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Education and Training

June Education Office Hours FY 2023 Presentation

SCO Training Logo                          National Training Team logo

 

June Office Hours Agenda

  • Veteran Readiness and Employment (VR&E) and Tungsten Overview 
  • Education File Upload for School Certifying Officials – Two Demonstration Videos 
  • Common Frequently Asked Questions (FAQs) about VR&E and Enrollment Manager (EM) 
  • Enrollment Manager Updates: Planned Future Updates 
  • School Certifying Official Training Resources and Requirements (FAQs) 
  • School Certifying Officials (SCOs) can view this entire Office Hours presentation at the following YouTube link: June Office Hours 

Veteran Readiness and Employment (VR&E) Service 

Chapter 31: Changing the name 

Vocational Rehabilitation and Employment has a new name and tagline, but the same acronym: 

  • Vocational Rehabilitation and Employment (VR&E) will now be known as Veteran Readiness and Employment. The acronym VR&E will stay the same.  
  • The tagline is now: Empower. Achieve. Succeed.
  • It is intended to better describe the purpose of VR&E and differentiate it from other available Department of Veterans Affairs (VA) education and employment programs. 

Rebranding/Renaming FAQs 

While the VR&E name and brand changed, we continue to deliver the same level of service and support Servicemembers, and Veterans have come to expect. Some frequently asked questions and answers:

Question: Did titles for IDES (Integrated Disability Evaluation System, VSOC (VetSuccess on Campus), or VRCs (Vocational Rehabilitation Counselors) change?

Answer: No. Titles remained the same for counselors.

Question: Is the process for enrollment, eligibility, or entitlement different?

Answer: No. The processes have remained the same.

Question: When did this change occur?

Answer: VR&E began using the new name and branded materials on June 22, 2020.

Mission/Vision:

VR&E’s Mission: Assist Service members and Veterans with service-connected disabilities and an employment handicap prepare for, find, and maintain suitable careers, or maintain a life of independence. 

VR&E’s Vision:

  • Focus on the Field
  • Customer Centric Service Delivery
  • Highest standard of service
  • Best in class program outcomes 

Locations:

  • VR&E employs nearly 1,000 professional Vocational Rehabilitation Counselors (VRC) and delivers services through a network of nearly 350 office locations.
  • Our service delivery model works to support Veterans where they are located, and includes operations at 56 regional offices, the National Capital Region Benefits Office, approximately 142 out-based offices, 70 Integrated Disability Evaluation System (IDES) installations, and 104 VetSuccess on Campus (VSOC) schools/sites.
  • VSOC: We currently collaborate with 104 schools across the country to provide educational and vocational counseling and other on-site services to an available population of nearly 86,000 student Veterans on campus.
  • IDES: We have expanded early intervention counseling and other available services for wounded, ill, injured and other transitioning Servicemembers at 70 military installations. 

Key Services Provided

  • Help Veterans with service-related disabilities:
    • Achieve and maintain suitable employment
    • Gain independence in daily living
  • Vocational counseling and planning
  • Education or vocational training
  • Monthly living allowance in addition to disability compensation 
  • Tools to accommodate program (e.g. auto mechanic tools, computers for technology/professional fields)
  • Job-seeking skills and assistance in finding employment
  • Independent living:
    • Training in activities of daily living
    • Personal adjustment counseling and support services 

Chapter 31 Basic Benefit Information:

  • 48 months of training entitlement, plus employment services
  • May be utilized within 12 years from the date of initial VA disability rating notification (NOTE: This limitation was removed in January 2021 for claimants who separated on or after January 1, 2013).
  • Exception for those with a serious employment handicap. 

Section 1010 Second Certification information can be found in the SCO Handbook by simultaneously pressing the “control button and the letter F” a search bar will appear, next input “Two Cert” and the “Two Certification Requirement Effective August 1, 2021” will appear. 

Chapter 31 Eligibility and Entitlement

Active-Duty Service/members:

  • Expect to receive an honorable discharge upon separation from active duty
  • Apply for Veteran Readiness & Employment services
  • Obtain a memorandum rating 20% or more or a proposed IDES rating from VA.
  • Entitlement based on establishment of employment handicap resulting from a service-connected disability.
  • 1631(b) of the National Defense Authorization Act (PL 110-181) established VR&E eligibility and automatic entitlement for severely injured active-duty individuals before a VA rating is issued. This became a permanent law on September 30, 2018. 

Veterans:

  • Honorable or other than dishonorable discharge
  • VA service-connected disability rating of at least 10% or a memo rating of 20% or more.
  • Apply for Veteran Readiness & Employment services
  • Entitlement based on establishment of employment handicap resulting from a service-connected disability.
  • Serious employment handicap needed to establish entitlement for Veterans rated 10%. 

VR&E Tracks:

If entitled to VR&E benefits and services, the Veteran/Servicemember will work with a VRC to develop a personalized rehabilitation plan following one of five tracks:

  • Re-employment
  • Rapid Access to Employment
  • Self-Employment
  • Employment Through Long-Term Services
  • Independent Living 

VetSuccess on Campus (VSCO)

VSCOC Counselors provide:

  • Adjustment counseling to resolve problems interfering with completion of education programs and entrance into employment.
  • Vocational testing
  • Personalized Career Planning & Guidance (PCPG, formerly known as Educational and Career Counseling, or Chapter 36)
  • Expedited VR&E services
  • Support and assistance to all Veterans with VA benefits regardless of entitlement, benefit usage, or enrollment status. 

Personalize Career Planning and Guidance (PCPG/Chapter 36)

  • The VSOC program operates under the VA’s Personalized Career Planning and Guidance/Chapter 36 authority (formerly known as the educational and career counseling program).
  • PCPG benefits offer a wide range of educational and vocational counseling services to Servicemembers, Veterans, and dependents who are eligible for one of the VA’s educational benefit programs: These services are designed to provide Servicemembers and Veterans with personalized counseling and support to help guide career paths, ensure the most effective use of VA benefits, and achieve educational and career goals.
  • Eligibility:
    • Transitioning Servicemembers within 6 months prior to discharge 
    • Veterans within one year following discharge from active duty
    • Any Servicemember/Veteran currently eligible for a VA education benefit
    • All current VA education beneficiaries 

Integrated Disability Evaluation System (IDES)

IDES Counselors Provide:

  • Assessment, evaluation, and outreach services to transitioning wounded, ill, and injured Servicemembers referred to the Physical Evaluation Board.
  • 1631(b) of the National Defense Authorization Act (PL 110-181) established VR&E eligibility and automatic entitlement for severely injured active-duty individuals before a VA rating is issued. This became a permanent law on September 30, 2018.
  • In FY22, IDES Counselors completed 1-on-1 briefings with almost 14,000 Servicemembers going through the transition process. 

E-Invoicing and E-Authorization

  • Invoice Payment Processing System (IPPS) 
  • The Invoice Payment Processing System (IPPS) is an electronic invoicing platform that enables vendors to receive electronic authorizations from and submit electronic invoices directly to VR&E. This platform standardizes and streamlines the invoice payment process, significantly reducing the amount of time needed to receive, process, and pay vendors. This platform allows national oversight for compliance with Public Law 115-407 requiring payment within 60 days.
    • In FY22, VR&E paid over 250K invoices for over $696 Million, with 99.9% paid in less than 60 days and 99.3% under 30 days.
    • Since inception of IPPS (10/15/2019), VR&E has paid over 782K invoices for over $2.1 Billion, with 99.9% paid in less than 60 days and 99.3% paid under 30 days. 

Electronic Virtual Assistance (e-VA)

VR&E deployed the first vocational rehabilitation centric artificial intelligence platform in the Federal Government during Q3 FY20. This tool provides automated text message and/or e-mail communication between VR&E participants and staff. Like VA Video Connect for Tele-counseling, e-VA is an option for Veterans:

  • VR&E Participant adoption rate of e-VA is >97%
  • Since deployment e-VA has documented over 17M case notes
  • Integrated VA Video Connect and e-VA for scheduling tele-counseling
    • Automatically scheduled and/or rescheduled over 699k appointments 
  • E-VA has provided communication and interacted with more than 320k claimants
  • Document repository and electronic signature nationally rolled out on 11/04/2022.
  • New integration points between e-VA and VBMS allow for automatic uploads to the e-Folder and electronic signature capabilities. 

Additional Resources 

VR&E Homepage - https://www.va.gov/vre

VSOC Homepage - https://www.benefits.va.gov/vocrehab/vsoc.asp

VR&E Fact Sheets - https://www.benefits.va.gov/BENEFITS/factsheets.asp#BM11

GI Bill Fact Sheets - https://www.benefits.va.gov/BENEFITS/factsheets.asp#BM4 


VR&E Tungsten Information and Resources

The VR&E Tungsten Information and Resources Demonstration Video can be found on the June Office Hours beginning at the following time stamp 12:27/1:05:30. 

Tungsten Contact Information:

Raise a ticket through the Help & Support section in the Tungsten portal. 

  • 24/7 online accessible interactive ticketing system
  • Unique reference number for each enquiry and live acknowledgments
  • VR&E and Customer Support Call Center: 1 (877) 353-9791 

Raise a ticket via the Tungsten website - www.Tungsten-Network.com/support 

Call on the dedicated Vendor Support phone line: 

SCOs may also use the following links for support and resources:

Upcoming Live Training for E-Invoicing

Note: The E-Invoice webinars are held on Wednesdays. Training is based on Eastern Daylight Time (EDT). 

Please use the following link to register for the E-Invoicing Webinar: https://register.gotowebinar.com/rt/6912835638583363595

Date

Time

Jun 21, 2023

11:00 AM – 12:00 PM

July 05, 2021

11:00 AM – 12:00 PM

July 19, 2023

11:00 AM – 12:00 PM

August 02, 2023

11:00 AM – 12:00 PM

August 16, 2023

11:00 AM – 12:00 PM

September 06, 2023

11:00 AM – 12:00 PM

September 20, 203

11:00 AM – 12:00 PM

October 04, 2023

11:00 AM – 12:00 PM

October 18, 2023

11:00 AM – 12:00 PM

November 01, 2023

11:00 AM – 12:00 PM

November 15, 2023

11:00 AM – 12:00 PM

December 06, 2023

11:00 AM – 12:00 PM

December 20, 2023

11:00 AM – 12:00 PM

 Education File Upload Portal

The inclusive Compliance and Acceptable Documents Demonstration Videos can be found on the June Office Hours beginning at the following time stamp 15:05/1:05:30. 

The Education File Upload Portal went live in Fall 2022. SCOs connect and upload documents for the following:

  1. Compliance Documents – collaborate with the Survey Specialist to upload requested documents. The Survey Specialist will provide the Compliance “Key” to the SCO with the request for documents.
  2. Other “Acceptable Documents” – submit quarterly reports and SCOs updates instead of emailing. Only certain documents are allowed to ensure VA can process and expedite.  

Please do not send the following:

  • Approval documents to be reviewed by the SAAs (send direct to SAA)
  • Documents/inquiries relating to claims (send to AskVA.gov) 

Acceptable Documents

When the SCO submits one of the “Acceptable Documents” listed below, the work item is created and dropped into a workload management tool for expedited processing.  

Upload directly into our workload, instead of emailing:

  • Change of SCO reporting
  • EFT and Tax ID updates
  • 85/15 Reporting
  • 35% Exemption Reporting
  • Conflicting Interest Filing
  • Centralized Certification Filing 

Action Documents

Select the appropriate button to indicate the “Acceptable Document(s)” being uploaded. Select “Next” when ready to upload documents.

  • Compliance documents
  • Change of School Certifying Official (SCO)
  • Electronic Funds Transfer (EFT) and Tax Identification
  • 85/15 with 35% Exemption
  • 85/15 Only
  • 35% Exemption Only
  • Conflicting Interest (VA Form 22-1919)
  • Centralized Certification (VA Form 22-0831) 

Step-by-Step process for the Authorized File Uploader:

  1. Checklist and prepare files/documents for
  2. Navigate to the URL
  3. Review the Landing Page
  4. Enter Contact Information: Authorized File Submitter Information
  5. a) Select “Acceptable Document” button
  6. b)  If Compliance Documents selected – enter Compliance “Key”
  7. Upload documents
  8. Confirmation screen – take a screen shot.  
  9. Email notification sent to SCO 

What Documents Should I Include?

Education File Upload Portal

Acceptable Documents Choice (Step 5)

Education File Upload Portal

File Upload Screen (Step 6)

Compliance documents

Add documents for the following compliance record: (Schedule Name)

Change of SCO

*VA Form 22-8794 (Designation of Certifying Official(s) – Signature is required

*Training Certifications for new Certifying Official(s) added

EFT and Tax ID Updates

Updated EFT and Tax ID information on organization’s letterhead

85/15 with 35% Exemption

*VA Form 22-10216 (35% Exemption Request from 85/15 Reporting Requirement)

*VA Form 22-10215 (Statement of Assurance of Compliance with 85 Percent Enrollment Ratios)

*VA Form 22-10215a (85/15 Percent Enrollment Rations Continuation Sheet) If needed

85/15 Only

*VA Form 22-10215 (Statement of Assurance of Compliance with 85 Percent Enrollment Ratios)

*VA Form 22-10215a (85/15 Percent Enrollment Rations Continuation Sheet) If needed

35% Exemption Only

*VA Form 22-10216 (35% Exemption Request from 85/15 Reporting Requirement)

 

Conflicting Interest (VA Form 22-1919)

*VA Form 22-1919 (Conflicting Interests Certification for Proprietary Schools)

Centralized Certification (VA Form 22-0831)

*VA Form 22-0831 (List of Affected Branches/Extensions for Centralized Certification)

Example of Email Notifications

Vital Note: Confirmation Emails from SaleForce come from a "Do Not Reply“ source. These may go into your Junk/Spam Folder or may be blocked by your Information Technology (IT) Department; IT must remove the blocked restriction! 

This is the Uniform Resource Locator (URL) you will see “noreplysalesforce@va.gov”. Reminder: Take a screenshot of the “Successful Document Submission Notice”! 

Common FAQs About VR&E and Enrollment Manager

The following are some selected frequently asked questions about VR&E and Enrollment Manager:

Questions: Will Enrollment Manager also replace the Tungsten Network?

Answer: No, VR&E will continue to use Tungsten Help, which is available at vafsccshd@va.gov or by calling (877) 353-9791. Enrollments for VR&E will continue to be sent to the VR&E system for counselor review.

Questions: When selecting the benefit for the student, what happens if the student is eligible for two different benefits? At that point, is it up to the school to determine the student preference and submit accordingly?

 

Answer: The school should confirm with the student which benefit they would like to use first and apply that benefit accordingly.

Question: If a student is eligible for two benefit types, will both be listed in Enrollment Manager, or will the one the student is currently using be listed?

 

Answer: The benefit the student last used will be listed.

Question: What will be the new terminology for Standard Terms in Enrollment Manager?

Answer: Terms that you pre-populate according to your calendar will be called Preset Enrollments.

Question: Do VR&E Counselors have access to Enrollment Manager?

Answer: No, VR&E counselors obtain the certificates through their case management system after you enter them into Enrollment Manager.

Question: What if someone is taking a program that isn’t approved in Web Enabled Approval Management System (WEAMS) for Chapter 31?

Answer: We are working to develop a solution to these tailored trainings situations with VR&E and will let you know as soon as a solution is developed.

If we didn’t get the VR&E Counselor’s email in EM, should we do an amendment to add it?

Answer: No, do not amend a certificate.  You can email the counselor to let them know.

Can I edit a counselor’s email address?

Answer: We are working on functionality to allow you to edit the counselor's email.

Note: See more on the Enrollment Manager Frequently Asked Questions page! 

Enrollment Manager Resources

Since Enrollment Manager's opening, we have tracked top questions from the Education Call Center (ECC) and Customer Experience Group (CEG). Several quick tips based on those questions are provided here:

  • If you need extra support logging in: Make sure to complete the final step to verify your identity when creating your ID.me or login.gov account. Clearing your cache and cookies may also help! Even if you don't have active enrollments, we recommend logging in during the month of April, while the CEG is available to support you.
  • Where is Remaining Entitlement: The remaining entitlement for a student’s current benefit type displays in months and days on the student’s Profile and Benefits tab.​
  • Once you’re in the system: Please refrain from putting in duplicate user access requests. Be aware of terminology updates; they’re listed on the Enrollment Manager FAQs webpage for convenience. Reminder to begin tracking your students date of birth to add a new student. There should “never” be dropdown lists for Academic Info on the “Programs” tab pictured below. Save actions as you go! ​
  • Interactive Legacy VA-ONCE user: If you didn’t have an active VA-ONCE account as of February 24, 2023 or hadn’t logged into VA-ONCE for the past 6 months (since Aug 28, 2022) you’ll have to use the “Request Access” link on the Education Platform Portal. Please follow the instructions for requesting access. ​
  • If you have further questions: The Enrollment Manager User Guideand Enrollment Manager Frequently Asked Questions (FAQ) are great resources for quick answers. To search a specific issue, select "Control F" on your keyboard and type in what you are searching for. You can also access specific support by selecting topics in the Table of Contents.  

How to Bookmark Enrollment Manager

We encourage you to manually bookmark: https://iam.education.va.gov

This is the VA Education Platform Portal link! 

Follow these steps: 

  • At the top-right of the screen, select on the “Star.”  
  • Next, select the “More…” button to edit the Uniform Resource Locators (URL). 

you want to associate with this bookmark.  

  • Select the “Save” button to save the bookmark. 

Enrollment Manager Resources Overview

The following materials can be referenced for more information:

  • Quick Start Guide
  • SCO User Guide
  • SCO Training Portal
  • FAQs
  • Office Hours
  • Video and Social Posts
  • Emails
  • Web Updates 

Note: Visit the Resources for Schools page for more details. 

SCO Fiscal Year 2023 Annual Training Requirements

October 1, 2022: Annual Training Window Opens. Updated training requirements for all new SCOs and continuing education requirements for existing SCOs are effective.

June 1, 2023: 90-Day Training Alert: 90 Day Notifications and reminders for the approaching August 31st continuing education deadline will be posted on the GI Bill® Website and sent to SCOs via GOV Delivery Notice.

July 1, 2023: 60-Day Training Alert: 60 Day Notifications and reminders for the approaching August 31st continuing education deadline will be posted on the GI Bill® Website and sent to SCOs via Gov Delivery Notice.

August 1, 2023: 30-Day Training Alert: 30 Day Notifications and reminders for the approaching August 31st continuing education deadline will be posted on the GI Bill® Website and sent to SCOs via Gov Delivery Notice.

August 15, 2023: 15-Day Training Alert: 15 Day Notifications and reminders for the approaching August 31st continuing education deadline will be posted on the GI Bill® Website and sent to SCOs via Gov Delivery Notice.

August 31, 2023: Annual Training Window Closes! Continuing education requirements for existing SCOs completed.

September 1st-30th, 2023: Existing SCOs - No Training in Progress; new SCOs – Training is continuous throughout the year.

SCO Portal Completion Status

Certifying Officials can keep pace of their annual training requirements by viewing the Training Requirement Countdown, checking Annual Training Schedule, required modules, and annual training completion status. Visit our School Certifying Official (SCO) Training webpage for this and more information.

*Enrollment Manger Training Modules and Final Assessment: The SCO Enrollment Manager training curriculum consists of three interactive Enrollment Manager trainings. SCOs will need to complete all three training modules (EM100, EM101, and EM102). The EM training modules should take no more than 2.5 hours to complete. Trainings are introductory to get SCOs familiar with the system. SCOs will get training credit for completing all three of the EM training modules; However, to receive approval/permissions to access EM, you must complete all three EM training modules and the final assessment specific to your facility type.

The SCO Online Training Portal has been updated to show training modules requirements based on an SCOs facility type and their experience as an existing SCO or new SCO. Fiscal Year 2023, SCO Annual Training requirements will be calculated by modules and completion; SCO Annual Training requirements are no longer calculated by hours.

SCO Type

Number of Modules

Existing SCO Institution of Higher Learning (IHL)

4

Existing SCO Non-College Degree (NCD)

4

Existing SCO Institution of Higher Learning with Non-College Degree (NCD)

 

4

Existing SCO Institution of Higher Learning (IHL) with Flight

4

*Four modules. It is recommended one of the four modules be specific to your facility type.

SCO Type

Number of Modules

Existing SCO On-the-Job Training (OJT)

1

Existing SCO Apprenticeship Program

1

Existing SCO Vocational Flight

1

Existing SCO High School Program

1

Existing SCO Residency Program

1

*One module. It is recommended the module be specific to your facility type.

SCO Type

Number of Modules

New SCO On-the-Job Training (OJT)

1

New SCO Apprenticeship Program

1

New SCO Vocational Flight Facilities

1

New SCO High School and Residency Facilities

1

New SCO Residency Institutions of Higher Learning (IHL)

10

New SCO Non-College Degree Facilities

10

*New SCOs must complete the listed required amounts of modules. 

SCO Annual Training Portal

Certifying Official Training Resources Self-Certification Step-By-Step Procedure

  1. Log in to the SCO Annual Training Portal access at the following link: Live Assessments (vbatraining.org)
  2. Select one of the following options: Office Hours, Conference Sessions, Supplemental Training.
  3. Locate the applicable session and click “Begin”.
  4. Verify you have selected the correct training session, then click “Continue”.
  5. Click “Yes” to certify you have completed 100% of the training click “Submit”.
  6. Enter the date of training, then click “Submit”.
  7. Download your results and keep the certificate for your records.

Options After taking the course

After you take the course, the only option is "feedback" from the original course.  If you choose feedback, this is where you obtain your Completion Certificate.

To “review” an Enrollment Manager course you’ve completed: You must scroll down to bottom left side and click the "Review Only" arrow. It will restart the course and Knowledge Checks too. This will not cancel your initial course completion! 

Certifying Official Resource Guide

School Certifying Officials, please contact the designated party if you are having issues on the following topics:

Enrollment Manager Resources

  • Enrollment Manager Frequently Asked Questions
  • Multi-factor Authentication video
  • Teaser Video

ID.Me and Login.gov Resources

  • me Help Center
  • gov Resources and Support
  • VA & ID.me - ID.me Help Center

Contacting the Education Liaison Representative (ELR):

Contact your Education Liaison Representative (ELR)

  • Updating Certifying Officials; VA Form 22-8794 (Designation of Certifying Official(s)).
  • Technical assistance with reporting enrollments
  • Access to Enrollment Manager
  • 85/15 reporting matters
  • Clarification on WEAMS (Web Enabled Approval Management System), which is also known as the VA Form 22-1998 reports.

Contact the School Certifying Official (SCO) Hotline:

  • Contact your ELR for the SCO Hotline phone number
  • Status of Tuition & Fee or Yellow Ribbon payments
  • Explanation of school debt creation
  • Individual student benefit information and hardship cases 

Contacting the State Approving Agency (SAA):

Contact your State Approving Agency (SAA)

  • Program revisions; new/suspended/cancelled programs 
  • Updated catalogs and related publications 
  • School address updates – including branch/extension 
  • Changes in accreditation status 
  • Change of ownership and change of address

Certifying Official Resource Links 

Certifying Official Annual Training Resources 

National Training Mailbox:  edutraining.vbaco@va.gov

  • Certifying Official training portal access and use
  • Certifying Official approved training credit and progress tracking
  • Adobe Connect registration and access 

Office Hours Question and Answer: VBA Education Office Hours - Q&A Webpage​

  • Review previous Office Hours' questions and answers
  • Respond to questions posed during monthly Office Hours sessions
  • Link to Annual Training requirements and step-by-step directions self -certifying training 

SCO Portal Technical Support:  support@VBATraining.org

  • Certifying Official training portal technical assistance
  • Report Training Portal issues and outages 

All webinars and training sessions are announced via the GovDelivery, please click the following link: GovDelivery  

SCOs be sure to register and update your information as needed; GovDelivery Support can be found by clicking here 

Additional Resources

Stay up to date on the Veterans Benefits Administrations (VBA) social platforms:

Facebook: @GIBillEducation

Twitter: @VAVetBenefits

Instagram: @VABenefits

Debt Management Center (DMC)

Ask VA (AVA) School Inquiries:

  • All school inquiries and disputes should be submitted using AVA 
  • In the “Tell us about your question” Select “Veterans Affairs- Debt” as the category and “A School Official” as the topic. Selecting these options is critical to ensure routing to DMC
  • All inquiries about a specific debt should be “On behalf of a Veteran” Under “My inquiry is” select “On behalf of a Veteran”- this enables you to select School Certifying Official or Other (Business) under “relationship to Veteran”.
  • Selecting on behalf of a Veteran lets you indicate that you are an SCO and will generate a screen where you can input which student you are inquiring about.
  • When asked “What is your Question?”, provide the following information: Include your school’s name and facility code in the body of your inquiry; this will ensure that DMC can identify the correct debt promptly.
  • You must log in to receive a response that receives specific debt information.
  • DMC’s old email box for schools is no longer monitored, all disputes and inquiries should be submitted through AVA, which provides improved security and inquiry monitoring.

Tips for Submissions via Ask VA (AVA)

When submitting disputes and inquiries via AVA:

  • One inquiry per student
  • Identifying information for the student (not in the subject line)
  • School name and facility code
  • Debt amount
  • Supporting details (front and back of cashed check, when was updated certification sent, etc.)

Debt Management Center Disputes

The following are examples of best practices when communicating with DMC regarding disputes.

Instead of stating this: We dispute the debt because we already paid it.

 

Try stating this: We dispute the debt of $500.00, the check for $500.00 we sent in for the debt for the January 9th – March 31st term was cashed on March 1st.  Front and back of cashed check are attached.

 

OR

 

We dispute the debt of $500.00. We made a payment of $500.00 on pay.gov on March 1st for the debt for the January 9th – March 31st term, our confirmation number was 2745ABC1.

 

Instead of stating this: We dispute the debt because there should be no debt based on what we certified.

 

Try stating this: We certified X amount for X term on X date and did not make any changes, for this reason we do not believe there should be a debt.

 

OR

 

We certified X amount for X term on X date and then updated the certification to Y amount on Y date, for this reason we do not believe there should be a debt.

 

Instead of stating this: We dispute the debt because we think the amount should be $1,000 instead of $1,200.

 

Try stating this: We dispute the debt because we think the amount should be $1,000 instead of $1,200.  We certified X amount for X term on X date and were paid X. We then certified Y amount for X term on Y date which reduced the amount we were due to Y.  The amount we were paid of X minus the amount we were due of Y = $1,000.

 

 July Office Hours:

  • Eastern Standard Time: Your Personal Email Calendars Must Calculate Any Time Zone Differences.
  • July 25, 2023: Education Services Staff and State Approving Agencies
  • July 26, 2023: SCOs – 11:00 a.m. and 1:00 p.m. (Same two sessions)
  • July 27, 2023: SCOs – 11:00 a.m. and 1:00 p.m. (Same two sessions)
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