Attention A T users. To access the menus on this page please perform the following steps. 1. Please switch auto forms mode to off. 2. Hit enter to expand a main menu option (Health, Benefits, etc). 3. To enter and activate the submenu links, hit the down arrow. You will now be able to tab or arrow up or down through the submenu options to access/activate the submenu links.

VA » Veterans Benefits Administration » Education and Training » March Education Office Hours

Education and Training

March Education Office Hours

Enrollment Manager (EM)
Debt Management Center (DMC)
ID.me and Login.gov Resources
Enrollment Manager Resources
School Certifying Official (SCO) Training Resources

Enrollment Manager

Question(s):

What is being done to get Education Liaison Representatives (ELR) access to EM that had access to VA Online Certification of Enrollment (VA-ONCE)?

Answer:

Guidance to access EM is in the user guide for internal users. If, after using the internal user guide for EM you are still unable to log-in, contact your supervisor.

Question(s):

Should the Read Only and the Secondary SCOs click on the Request Access link to request access from their Primary SCO? If not, we may wish to edit this link to be “Request Access – Primary SCOs only” for clarity.

Answer:

If a Primary or Secondary SCO uses the Request Access link, VA must approve the request. If a Read Only Official or SCO Assistant uses the Request Access link, an SCO at the institution will approve the request.

Question(s):

Can reports be run for multiple schools together?

Answer:

No.

Question(s):

If a facility is an Institution of Higher Learning (IHL) with Non-college Degree (NCD) programs do the SCOs need to do EM training for both?

Answer:

Yes.

Question(s):

EM will not allow us to amend a processed amendment. How can we modify an amended certification?

Answer:

If you have already terminated the certification, you will not be able to amend it. You can only amend an enrollment when the “Amend” button is available on the certification. There was a defect preventing some amendments that was corrected on 4/8.

Question(s):

What if the student does not have the correct birthday, or any birthday to find them when searching? Or if there are several students with the same first and last name?

Answer:

If there are multiple students with the same name and date of birth, SCOs can find their email address and other contact info to confirm they selected the correct student.

Question(s):

We are an NCD school requiring multiple term certifications. What if we have a 10 day vacation period that starts in one certified term and ends in another certified term and it does not allow the vacation period to be entered because 7 days occur in the first term (which can be entered) and 3 days occur in the next term (but it won’t accept it because it is only 3 days)?

Answer:

Only vacation periods of seven calendar days or greater that occur during a non-standard length term should be reported. The system will not accept anything less than seven days. If your vacation period has changed your start or end dates of a term, please report the new dates accordingly.

Question(s):

In the User Guide it says Read Only SCOs must check they completed SCO training. Do they have to do the training, or are they still exempt?

Answer:

No, Read-Only users do not have any training to complete, that is a program error and will be fixed in future releases.

Question(s):

How do we have programs added that did not carry over from VA-ONCE that are approved in the Web Enable Approval Management System (WEAMS)?

Answer:

Programs were not carried over from VA-ONCE. EM receives program information directly from WEAMS.

Question(s):

To clarify, Veteran Readiness and Employment (VR&E) students we need to list every class by name as a custom remark?

Answer:

If the VR&E counselor requires you to notify them of the coursework that students are taking, yes, you will need to add a custom remark in which you tell the VR&E counselor each class the student is taking. One custom remark is sufficient for all, if space allows.

Question(s):

We received a notice yesterday stating that Veteran Rapid Retraining Assistance Program (VRRAP) students will not be in EM and need to be processed by paper 22-1999. I can see my VRRAP students in EM so do we need to complete paper certifications?

Answer:

EM currently doesn’t permit new or changed certifications for VRRAP students. This will be addressed as a high priority for a future release, but paper documents must be used in the interim.

Question(s):

Can we inactivate programs in EM?

Answer:

No, EM receives program information directly from WEAMS. If a program is no longer offered, you should contact your State Approving Agency (SAA) to withdraw the program’s approval.

Question(s):

Can you run a status report on all certifications you completed in a certain time frame like VA-ONCE?

Answer:

You can filter your search of students by using “Enrollment Status” and selecting either “Pending SCO review” or “In Progress”.

Question(s):

For VRRAP, why is there not an "SCO" option in the dropdown for setting up Quick Submit access for Department of Veterans Affairs (VA) Business Partner Type? Some of us work remote & do not have capabilities to print 1999s on paper for mailing but haven't been able to create an access account since none of the other "types" match our job...I'm an SCO, none of the options apply to SCOs.

Answer:

Quick Submit is not intended for SCO use. VA is allowing short term use by SCOs for VRRAP documents only until EM can accept VRRAP enrollments and changes.

Question(s):

Do students get confirmation emails when they are certified?

Answer:

Yes, students will receive a confirmation email, though there have been reported instances of delayed receipt of these automated emails.

Question(s):

Is there a way to extend the “Time out” feature?

Answer:

The time-out feature is for security measures. However, an extension of the time-out feature is being considered as a new functionality in future releases.

Question(s):

Do VA Work Study students need to try to log into EM before SCOs can see/grant their access?

Answer:

Work-study students and other school employees will need to request access to Enrollment Manager and the SCO will need to approve it. Assistant and Read Only access requests are submitted using the same method performed by Certifying Officials through the VA Education Platform Portal (after ID.me or Login.gov authentication, navigate to VA Education Platform Portal, select either Request access or legacy VA-ONCE users and complete the applicable fields).

Question(s):

Will we no longer get certification numbers?

Answer:

The Certification ID number has been replaced and is now referred to as the Enrollment ID number.

Question(s):

How can you distinguish 1st certification and 2nd certification if it's not recommended to put the distinction in the remark?

Answer:

You can use the Notes section.

Question(s):

My school does not have any classes until June. I have completed all EM training but since I do not have any enrollments to do at this time, is there anything else I need to do before then?

Answer:

Once you have completed your trainings and created your ID.me or Login.gov account, you should request access to EM. Once your access is approved, we suggest going into the system and familiarizing yourself with each of the sections within EM.

Question(s):

How do I re-activate a student in EM who was "inactive" in VA-ONCE?

Answer:

Search using the feature “Search all students” The student should come up in the search results. If not, add the student as a new student.

Question(s):

When certifying a student in EM initially with $0 Tuition and Fees (T&F) and then going back and adding the T&F amount - do you do 2 certifications only or 2 certifications plus 1 amendment, and then what do you amend and how?

Answer:

Certify the enrollment period without T&Fs (original). Reporting T&Fs (amend) can serve as the 2^nd 1010 verification (amend) if the no penalty period (academic or financial) has passed.

Question(s):

If I terminate a certification before I bill T&F, I must re-certify to bill and terminate again, do we have to put remarks in that situation? Will it slow it down the process?

Answer:

If the enrollment was terminated before reporting T&Fs, it is necessary to submit another enrollment with T&Fs, then terminate it. A custom remark will ensure only prorated T&Fs and housing allowance are sent out.

Question(s):

Just verifying that, for IHL standard terms, we must certify students twice, once before the start of the term and then again before the 30th day of the term.

Answer:

Yes, all IHL or NCD terms must have a second 1010 certification even when there are no changes.

Question(s):

How can I get a student transferred from our old Facility Code to our Centralized Facility Code?

Answer:

You must add the student to the other facility for which he is attending so that you can submit certifications for that facility.

Question(s):

Must you always search for a student first in EM, or can you just add the student and if there is a duplicate out there in the system it will merge them?

Answer:

It is always best to search the student first to see if he exists in EM already. Help us try to limit duplicates.

Question(s):

Where do we enter VR&E counselor information?

Answer:

When you add a student and change their chapter to 31, it asks for the VR&E counselor’s information at that time. If you have already added the student under chapter 31, you can switch back to another chapter, then immediately switch back to 31 to add that information.

Question(s):

How can we edit or remove a monthly cert?

Answer:

Enhanced capability to replace a monthly certification is expected in a future release. Until then, if a Certifying Official needs to replace a monthly certification, they are permitted to upload a PDF copy of the form to Ask VA (AVA).

Question(s):

How do we add new programs into EM?

Answer:

If the program is not currently on your WEAMS 1998 report, please contact your SAA. If the program is on your WEAMS report, please call the SCO hotline and ask for the Customer Experience Group (CEG) for personal assistance.

Question(s):

Can you clarify exactly what SCOs need to enter for a Chapter 31 student? Does this include enrollment credits as well as spelling out specific course numbers and names?

Answer:

That is up to the VR&E counselor your students are assigned to, please direct your question to them.

Question(s):

How would we certify dual objectives in EM, as the feature is not released yet?

Answer:

Enhanced capability to select more than one program (e.g., dual degree, dual objective) is expected in a future release. In the meantime, Certifying Officials will need to select one (1) program from the available Program drop-down options and Add a Custom Remark, for example, “Student concurrently pursuing 2 degrees – additional program is [program name]”.

Question(s):

I have a student that switched to VR&E from Chapter 33. I backdated to the start of his current class, but it had already been certified under Chapter 33. What do I do to resend the Ch 33 cert?

Answer:

If the enrollment period was already processed under Chapter 33, it cannot be reversed by the SCO. Please speak to the student’s VR&E counselor for consideration of retroactive induction into Chapter 31.

Question(s):

We previously had to submit the 22-8794 form to change designation of certifying officials. We have individuals that have Read-Only access and they are not showing up in the SCO Access Manager. Will they eventually show up or how do we add others for Read-Only Access?

Answer:

SCOs can approve users for ‘Assistant SCO’ and/or ‘Read-Only’ access. Any users, including Work-Study students or other school employees must request access to EM. These access requests are submitted using the same method performed by Certifying Officials through the VA Education Platform Portal (after ID.me or Login.gov authentication, navigate to VA Education Platform Portal). Those with legacy VA-Once access should request accordingly are automatically approved. New users should select ‘Request access’ and complete the applicable fields) which will then require an approved SCO to approve. Read-Only SCOs also must be listed on the 22-8794, which is submitted to the ELR, but have no VA mandated training requirements.

Question(s):

Was “Clock Hours for this student are approved to be taken online” removed from the remarks section?

Answer:

This remark was specific to the COVID period and is no longer active. You will need to add a “Custom” remark if online clock hours are approved at your school.

Question(s):

I have a student whose monthly certification for December 2022 was entered as December 2023 in VA-ONCE. Now I can only enter dates after January 2024 for him in EM. I was told that I now had to enter his monthly hours via paper until after that date, due to not being able to edit any monthly certs in VA-ONCE that were previously submitted. Is there anything else I can do or just send them in via paper submittal?

Answer:

Certify the enrollment correctly with correct dates (as new enrollment) with a custom remark ‘Repeating due to EM error’ and then report the monthly hours as needed.

Question(s):

Can you do amendments with "custom remarks" of students missing 5-6 days of school, pushing back their graduation date?

Answer:

A student who has missed instructional days is not a reason to push back their grad date for VA purposes, unless they have an authorized leave of absence (LOA) according to your school policy. Otherwise, please follow your attendance policy. VA doesn’t pay additional monthly benefits due to lack of attendance.

Question(s):

I was informed that if you submit a certification with tuition and fees you do not have to submit an amendment - is this correct or not?

Answer:

Many SCOs submit the enrollment with dates and hours with $0 for T&F before the enrollment period so that the student is in the system to receive their Monthly Housing Allowance. They submit T&F later. This is not a requirement, but an option that SCOs have. However, remember that the 2nd 1010 certification is required within 30 days after the no penalty period (financial or academic ) has ended.

Question(s):

We used to be able to run a report with filter to show anything not yet submitted. I did not see this option. Suggestions?

Answer:

You can filter your search of students by using “Enrollment Status” and selecting either “Pending SCO review” or “In Progress”.

Question(s):

Do students need to correct their contact and biographical information since we're unable to in EM?

Answer:

Yes. Please have the student reach out directly to VA to update their biographical or contact information.

Question(s):

Is there ANY way to bypass the verification code when logging into EM?

Answer:

That is a or a login.gov requirement which cannot be bypassed.

Question(s):

An NCD school has a student that is returning to the same program after failing out previously and will be repeating clock hours. Would this be a time to add a Custom Remark so that the processor understands that there are repeat hours that the student should be eligible to be re-paid for attending repeat hours?

Answer:

Yes, for a NCD school a program is limited by the SAA approved length. If a student has failed a portion and is repeating, please do a “Custom” remark to let the processors know the exact number of hours failed and the student is repeating.

Question(s):

Will the training team work with compliance teams if EM issues cause schools to miss certification or reporting deadlines?

Answer:

Yes. We also suggest you retain any guidance received from the CEG, VA correspondence, etc. in the event the compliance survey specialist is unaware of certain EM short comings early on.

Question(s):

When you terminate a student that is taking an LOA, Debt Management will ask you for the money back. Is there any other way to do an LOA?

Answer:

Enhanced capability for reporting an NCD Leave of Absence is expected in a future release. In the meantime, Certifying Officials must follow these interim procedures: Amend the enrollment, check Termination, select Withdrawal or interruption (Non-college Degree programs not on a term basis) from the Amendment Reason drop-down list, enter the last date of attendance in the Amendment Effective Date field, and Add a Custom Remark “Student is on leave of absence.” When the student returns, the Certifying Official will submit a new enrollment by selecting Add Enrollment. The Begin Date is the first day the student returns from the LOA. The End Date will be the adjusted date of expected completion. Add a Custom Remark “RESUME – Student returned from LOA. No change in tuition and fees.”

Question(s):

How do we certify VR&E students, approved by their counselors for a custom training program which is not one of the approved WEAMS programs?

Answer:

This is a known VR&E issue. We’re working with VR&E for a suitable solution and will share as soon as determined.

Question(s):

When certifying for attendance only - no other changes - do we simply submit a blank amendment? Would be nice to have a "certifying attendance" checkbox to be more clear.

Answer:

We’re working to develop a simpler way to submit the 2^nd 1010 certification when there has been no change to the enrollment period.

Question(s):

My Associate Registrar is a Secondary user. She is not showing up in the SCO Access Manager. What do I do to get her listed?

Answer:

She must access Enrollment Manager by using her legacy VA-ONCE user information or request access through the VA Education Platform Portal to be approved by the SCO.

Question(s):

Why is Single Sign On Internal (SSOi) an option if all users need to select Single Sign On External (SSOe) on the VA Education Platform Portal?

Answer:

Internal users (such as VA and SAA employees) with personal identity verification (PIV) credential cards logon use the SSOi. We expect the terms ‘SSOe’ and ‘SSOi’ to be updated for clearer distinction soon.

Question(s):

Do we need to submit tuition and fees for Chapters 35, 31, and 1606?

Answer:

Tuition and fees don’t need to be reported in EM for Chapter 31, as they are provided via invoice. They are never needed for Chapter 1606. For Chapter 30 T&Fs are required only if the student is less than half-time or on active duty. Chapter 35 T&Fs are required only if training at less than half-time. The term ‘Net T&Fs’ applies only to Chapter 33 and Chapter 31. Chapter 30 and Chapter 35 should be reported using the charges for ‘similarly circumstanced’ students.

Question(s):

Can terms within the semester be set as a preset?

Answer:

A preset enrollment can be used for either standard terms or non-standard terms.

Question(s):

When we recertify a student returning from an LOA do we certify the T&F amount or leave $0 for tuition and fees?

Answer:

When a Chapter 33 student returns from an LOA, the Certifying Official will submit a new enrollment by selecting Add Enrollment. The Begin Date is the first day the student returns from the LOA. The End Date will be the adjusted date of expected completion. Add a Custom Remark “RESUME – Student returned from LOA. No change in tuition and fees.”

Question(s):

I only did the initial certification, and it says processing, I never updated the tuition and fees. How can I make the change?

Answer:

Unlike VA-ONCE, amendments, adjustments, and terminations are all completed by selecting Amend. To begin the amendment, the Certifying Official will navigate to the Enrollments page within the Student Profile. Locate the term you would like to add the T&F to and click the amend button. Scroll down to the T&F Amount to update the amount. Then click submit. Note: The Amend button will not display if the enrollment status is pending SCO review.

Question(s):

Where can you confirm a student's Social Security Number (SSN) in EM?

Answer:

Enrollment Manager does not display SSNs; however, they are still used to verify students, and SSNs are associated in VA systems. Printed EM documents contain the SSN, so you can select a prior enrollment document to ‘print’ to display the SSN.

Question(s):

Please explain the Benefits page. It has two numbers listed what do they mean?

Answer:

The Benefits page includes information about the benefit type and remaining entitlement, which is displayed as months and days remaining. For Chapter 33 students, the benefit level is also displayed.

Question(s):

Will it be possible to list benefits info “as of” a certain date? That page is not clear. Thank you.

Answer:

The remaining entitlement displayed is reflects through the end of the last processed enrollment document. This is also how it is displayed on a student’s award letter.

Question(s):

Do Read-Only SCO's need to be added to our VA Form 22-8794?

Answer:

Yes, Read Only SCOs also must be listed on the 22-8794 as they are able to call and speak to VA directly, however they are not required to complete any VA mandated training.

Question(s):

Is there a difference between EM Assistants and Read Only SCO? What is the difference?

Answer:

Assistants and Read-Only Certifying Officials currently have the same permissions that allow them to create/edit documents, but not submit any documents to VA. The main difference is Read-Only SCOs can contact VA to get or give information for a student. This is why they must be on the 22-8794 and entered into WEAMS. Assistants cannot contact VA and thus do not need to be on the 22-8794.

Question(s):

Can we retrospectively certify on EM, the ELRs for Foreign Schools are 14 months behind approving programs?

Answer:

Yes. Once approved and you have your facility code or program has been added to your approval, you certify those students impacted by the delay with the correct enrollment information.

Question(s):

How far back can we certify in EM? Is it still one year or did that change?

Answer:

Generally, VA can only pay retroactively back 1 year, but you should always certify all terms as requested by the student since there are exceptions that allow retro-payments greater than 1 year.

Question(s):

Will WEAMS update programs each year?

Answer:

Each time your SAA submits an approval, once accepted by VA the ELR updates your WEAMS, EM is updated.

Question(s):

How do we submit Yellow Ribbon applications into EM?

Answer:

Yellow Ribbon applications are not submitted through EM. Yellow Ribbon agreements are only accepted during the open season period from March thru May and should be submitted as directed on the Yellow Ribbon form.

Question(s):

Can we change a last name in EM if the new Certificate of Eligibility has a different last name?

Answer:

The student will need to contact VA Education Call Center for that to be updated in all VA systems.

Question(s):

How do I terminate a student and add last date of attendance for each course?

Answer:

If the student withdrew from courses on different dates, you need to reduce the enrollment using separate amendments with the applicable effective dates. For the final course(s), you can report a termination.

Question(s):

Is there or will there be an option to turn off notification emails in EM? This was an option in VA-ONCE. When we submit amendments with no changes for the Chapter 33 2nd certification requirement, we then have concerned students contacting our office.

Answer:

Currently the automated emails cannot be turned off.

Question(s):

1st certification requires us to put in a dollar amount. Should we put 0 and then still do a second certification?

Answer:

If you are not reporting T&Fs on the original enrollment, then you will be forced to place $0 in the field.

Question(s):

If we have a student that needs to transfer to our other campus, how can I indicate this change in EM?

Answer:

You will terminate the enrollment under the old facility code and then submit the new enrollment using the new facility code.

Question(s):

With the new update for Transfer of Entitlement (TOE), is there a way to know if TOE dependents are eligible for an extension, besides calling the hotline? Could this be added to EM?

Answer:

Only the dependent using the last day of available entitlement can receive the extension to the end of the term, so VA is unable to determine which student will be eligible when there are multiple dependents with transferred entitlement.

Question(s):

Do we have to populate new approved programs in EM or will WEAMS populate our programs for us?

Answer:

Newly approved programs will appear when added to WEAMS.

Question(s):

Is there a way to change the currency we submit our Tuition in, or should I continue to add a comment that we are listing them in GBP?

Answer:

The default is for US dollars. If you’re a foreign school, you should enter $1.00 in the T&Fs field, then add a “Custom” remark to add the net charges and the currency used.

Question(s):

How do I delete a saved draft?

Why does EM not have an option to delete an already saved draft?

In EM, how can I run a report that includes all certified students for calendar year 2022? I want to be able to compare the list in EM to my Annual Reporting Fees report.

Why doesn’t the Delimiting Date display in the Benefits section?

Can we delete or deactivate students in EM?

Will EM eventually have a report that can be printed for each individual student? This feature was available in VA-ONCE, but EM only seems to offer a comprehensive report only.

Is there a way I can run a report of “all” my students and their statuses? I only see where I’m able to run it by date only and just a week at a time.

Is there a way to run a report for a period longer than one week?

When I print the certification, the print is extremely small. Will this be updated so that it’s a larger font?

I have access to several extension offices. On the dashboard they are all listed as “Watson Electrical Construction” Is there any way to “re-title” these or have them listed as the facility code number? They are listed by facility code on the School Preset enrollments.

Why do changes made to certifications or multiple term certifications for the same term not show up on the same 1999 anymore?

Will there ever be an increase in Preset Enrollment Terms? Having a limit of 10 is restricting.

Answer:

This capability will hopefully come in a future release.

Question(s):

Why does an “Amendment Reason must be Hours Changed Between Resident and Online” Error Message appear when I amend to increase in-person credit hours and there has never been any online credit hours?

When are we going to change ID.me log-in email address printed on the certification?

We have students who can’t be certified because of the way their program migrated to EM. There is an “Objective Type Unknown is not allowed” error. This information can’t be updated by the SCO. Is this something that is being addressed?

We are getting several Veterans Claims Examiner (VCE) emails about certifications with same term dates that look like duplicates on the VCE's end, but they were submitted in EM under separate facility codes. What is the status of getting what we submit in EM to process and reflect clearly on the VCE's side?

There is no Associate of Applied Science (AAS) objective type option. This seems to have caused a big data migration issue for our AAS students. We also don’t have this as an option for our new students. We have hundreds of students in an AAS degree. Will this be an option in the future?

When we are adding students, to our school, is it a known issue that EM is changing the student’s benefit type?

If we receive an email that we are denied access to Enrollment by our ELR, how do we know why?

If a student doesn’t get a confirmation email from certifying, how can we investigate that?

Answer:

This is a known defect and will be corrected in a future release.

Question(s):

I'm trying to add a student to my school but can't. I can find them, they have a profile from a previous school, but I don't have the option to add them to my school so I can create a guest enrollment for them. I can't create a new profile because they already exist in EM. Please help!

My facility has 2 facility codes- I only see one of them in EM. How can I add the second facility code for my other program?

Only one facility code comes up. How can I certify the remaining classes at other locations? Each user must have their facilities assigned to them.

Why don't my degree programs in EM match our 1998 or what is in WEAMS?

Keep getting an error message when trying to terminate a student?

If programs are in WEAMS but not uploaded in Enrollment Manager, how do we get it updated? We have several programs listed twice but not the correct ones.

Our school is unable to add Chapter 35 in EM. What is the fix?

My facility is listed 3 times with the same facility code when I look at the schools that are assigned to me. I don't know which one to use when adding a student to a school or when creating preset enrollments. I have reached out to my ELR, but I have not heard back. Who do I need to contact about this?

Programs are missing but approved in WEAMS, what steps do we take?

What do you do if you are trying to add a student to our school and the "add enrollment" is greyed out?

When typing dates into EM sometimes EM changes the date entered.

Why do Benefits show as Pending?

Answer:

Please call the SCO hotline and speak with the CEG to receive one-on-one assistance. You will be able to share your screen for someone to assist you right away.

Question(s):

What should I do when I receive “NGINX / OpenID Connect Login Failure” upon logging in?

In EM I went in to amend a previous amendment and the page kept coming up blank. The student’s name was at the top of the page and the rest was empty. I refreshed and tried various workarounds. My colleague at a sister school encountered the same glitch.

What happens if we can't find a Chapter 35 student in the system and EM won't allow us to add the student?

My colleagues and myself are getting a blank screen when selecting Amend - is this a known glitch or specific to us?

Answer:

We recommend you try clearing your cache and cookies and trying to log in again. Also try an incognito/different browser.

Question(s):

Why is EM forcing the use of inaccurate reasons for amendments?

During an Amendment, Enrollment Manager is requiring me to select a wrong amendment reason before it will process. Is this going to cause a delay in the processing of the amendment?

Answer:

We believe this defect was resolved with the April 8 EM update.

Debt Management Center (DMC)

Question(s):

For those of us who are Veterans and school officials, why do debt inquiries for our institution (general question) go to our personal tab instead of our business tab in AVA?

Answer:

For it to go under your business tab, you would need to select on "on behalf of a Veteran"- that's another reason why we recommend using "on behalf of a Veteran" for any specific debt inquiry and only choose "general question" when you are requesting a debt list from DMC.

Question(s):

Are student offsets still in practice where T&F may be reduced to cover a student debt?

Answer:

No.

Question(s):

Please, please include term dates on debt notices. Currently they are not on there about 75% of the time. When trying to match up debts that are the same dollar amount, it is very helpful to have term dates.

Answer:

DMC has reported this issue for review.

Question(s):

I have a debt from Coronavirus Disease of 2019 (COVID-19) that I can't seem to get acknowledged or a debt letter generated. Not sure what I did wrong, but this student is owed the money.

A debt is created to the institution when a student takes an LOA. When we acknowledge the student returned, we get a new payment instead of the payment getting applied to debt the institution already has outstanding. Why does this happen?

We received a debt letter for a student claiming a change was made by our institution. When reviewing with the SCO Hotline, we discovered the student lost their Chapter 33 TOE benefits due to the soldier not completing the service requirement. Why is the incorrect reason listed on the debt letter? It makes it very confusing for the business office when remitting payment because the student did attend and received passing grades.

I have a student debt that is incorrect, as the student remained in all but one of his courses. Would it be better for me to call to dispute this or utilize AVA?

Answer:

The Regional Processing Office (RPO) processes enrollments, creates debts, and sends the initial debt letter with the reason for the debt. Once the RPO creates a debt, the debt then flows to DMC for collection.

For debt creation and information, it is recommended you work with the RPO directly. Please contact the SCO hotline or contact the RPO in AVA.

Question(s):

Who should we contact if we are waiting on a debt notification for a Chapter 31 student?

We are having trouble getting money returned on our Chapter 31 students. We have been told we need a credit memo and am not having any luck getting those in the Tungsten Network.

Answer:

Please reach out to the Vocational Rehabilitation Counselor assigned to the case.

Question(s):

We are still receiving debt letters with the old electronic mail (Email) on them as a point of contact. It would be helpful if the letters could be updated to include AVA.

Answer:

Noted on the letters.

Question(s):

We have a strange debt situation going on at our school that I can't seem to get any answers about. If someone from DMC could contact me directly, I'd greatly appreciate it.

We used to be able to get a report from DMC regarding outstanding debt. We were told to send the request through AVA. We provided the facility code. We did not get the information.

What is the timeframe on sending a debt review over? I submitted one in December and still haven't received a response yet.

We have an issue that is in progress of being researched; how long does it take for issues to be resolved?

Answer:

If you submitted your question in AVA, you may send a follow up inquiry. Normally if your account requires additional review, you will be given a timeline for an expected response.

If you are going back and forth in AVA and not getting a satisfactory response on a DMC issue, here are some emails: Gary.Greenwood2@va.gov is our management analyst, Tamara.Dorle@va.gov supervises the team that responds to AVA inquiries, my email is Nicole.Haselberger@va.gov, or you could also reach out to Julie.Lawrence@va.gov who is the chief of our division.

Please include the AVA inquiry number when you reach out to us so we can research your concern.

Question(s):

Can DMC please send the remittance forms for debt under $4.00? The institution and the student receive the debt notice from the VA but not DMC. I have a stack of debts going back 3 years that needs paid. It creates a ton of extra work to find these when it just gets tacked on to a current debt and creates accounting issues.

Answer:

When the debt is created under $5.00 and that is the only debt, it will not come into DMC's system - we can' t do a remittance for a debt that isn't in our DMC system. If you have a bunch of small debts and you need to get the funds sent over, we can work with you on that.

Question(s):

I have never heard of pay.gov. Can institutions pay school debts through this?

Answer:

Absolutely- you can pay online at https://www.pay.va.gov/. You will need some information from your letter from DMC - it is very important to have the correct payee number for proper application of your payment.

Question(s):

Any chance that DMC is going to collect Edith Nourse Rogers Science Technology Engineering Math (STEM) debt?

Does DMC handle STEM debt? If not, who do we contact?

Answer:

There are no plans for DMC to collect STEM debt currently.

Schools should use the following email for STEM debt questions: STEM.VBABUF@va.gov

Question(s):

Why can’t the debt remittance and overpayment letters be sent electronically? US mail can be up to 3 weeks.

Answer:

DMC is required by law to send paper debt letters at this time. We are aware that it would be very helpful to schools to also receive debt information electronically; however, there is currently no information on when a solution for this can be developed.

Question(s):

If you have a few years of students that need to be addressed regarding debt, what is the best way to complete this task? I am cleaning up reports on about two years prior to me starting.

Answer:

It's best to send an individual inquiry for each student in AVA. If your issue is with debt that exists that you need to dispute or better understand, you can reach to DMC - if it is cases where you think the school should have had a debt but did not, DMC cannot create a debt so you would want to contact the RPO directly through AVA.

Question(s):

How do I go about requesting a debt letter? Would I be able to request this through AVA as well?

Answer:

Yes, you can request through AVA.

ID.me and Login.gov Resources

**All ID.me & Login.gov questions, please utilize these resources:

Online Support Ticket System: ID.me Help Center
Live Chat: ID.me Help Center

User Guides

How to set up and protect an ID.me Account: ID.me-VA-User-Guide_Web.pdf
How to verify your identity on a video call: Verify Your Identity on a Video Call

Other Resources