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Marie George, Chief Education Liaison Officer, Central Region

SCO Workshop Principles of Excellence Executive Order 13607. Marie George, Chief Education Liaison Officer, Central Region St Louis Regional Processing Office Update, AVECO July 14 - 18, 2014. CELO REGION JURISDICTIONS. CENTRAL – Marie George EAST – Michele Mendola

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Marie George, Chief Education Liaison Officer, Central Region

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  1. SCO Workshop Principles of Excellence Executive Order 13607 Marie George, Chief Education Liaison Officer, Central Region St Louis Regional Processing Office Update, AVECO July 14 - 18, 2014

  2. CELO REGION JURISDICTIONS • CENTRAL – Marie George • EAST – Michele Mendola • SOUTH – Linda McAllister • WEST – Michael Marks

  3. PRINCIPLES OF EXCELLENCEExecutive Order 13607 Implemented by Executive Order to ensure our service members, veterans, spouses, and other family members have the information they need to make informed decisions concerning their well-earned Federal military and veterans educational benefits, and to strengthen oversight, enforcement, and accountability within these benefits programs.

  4. PRINCIPLES OF EXCELLENCEExecutive Order 13607 • Educational institutions participating in the Principles of Excellence program agree to the following guidelines: • Provide students with a personalized form covering the total cost of an education program (FA Shopping Sheet). • Provide educational plans for all military and Veteran education beneficiaries. • End fraudulent and aggressive recruiting techniques and misrepresentations. • Accommodate Service members and Reservists absent due to service requirements. • Designate a point of contact to provide academic and financial advice. • Ensure accreditation of all new programs prior to enrolling students. • Align institutional refund policies with those under Title IV, which governs the administration of federal student financial aid programs.

  5. VA GI BILL FEEDBACK SYSTEM • Designed for Veterans, Service members, and eligible dependents to report negative experiences with educational institutions; • Gives the federal government the information needed to identify and address unfair, deceptive, and misleading practices and ensure high quality academic and student support services are available for Veterans, Service members, and their families.

  6. VA GI BILL FEEDBACK SYSTEM WHEN SHOULD A COMPLAINT BE SUBMITTED • If a school or employer is failing to follow the Principles of Excellence. VA will review the following types of complaints: • Questions about eligibility and payments under the GI Bill should be directed to the “Ask a Question” section of the GIBILL website.

  7. VA Feedback System VA Website: http://www.benefits.va.gov/GIBILL/Feedback.asp

  8. VA Feedback System

  9. FEEDBACK/COMPLAINT SYSTEM

  10. Principles of Excellence Email

  11. PoE Email • Procedures. The CELO will determine course of action to conduct a targeted review regarding the allegation or a prioritized compliance survey with emphasis surrounding the allegation or situation. • Reporting Requirements. The CELO or designee will report findings and action(s) taken through existing compliance survey reporting procedures. In addition, status updates will be reported to PoE CS Complaint Case Managers at Process.VBAVACO@va.gov. PoE CS Complaint Case Managers will send a summary to the student to review and determine whether their issue was addressed and/or resolved to their satisfaction. Targeted risk-based reviews may be referred or shared with other federal or state government agencies in accordance with approved agreements as determined by VACO. The complaint information and resolution will be recorded in PoE CS and forwarded to the Federal Trade Commission’s Consumer Sentinel Network database. • Questions. If you have any questions, please contact the PoECS Complaint Case Managers at Process.VBAVACO@va.gov. • Sincerely • ATTACHEMENTS: Complaint from the Student VA Targeted Risk Based Review Policy and Procedures

  12. Role of the School • When feedback is received for a school, VA will contact school on behalf of the student and work toward a resolution • The School Certifying Official (SCO) on record will be contacted • Institutions will have an opportunity to appoint another representative other than the SCO to handle complaints • Complaints should be handled within 60 days from submission • Complaints and their resolution(s) will be forwarded to the FTC Consumer Sentinel Network • These complaints will be accessible by over 650 federal, state, and local law enforcement agencies

  13. VA Feedback System • Tips • Research the complaint • - Who should respond? • - What are the facts? • Draft a letter to the student • Send the response to the VA

  14. Resources • www.benefits.va.gov/gibill • Locate your ELR • Download SCO Handbook • Benefits information • Debt Management Center • dmcedu.vbaspl@va.gov – SCO only • dmc.ops@va.gov - students or schools • 800-827-0648 • www.va.gov/debtman/ • National Education Call Center • 888-442-4551 – General Questions • 855-225-1159 - SCO dedicated phone line Ask a question (Right Now Web): www.benefits.va.gov/gibill

  15. Questions?

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