edu vso quarterly briefing 05212015

VSO Quarterly Briefing

May 21, 2015

EDUCATION SERVICE UPDATE

benefits.va.gov/gibill

OVERVIEW FY11-FY14 Trainees/Dollars Paid Long Term Solution Automation Summary Long Term Solution Release 6.5.0 Claims Processing Highlights Education Call Center Highlights Principles of Excellence Updates

Comparison Tool Feedback System (Centralized Complaint System)

PL 113-164 Veterans Access, Choice and Accountability Act of 2014 Section 701 Section 702


FY 2011 FY 2014 Trainees/Dollars Paid

Benefit Education Programs FY 11 Trainees Dollars Paid FY 12 Trainees

Dollars Paid FY 13 Trainees

Dollars Paid

FY 14 Trainees

Dollars Paid

Chapter 30 Montgomery GI Bill (MGIB)-AD 185,220 / $1.4B 118,549 / $932M 99,755 / $775M

77,389 / $512M

Chapter 32 Veterans Educational Assistance Program (VEAP) 112 / $1.3M 76 / $682K 29 / $496K

8 / $359K

*Chapter 33 Post-9/11 GI Bill 555,329 / $7.7B 646,302 / $8.5B 754,229 / $10.2B

790,408 / $10.8B

Chapter 35 Survivors and Dependents Educational Assistance Program (DEA)

90,657 / $463M 87,707 / $455M 89,160 / $483M

90,789 / $514M

Chapter 1606 Montgomery GI Bill Selected Reserve (MGIB-SR) 65,216 / $201M 60,393 / $157M 62,656 / $156M

63,745/ $150M

Chapter 1607 Reserve Educational Assistance Program (REAP) 27,302 / $95M 19,774 / $77M 17, 297 / $70M

13,784/ $56M

Veterans Retraining Assistance Program (VRAP) N/A 12,251 / $6.1M 67,918 / $428M

52,288 / $413M

Total 923,836 / $9.8B 945,052 / $10.1B 1,091,044 / $12.1B

1,088,411 / $12.4B

As of May 19, 2015, VA issued $51.8 billion in Post-9/11 GI Bill benefit payments to 1,392,677 individuals since

program inception (August 2009)

Note: Dollars may not add due to rounding
PresenterPresentation NotesParticipation in MGIB-AD, VEAP and REAP programs has declined, while the Post9/11 GI Bill participation has steadily increasedPost-9/11 GI Bill paid the highest average of all VA education programs in FY14 with a yearly average of $13,465 -- 36% higher than MGIB (CH30)


Long Term Solution Ch. 33 Only Supplemental Automation Summary

Totals: FY 14

Claims Received : 2,965,980 Fully Automated : 1,524,570 Partially Automated : 1,048,709 % Fully Automated : 51.4% % Partially Automated : 33.1%

Totals: FY 15 To Date

Claims Received : 1,674,853 Fully Automated : 889,109 Partially Automated : 562,413 % Fully Automated: 53.1% % Partially Automated: 33.6%


LTS 6.5.0 launched on May 18, 2015 implements solutions for production defects and addresses technical defects to help simplify both automated and manual claims processing to include:

Second Signature for 81-Month Rule Transfer of Entitlement Source Enhancements Letters Awards User Interface Enhancement

Long Term Solution Release 6.5.0


In general, GI Bill benefits cannot be awarded for any portion of a term in which a student does not receive a punitive grade

Mitigating circumstances are unanticipated or unavoidable events beyond a beneficiarys control that lead to the withdrawal from, or failure to complete, one or more classes with non-punitive grades

Current State: Due to LTS system limitations, we have not been creating debts for all benefits paid for a term due to a lack of mitigating circumstances

Future State: LTS now includes functionality to process multiple reductions and terminations, even those reported out of order, thereby allowing for the resumption of processing for mitigating circumstances

Students (or schools) will be required to submit evidence to substantiate the reason(s) for being unable to complete course(s) for which a non-punitive is assigned

If not received or approved, all benefits paid for the term will constitute a student debt

If approved, mitigating circumstances will reduce student debts by allowing for benefit payments through the last date of attendance

Long Term Solution Release 6.5.0 - Mitigating Circumstances Letters
PresenterPresentation NotesPunitive grades are factored into the students Grade Point Average (GPA).Non-punitive grades are not factored into the students Grade Point Average (GPA).Since tuition and fees are generally paid up front under the Post-9/11 GI Bill, dropping one or more classes can lead to the creation of a significant debt, with or without mitigating circumstances.If mitigating circumstances are not received with the notice of reduction or withdrawal, VA will automatically create a debt back to the first day of the term. The debt will reduced if mitigating circumstances are received after the fact.

Claims Inventory FY13 FY14 FY15

Claims Processed (All Benefit Types) 4.5M 4.3M 2.4M

Original Claims Timeliness (Average Days to Complete) 26.2 16.7 15.8

Supplemental Claims Timeliness (Average Days to Complete) 9.7 5.9 5.9

Payment Accuracy 98.7% 98.7% 99.3%

Claims Processing Highlights


Processing Targets for FY 2015

Process 4.5 million claims Continue to improve average days

to complete original and supplemental claims

Maintain 98% (or better) payment processing accuracy

Claims Processed

Original Supplemental

March 2015 28,797 294,414

April 2015 29,538 277,229
PresenterPresentation NotesGenerally, the quality numbers for a particular quarter are not available until near the end of the NEXT quarter. This is due to the time is takes to complete all four reviews and issue formal Quality Reports.

Claims Processing Highlights

PresenterPresentation NotesThe quality numbers for the 1st Quarter FY15 are not available at this time. We will not finish all of our quality reviews until sometime in March. Generally, the quality numbers for a particular quarter are not available until near the end of the NEXT quarter. This is due to the time is takes to complete all four reviews and issue formal Quality Reports.


VA exceeds the government benchmark of 731

VA exceeds the service industry benchmark of 811

11

Education Call Center Highlights

780

790

800

810

820

830

840

850

860

809

844847

840

824

844855

JD Power External Quality Scores


Education Call Center Highlights

April 2015

Courtesy of Representative 9.2

Representatives Concern 8.6

Knowledge of Representative 8.7

11

April 2015

Overall Quality 97.62%

Technical Quality 98.80%

Courtesy/Professionalism 96.43%

7

7.5

8

8.5

9

9.5

Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15

JD Power External Quality ScoresCourtesy Knowledge Concern

94%

95%

96%

97%

98%

99%

100%

Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15

Internal Quality ScoresOverall Quality Technical Quality Courtesy - Professionalism


Comparison Tool was launched on February 4, 2014, in response to Executive Order 13607 to implement and promote Principles of Excellence. Two additional releases were launched in 2014. As of May 19, 2015, the Tool has had over 1 million page views and 953k unique visitors have accessed the Tool.

http://department-of-veterans-affairs.github.io/gi-bill-comparison-tool/ Functionalities of the Tool

Streamlines information into an easy-to-use online tool Combines resources from more than 17 different web pages and three Federal Agencies Provides information to calculate benefits and research approved programs Compares multiple schools Displays school level complaint data from the Feedback System

GI Bill Comparison Tool

Tool Tips Enhanced print functionality In-State Tuition Compliance Data Dashboard School Certifying Official Contact Information Detailed Accreditation Information

Major/Program Type Credit Transfer Policies School Profile Page Veteran Outcome Measures Feedback Rating

Future Releases
http://department-of-veterans-affairs.github.io/gi-bill-comparison-tool/


GI Bill Comparison Tool How to Provide Feedback

VBA welcomes feedback on the Comparison Tool and encourages all visitors to submit feedback by clicking on the Feedback link located at the bottom of the tools page.

Feedback

If you experience technical issues or have feedback on how we can improve the GI Bill Comparison Tool, please send us an email at [email protected] with Comparison Tool in the subject line. Based on your feedback, we will be making quarterly updates to the GI Bill Comparison Tool. Please note this email is only for website-related issues, all questions regarding GI Bill benefits should be directed to the Ask a Question section of our website: www.benefits.va.gov/gibill
mailto:[email protected]:[email protected]://www.benefits.va.gov/gibill


On January 30, 2014, VA launched the Feedback System to intake student complaints concerning non-compliant POE schools.

Total POE complaints received as of May 12, 2015: 1,954 (66%)

Pending: 17 (


GI Bill Feedback System Complaints by Issue

Complaints by Issue Post-Graduation Job Opportunities 99

Release of Transcripts 131

Transfer of Credits 164

Student Loans 153

Change of Program 185

Grade Policy 193

Accreditation 217

Recruiting/Marketing Practices 281

Refund Issues 353

Quality of Education 513

Other 735

Financial Issues (e.g. Tuition/Fee Charges) 1054

0 500 1000 1500

Financial Issues (Tuition/Fee) 27%

Other 23%

Quality of Education 11%

Refund Issues 8%

Recruiting/Marketing Practices 6%

Accreditation 5%

Grade Policy 4%

Change of Program 4%

Student Loans 4%

Transfer of Credits 3%

Release of Transcripts 3%

Post Graduation Job Opportunities 2%

Monthly Trend by Issue Apr-15

Mar-15

Feb-15

Jan-15

Dec-14

Nov-14

Oct-14


Section 701: Extends eligibility for Post-9/11 GI Bill benefits under Fry Scholarship to the spouses of active duty Servicemembers who die in the line of duty

Section 701 Progress

October 20, 2014 Section 701 eligibility expansion was announced via VA press release

October 22, 2014 Deputy Under Secretary for Economic Opportunity sent e-mail announcing the expanded benefit; began promoting via social media; posted fact sheet to GI Bill website and Choice Act website

October 23, 2014 VA Form 22-5490 (Dependents Application for VA Education Benefits) published on VAs internet site

November 3, 2014 RPOs began accepting applications

November 5, 2014 Mailed over 6,800 letters to potential beneficiaries

May 15, 2015 RPOs have received 1,077 applications
PresenterPresentation NotesAtlanta Rcvd 73 Approved 57Buffalo Rcvd 212 Approved 98 St. Louis Rcvd 251 Approved 129 Muskogee Rcvd 541 Approved 381Total Fry Approved: 665


Section 702: Requires VA to disapprove programs of education under the Post-9/11 GI Bill and Montgomery GI Bill Active Duty at public institutions of higher learning if the school charges qualifying Veterans and dependents tuition and fees in excess of the rate for resident students for terms beginning after July 1, 2015

Section 702 Progress

October 29, 2014 VAs Under Secretary for Benefits sent letter and compliance guide to state governors

November 3, 2014 Fact Sheet posted on GI Bill website; email sent to provide info about the new law

November 28, 2014 Requested deadline for state responses to the letter from VA

December 5, 2014 - Education Service began hosting weekly Choice Act webinars/conference calls. VA invites all identified state POCs/designees, state Veterans Directors, State Approving Agencies, and National Council of State Legislators

January 2, 2015 - To avoid disruption to Veterans, VA sent guidance to all public schools to certify $0 tuition and fees until states become compliant

May 15, 2015 VAs Under Secretary for Benefits sent letter to the non-compliant states Governors offices advising them of the waiver provisions

May 15, 2015 VA News Release VA Secretary waives resident-rate requirements of the Choice Act through December 2014


The Secretary of Veterans Affairs has used his authority to waive the provisions of Section 702 of the Veterans Access, Choice and Accountability Act of 2014 (Choice Act) through December 2015.

Under Section 702, VA must disapprove education programs at public institutions for Post-9/11 GI Bill and Montgomery GI Bill-Active Duty (MGIB-AD) benefits if a school charges certain individuals tuition and fees in excess of the resident rate for terms beginning after July 1, 2015.

VA recognizes that the time allotted for states and territories to comply with Section 702 of the Choice Act is challenging for some states and schools due to the processes required to make legislative and/or policy changes.

This limited waiver by Secretary McDonald covers programs that are not in compliance for all terms beginning prior to January 1, 2016, in order to allow time for non-compliant states and territories to make the requisite legislative and policy changes.

This action will ensure all GI Bill students are able to continue training at their chosen institutions.


States Compliance Status as of May 19, 2015 23 States (AL, AK, AZ, GA, IN, KY, MA, MD, MO, MS, ND, NE, NH, SC, SD, NJ,

NV, NY, TN, TX, UT, WV, and WY) are compliant with Section 702 and were confirmed by Education Service and Office of General Counsel

11 States and the District of Columbia have formally replied to date and indicated an intent to comply by July 1, 2015 (DC, HI, IA, ID, IL, MN, MT, NC, OH, OK, WA, WI) VA has provided Technical Assistance to 11 of the above mentioned states

(DC, HI, ID, IL, MN, MT, NC, OH, OK, WA, WI) 8 of the Tech Assists VA determined, if adopted, would bring the state into

compliance (ID, IL, MN, MT, NC, OK, WA, WI) 4 states have introduced the bill or amendment to the state legislature (IL,

NC, OH, WA)


States Compliance Status as of May 19, 2015 11 States and 4 Territories have contacted VA (either asking questions or

requesting more time), but have not issued a formal response to all 3 questions in the letter (AS, CA, CO, CT, FL, GU, KS, LA, ME, MP, NM, PA, RI, VI, VT) VA has provided Technical Assistance to 9 of the above mentioned states

(CA, CO, FL, KS, ME, NM, MP, PA, RI) 5 states have introduced the bill to the state legislature (CA, CO, FL, KS,

PA) 5 States and 1 Territory (AR, DE, MI, OR, PR, and VA) responded stating that

the decision and changes will be made below the state level VA has provided Technical Assistance to 5 of the above mentioned states

and territories (AR, MI, OR, PR, and VA)
PresenterPresentation NotesAmerica Samoa, Guam, Northern Mariana Islands, Puerto Rico and the Virgin Islands


VA and SAAs have joined forces to assist states in implementing the provisions of Section 702

SAAs play the role of force multipliers for 702 implementation

Provide leadership, coordination and progress status

Once implemented, VA and SAAs will verify continued compliance with Section 702 requirements
PresenterPresentation Notes20 SAAs are connected with Veterans Affairs Agencies23 SAAs are affiliated with Education/Workforce Instruction/Accrediting OfficesThe remainder are named just State Approving Agency or are On-the-Job-Training or VA is Acting


Contact Us

WEBSITE: www.benefits.va.gov/gibill FACEBOOK: www.facebook.com/gibillEducation TELEPHONE: 1-888-GIBILL-1 (1-888-442-4551)
http://www.benefits.va.gov/gibillhttp://www.facebook.com/gibillEducationVSO Quarterly BriefingOVERVIEWFY 2011 FY 2014 Trainees/Dollars PaidLong Term Solution Ch. 33 Only Supplemental Automation Summary Long Term Solution Release 6.5.0Long Term Solution Release 6.5.0 - Mitigating Circumstances LettersClaims Processing HighlightsClaims Processing HighlightsEducation Call Center HighlightsEducation Call Center HighlightsGI Bill Comparison ToolGI Bill Comparison Tool How to Provide FeedbackSlide Number 13Slide Number 14PL 113-146 - Veterans Access, Choice and Accountability Act of 2014PL 113-146 - Veterans Access, Choice and Accountability Act of 2014PL 113-146 - Veterans Access, Choice and Accountability Act of 2014Slide Number 18Slide Number 19Slide Number 20Slide Number 21Contact Us

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