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PoE: Outcome Measures for Assessing Military/Veteran Student Success

PoE: Outcome Measures for Assessing Military/Veteran Student Success. February 13, 2014 CCME. OVERVIEW. Long Term Solution Claims Processing Highlights Principles of Excellence Centralized Complaint System Comparison Tool Outcome Measures.

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PoE: Outcome Measures for Assessing Military/Veteran Student Success

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  1. PoE: Outcome Measures for Assessing Military/Veteran Student Success February 13, 2014 CCME

  2. OVERVIEW • Long Term Solution • Claims Processing Highlights • Principles of Excellence • Centralized Complaint System • Comparison Tool • Outcome Measures

  3. Long Term Solution (LTS) Supplemental Automation Summary

  4. FY13 Claims Processing Highlights • 4,513,286 total education claims processed (28% more than FY12) • 561,139 original claims (14% more than FY12) • 3,952,147 supplemental claims (31% more than FY12) • Payment processing accuracy rate at 98.7% • Exceeded the target of 98% • 58% reduction in pending claims volume in FY13 • Pending claims at the end of FY13 was 89,331 (FY12 was 213,590 claims) • Exceeded claims processing timeliness goals (average days to complete) • Original claims at 26.2 days compared to 30.5 in FY12 (14% improvement) • Supplemental claims at 9.7 days compared to 16.5 in FY12 (41% improvement)

  5. Principles of Excellence – Centralized Complaint System • VA and DoD created a complaint system for students to register complaints against educational institutions for fraudulent, deceptive, and misleading practices that will be tracked to the educational institution and responses provided to the complainant • Developed a system with DoD to accept complaints through a webform and the Education Service national call center • Launched on January 30, 2014 • 285 complaints received within the first 24 hours across agencies (VA, DoD, Dept. of Ed) • There were 8,719 Complaint System landing-page views and 2,145 further logins to the actual Complaint System through the last report on 2/6/14.  • 671 complaints were submitted as of 2/7/14. • Slightly over 50% of the complaints received were benefit related questions • The top two benefits cited were: • Post-9/11 GI Bill (39%) • VRAP (26%) • The remainder was spread across other benefits. 4

  6. Principles of Excellence – Comparison Tool • GI Bill Estimator/Comparison Tool; allows Veterans and family members to calculate estimated GI Bill benefits and research approved educational institutions. • Website -http://benefits.va.gov/gibill/comparison • Phase I – Launched February 4, 2014 • Value of their GI Bill benefit at a particular school (estimator) • School indicators (similar to college scorecard) • Veteran indicators (e.g., PoE, Yellow Ribbon, GI Bill beneficiaries) • Phase II • Calculates GI Bill Benefits • Tuition / Fees (pre-populated from ED’s database) • In-State vs. Out of State • School Indicators (PL Requirements) • Retention rate • Accreditation • Veteran Student Outcomes Measures • During School (Retention Rates, Persistence Rates, Course Completion Rates) • Graduation (Transfer Rates, Graduation Rates, Certificate Completion)

  7. Principles of Excellence – Veteran Student Outcome Measures • VA, DoD, and ED have developed Veteran student outcome measures • Purpose of outcome measures: • To ascertain success among Veterans in utilizing the GI Bill program • To identify what Veterans/Servicemembers need to know when choosing a school • To identify what the Federal government should know to ensure an education program is appropriate • Agencies continue to analyze data sources to determine course of action to obtain Veterans and Servicemember student outcome measures and cohort information from existing systems • The list has been vetted with VSOs and higher education organizations • Retention rate • Persistence rate • Course completion rate • Transfer-out rate • Graduation rate • Certificate completion • Number of years to complete degree/certificate • Number of institutions attended to complete program • Median Federal student loan borrowing • Federal student loan default rate • Average salary • Unemployment rates • Employment in field of study • Outcome measures and definitions published on College Navigator (ED’s website) on November 8, 2013 (http://nces.ed.gov/collegenavigator/) • DoD will develop alternate measures for DoD population

  8. EDU Realignment • VBA realigned authority over the planning and management of education claims processing from the Office of Field Operations (OFO) to Education Service (EDU) on October 1, 2013 • The realignment only affects managerial staff at the four Regional Processing Offices (RPO). It does not impact the day-to-day work of RPO claims processing staff. • The realignment enhances VBA’s effectiveness by establishing a direct line of authority to EDU to enhance responsiveness between staff responsible for production and staff involved in policy, training, and regulations. • EDU established a new organizational structure to include an Operations Division • Key Operations Issues • National workload management strategy • Updated performance standards • Organization structure • Reporting requirements.

  9. CONTACT US WEBSITE: www.benefits.va.gov/gibill TELEPHONE: 1-888-GIBILL-1 (1-888-442-4551)

  10. BACK UP SLIDES – Centralized Complaint System The top schools based on number of complaints received are:

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