Virtual Customer Service

Customer Service Specialist by: Kirstin Savage

For the last few years, visitors have been coming to the DANTES website and submitting questions to find information about DoD VolEd programs. This article shares the top 5 trending topics for 2019, with information that education counselors can use to help minimize confusion and facilitate the challenging processes faced by military students.

CREDIT BY EXAM 1. DSST We receive numerous inquiries about the DSST exams, including questions about registration, scheduling, where to find test prep materials, free retesting, scoring and reporting.

Prometric owns the DSST exams and delivers free and for purchase DSST exam preparation resources online. They offer in-depth courses, practice tests, videos, flash cards, as well as the DSST Mobile Prep App, all with 24/7 access.

Students will complete the registration and verification of DANTES-funding eligibility at the testing center within the testing platform on the day of the exam.

Exam results are available to the test taker immediately after administration, except for those taking the Principles Public Speaking exam. Prometric emails scores for the public speaking exam to the address provided at the time of registration. Test takers can access their scores at any time for

DANTES Information Bulletin reviewing and reprinting by logging in to their account on the testing platform. DSST scores are automatically and electronically reported to the Joint Services Transcript (JST), Air Force Automated Education Management System (AFAEMS) and Community College of the Air Force (CCAF). Refer students to CCAF when scores are missing from a CCAF Progress Report.

If a student is registered with other academic institutions, Prometric will mail a paper score report when the school’s 4-digit DSST code has been entered at the time of testing. Advise students to check with their school 4-6 weeks after testing to verify that their score has been received. Get started taking DANTES-funded DSSTs by visiting www. myvoled.com/dsst

Refer any questions about scoring and reporting to Prometric at www.getcollegecredit.com/contact/

2. CLEP The most common questions that military students ask about the CLEP program are; where to order free Examination Guides, how to register as a DANTES-funded candidate and what happens if a registration ticket expires.

Information on the DANTES website provides a complete overview of the CLEP program and includes step-by-step instructions you can use to help students begin the process of testing.

The College Board owns the CLEP exams. Military students are required to create a MyCLEP account and specify their DANTES-funded eligibility status under the “Edit Personal Details” section of the registration process. The College Board automatically cancels a CLEP registration ticket for a DANTES-funded student, 6 months from the date of “purchase.” There is no penalty for cancelling a registration; however, once a ticket is cancelled, the student will need to re-register to take the exam.

Get started taking DANTES-funded CLEP exams by visiting www.myvoled.com/clep Refer students to the College Board for help with their registration process https://pages.collegeboard.org/contact-us

3. Transcripts The most frequently asked transcript questions are “How do military students access free, unofficial scores of CLEP and DSSTs for potential credit review and purchase official transcripts of these exams, for reporting scores to a school for credit award?”

Recent changes have made it more convenient for students to retrieve unofficial scores for review, guidance and counseling purposes.

• Refer members of the Army, Navy, Marine Corps and Coast Guard to JST’s website to register for an account to access scores at https://jst.doded.mil. • Air Force students can view their records in AFAEMS at www.au.af.mil/au/ccaf/transcripts.asp

Find a complete list of transcript resources at www. myvoled.com/transcripts

4. SAT Perhaps the greatest concerns that military students report about the SAT program are: Where to take the SAT? What are the testing dates? How will they be funded or reimbursed for test fees?

• The exam is available paper-based, on a DANTES-funded basis at DANTES test site locations, worldwide. There are less than 50 test sites in operation and availability of these locations will continue to decrease over time, as the SAT program transitions to a reimbursement-only option. • The SAT is widely available on a reimbursement basis at National/International SAT Test Centers.

Learn more about the up-front funded and reimbursement options at www.myvoled.com/sat

5. Reimbursements Questions about Exam reimbursements was the fifth most frequently asked by military students: What type of exams qualify? Who is eligible? How and when are reimbursement funds disbursed? What is the status of a submission? Who do I con tact for assistance?

DANTES reimburses test fees for exam administra tion at National Test Centers for the GED, ACT, SAT, GRE General, GRE Subject, GMAT and Praxis Exams. Test fees of exams for certification and credential ing programs are not authorized for reimbursement by DANTES. However, members may be eligible for support through the Veteran’s Adminis tration (VA), under their GI Bill/Education & Training Benefits: www.va.gov

Reimbursement Eligibility

• Eligibility is restricted to military personnel with a valid Common Access Card (CAC), identifying their affiliation as UNIFORMED SERVICES. • Applications are submitted via the CAC-en abled, Electronic Reimbursement Request. • Requests for reimbursement must be submit ted within 90 days of exam completion. • Uploaded, electronic files of a score report and payment receipt are required.

Members should expect a DFAS disbursement action into their military pay bank account, ap proximately three weeks after their application is received and approved for payment.

• Funds for the reimbursement action are not reflected on the member’s Leave and Earnings Statement (L.E.S.). • Check with a bank representative to determine receipt of a disbursement action titled “DFAS VENDOR PAY” prior to contacting DANTES. • Coast Guard members receive reimbursement via a U.S. Treasury Check that is sent to a valid address, approximately 6 weeks after their ap plication is received and approved for payment.

Learn more about the reimbursement program by visiting www.myvoled.com/reimbursement