W9124J20R0015 Atch 5 Army Continuing Education System (ACES) Field Guide 16 Apr 20.pdf

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W9124J20R0015 – Attachment 5

FF

ACES Field Guide

This guide provides an overview of functions related to the management of Tuition Assistance (TA) and other Army Continuing Education System (ACES) services. The guide, used in conjunction with AR 621-5, will assist ACES personnel in determining the action required to update Soldiers' GoArmyEd education records, approve TA , and process Customer Relationship Management (CRM) cases.

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W9124J20R0015 – Attachment 5 i

As of March 2019

Table of Contents is hyperlinked to each page of the document PLEASE DO NOT PRINT THIS DOCUMENT

Table of Contents

Introduction

Purpose

Using the Guide

GoArmyEd Roles and Functions

Army Education Counselor Functions

CE Functions

Education Services Officer (ESO) Functions

HQ ACES Functions

GoArmyEd Account Access

Homepage

Training

Student Record Overview

School Management Pages

ACES Field Functions

Account Activation

Account Deactivation

Account Updates

Army Career Tracker (ACT)

Army Installation Access

Civilian Integration

Dual Accounts – Military and Civilian

Component Personnel System Feeds

Counselor Briefings

Course Cancellation

Course Enrollment Override

Course Planner

Creating a CRM Case for a Soldier

CTS Creating and Tracking

Degree Progress Report

Education Center Mapping eFile eFile Document Found in Wrong Soldier's Account

Exception to Policy (ETP) After-the-Fact Tuition Assistance

Expiration of Term of Service (ETS) Date

Foreign Credential Evaluation

GoArmyEd and Official School Transcripts

GPA Manual Calculation

Grade Entry

Dropped Courses

Grade Changes

Grade Entry for Early Completion

Graduation Reporting

Holds

ACES Request (ACR) Hold

Career Program Management Hold

Certificate Limit Reached Hold

Civilian Education Code Hold

Course Drop after Start Date Hold

Course Failure Hold

Degree Complete Hold

ETS Date Hold

Flagged Hold Army Physical Fitness Test (APFT) or Army Weight Control Program (AWCP) Hold

Flagged Hold Suspension of Favorable Personnel Action (SFPA) Hold

GPA Hold

HQ ACES Request Hold

Incomplete Grade Hold

Integrated Total Army Database (ITAPDB) Hold

Master’s Degree/Tier 2 Eligibility Hold

Maximum WM Hold

New User/Tier 1 Eligibility Hold

No Grade Hold

Semester Hour Hold

Statement of Understanding (SOU) Annual Hold

Student Agreement (SA) Hold

Home School and Degree Plan Change

Interactive Personnel Electronic Records (iPERMS)

Legacy Data

On-Duty Class Enrollment and Confirmation

Personally Identifiable Information (PII)

Promotion Points Memorandums

School Complaint

Statement of Understanding (SOU)

Strategic Foreign Languages

TA Suspension

Tuition Waiver Request

Veteran’s Benefits/Top-Up

VIA Tool

Military Withdrawal (WM) TA Recoupment Waiver Request

LOI Course Enrollments

Incorrect LOI Course Information

Late Enrollment

Student-Funded LOI Courses

Non-LOI TA Requests

CE FUNCTIONS

Change to Army Cost

Decrease to Army Cost

Increase to Army Cost

Drop or Withdrawal

Fees

Incorrect Course Level

Incorrect Course Number or Title

Incorrect End Date

Incorrect Start Date

Incorrect School

Incorrect Unit Cost and Changes to Army Cost

Incorrect Unit Type

Required Soldier Documentation

Student-Funded Courses

Non-TA Eligible Programs

ROTC Scholarships and Green to Gold Program

TA Ineligible Programs

Non-Traditional Degree Plans

AMEDD Enlisted Commissioning Program (AECP)

Specialized Chaplain Certificate

Host Nation Language, Cultural and History Courses

IPAP

Teacher Certification and Licensure

Academic or Transition Certificates

Acronyms

Introduction

The GoArmyEd portal is the virtual gateway for all eligible Active Duty (AD), Army National Guard (ARNG) and United States Army Reserve (USAR) Soldiers to request TA online, anytime, anywhere for classroom and distance learning. Additionally, GoArmyEd is the gateway for Reserve Officers’ Training Corps (ROTC) cadets to manage their merit-based scholarship funds and Army Civilians to apply for civilian education, training, and leadership development events.

Purpose

The guide provides functional support to Army Continuing Education System (ACES) personnel with a GoArmyEd user role. Additionally, this guide:

Provides written recommendations from GoArmyEd Subject Matter Experts (SME)

Serves as a tool for completing various account activities that involve multiple stakeholders (e.g., education center personnel, Soldiers and school officials)

The guide contains guidance on:

GoArmyEd features and functionality

How to navigate GoArmyEd to locate information and perform Soldier administrative transactions

Tools to advise Soldiers when selecting a home school, degree plan, and courses

TA financial management activities

Using the ACES CRM tool to resolve Soldier questions or issues directly though GoArmyEd

Available support and communication resources

Please note that annotations labeled “HQ ACES only” in the guide pertain to functions that only HQ ACES personnel can perform.

Using the Guide

The ACES Field Guide provides an overview of education center/office personnel functions related to GoArmyEd CRM cases, routine TA processes, and maintenance of Soldiers’ GoArmyEd records.

The following information may be useful in navigating the guide:

The Table of Contents page is hyperlinked at the end of each page to allow users to quickly return to the Table of Contents

Most sections contain hyperlinks to step-by-step instructions

HQ ACES recommends reviewing the related training and policy documents uploaded to the GoArmyEd portal for additional guidance on ACES policies and procedures.

GoArmyEd Roles and Functions

Army Education Counselor Functions

Record counseling notes

Authorize and activate a Soldier’s GoArmyEd account, allowing the Soldier access to TA, On-Duty classes, testing, and the Multi-Learning Facility (MLF)

Review, approve, or reject Soldier’s home school and degree plan choice

Approve a Soldier’s Student Agreement (SA)/official degree plan and Course Planner

Review and make recommendations on Non-LOI TA Requests

Manually enroll Soldiers in and withdraw Soldiers from On-Duty classes

View a Soldier’s GoArmyEd record, place and defer holds, authorize course and semester hour (SH) overrides, and perform other basic GoArmyEd functions

Process or submit a CRM case

Upload supporting documents to eFile

Certifying Enrollment (CE) Functions

Perform all functions listed under Army Education Counselor role

Approve or reject Non-LOI TA Requests

Manually enroll Soldiers in or withdraw Soldiers from Non-LOI classes

Education Services Officer (ESO) Functions

Perform all functions listed under Army Education Counselor and CE roles

Escalate after-the-fact TA Exception to Policy (ETP) CRM cases to HQ ACES

View GoArmyEd CRM case reports

Approve or reject on-post school classes

Approve or deny requests for TA recoupment waiver due to military withdrawal reasons

Manage contracts and delivery orders

Create and manage On-Duty class information

Enter test scores for a Soldier

Manage test centers and view test center information in GoArmyEd

Manage and view User Role reports in GoArmyEd

Manage and view Test Control Officer (TCO) User reports in GoArmyEd

Deactivate GoArmyEd access for personnel no longer employed at the education center/office

HQ ACES Functions

Perform all GoArmyEd functions

Approve or deny after-the-fact ETP TA requests

GoArmyEd Account Access

Approved Points of Contact (POC) identified by Installation Management Command (IMCOM), National Guard Bureau (NGB) and United States Army Reserve Command (USARC) can request activation of a new GoArmyEd account, modification of a current GoArmyEd account, or reactivation of a suspended GoArmyEd account by forwarding an account access request spreadsheet to HQ ACES at usarmy.knox.hrc.mbx.tagd-aces@mail.mil

GoArmyEd Student Support will provide a user name and temporary password to a new user via email once account access has been granted

After 30 days of inactivity, GoArmyEd automatically deactivates an account and a request for an account reactivation must be submitted to HQ ACES through normal request channels, if required

ESOs have the ability to deactivate GoArmyEd account access for personnel no longer employed at education center/office mailto:usarmy.knox.hrc.mbx.tagd-aces@mail.mil

The following section is intended to assist users in understanding key GoArmyEd features and portal organization.

GoArmyEd

Home Page

Log in to GoArmyEd at www.goarmyed.com.

GoArmyEd Login

Users can log in using user name and password

Users with a Common Access Card (CAC) can log in by selecting the CAC or login symbol http://www.goarmyed.com/

User Agreement Users must agree to the conditions of use to access GoArmyEd

Quick Access

Menus A quick access menu is located in the upper left corner of GoArmyEd

Home Icon Select the home icon to return to the ACES Counselor Homepage

Counselor Dashboard

A user’s homepage appears upon log in

Pending Request Section

The Pending Request section lists the number of pending requests in the various GoArmyEd queues

This section should be monitored daily

The Student Management section allows users to:

Locate and open a Soldier’s Record using the Soldier’s last name and last four of the Social Security Number (SSN), or by using the Soldier’s GoArmyEd ID

See previous records viewed

Student

Management

Section

Change the number of records displayed by using the drop-down menu

Select a name and go directly to the Soldier’s record

Users can select the gear to the right of the Soldier’s name to:

Create a Contact Sheet

Create a CRM case

Go to the Student Record

Helpdesk Information Section

The Helpdesk Information section allows users to:

Locate a CRM case

Create or track a CRM case

Access CRM case queues

Select the “Information” button for pop-up window with explanations and/or links

Helpdesk Cases

The Helpdesk Information section allows users to:

Access any CRM cases opened by the user

Create a new CRM case

Message Center

The Message Center section allows users to view:

Broadcast messages

Tips of the Day

Scheduled maintenance and downtime

Technical process information

Tip of the Day Archive Link

On-Duty classes are usually taken at an education center and are not funded by TA

On-Duty Resources Section

The On-Duty Class Roster link allows eligible users to view a roster that lists all Soldiers and non-TA designated students for a particular course

The On-Duty Class Management link allows eligible users to create and manage On-Duty class information and On-Duty class rosters

The On-Duty Class Enrollment Information link allows eligible users to access a GoArmyEd student record to assist in enrolling a student in an On-Duty class

ACES Resources

The Army Education Counselor Communications link allows users to view and download ACES communications such as education policy documents, education incentives documents, and Army Personnel Testing (APT) documents

The Broadcast Messages to Soldiers link allows users to send communications through GoArmyEd to a selected group of Soldiers

The Counselor Briefing link allows users to create and track counselor briefings

The Data Warehouse Cognos 10 link is used to launch and use Data Warehouse

The Degree Program Management (DPM) link allows users to view a list of active Degree Programs in GoArmyEd

The Expected to Graduate Report link allows users to view a list of Soldiers who are graduating soon

The Military Withdrawal Queue link allows ESO users to review or process a list of pending WM requests for their education center/office

The Reference Documents link allows users to view or download GoArmyEd reference and training documents

The School Management link allows users to view school information and POC phone number/email address

The TA Request Queue link allows users to access Non-LOI TA Request forms submitted for their education center/office include

The GoArmyEd Tutorials link allows users to view ACES, Soldier, and school training or reference documents that include step-by-step instructions on common GoArmyEd processes

Menus are accessible from the

GoArmyEd public and home pages

Bottom Menus

Users should select this link to update personal GoArmyEd account information and change a password

Account

Information Link

(bottom of page)

Users must provide an office phone number with area code and country calling code that can be used to contact them from the United States

Users should update mailing address, servicing Education Center, preferred email, and any other account information as needed

ACES Resources Menu (bottom of page)

The Class Roster link allows users to view the number of Soldiers enrolled in a specific class

The Class Schedule link allows users to review the start, end, and registration dates for an LOI class

Money for College

Menu (bottom of page)

The Money for College links allow users to review information about various forms of educational funding

GoArmyEd Menu

(bottom of page)

The Education Centers link provides a list of all Army education centers/offices

The GoArmyEd Policy and Army Regulation 621-5 link provides quick access to these documents

Help Center Icon Users can select this icon to access the Helpdesk Page

This page allows users to:

Create CRM cases

Track CRM cases opened by the user

Helpdesk Page

View closed CRM cases

Select the “Case Details” icon to open the CRM case

View instructional videos and training resources

Select the box to expand

Select the individual links to open the training

Find links to training and reference guides

Find the Helpdesk contact information

The Student Record Icon allows users to access a Soldier’s GoArmyEd record

Users can open a record using the Soldier’s last name and last four of the SSN

Users can also access a Soldier’s record using the Advanced Search link

Student Record Icon

Search for a Soldier by:

Name

School

Education Center

Program Community (Degree Subject)

Student Status

Contact Sheet Icon

Users can select the Contact Sheet icon to create a Communication Tracking Summary (CTS) note in a Soldier’s record

Users will create a CTS note using the Soldier’s last name and last four of the SSN

CRM Retrieval Icon

Users can select the CRM Retrieval icon to:

Locate a CRM case

Create or track a CRM case

Access Helpdesk resources

Access CRM case queues

CAC Management Icon

Users can select the CAC Management icon to switch between different GoArmyEd user roles (e.g., Education Counselor, Civilian) ink the

Training

ACES Training can be accessed by selecting the GoArmyEd Tutorials link in the ACES Resources section on the Counselor homepage

ACES Training

The ACES Training link provides education personnel with an overview of the most frequently used GoArmyEd administrative transactions and offers modules for:

LOI school training

Non-LOI school training Soldier quick start training

ACES Training, Cont.

The ACES Training link offers access to the 24 training modules that ACES personnel must complete:

Select the PDF link on the right to open each module

Supplemental modules are available as Power Point presentations

A green check mark appears after a module has been completed

Once all modules have been completed, select the blue button to verify completion of all training modules

ESOs have the ability to run a Data Warehouse report listing who has completed training

Users can select the View Reference Documents link to access GoArmyEd reference documents

Reference Documents Link

Users can sort the list of reference documents via the drop-down menu

The Army Education Counselor Communications link can be found in the ACES Resources section on the Army Education Counselor homepage

Army Education Counselor Communications Section

The Army Education Counselor Communications section includes:

GoArmyEd Communications link

Education Policy Documents link

GoArmyEd Announcements link

GoArmyEd Field Notes link

Log in information for guest account user roles o TA Eligible view o Base Role view o Army Civilian view o Cadet view

GoArmyEd Frequently Asked Questions (FAQs) Section

This section provides FAQs on topics such as:

GoArmyEd

TA

ACES policy/procedures

Student Record Overview

Users have option to choose a default tab which will open each time a Soldier’s record is accessed

These tabs organize the Soldier’s information

Information Tabs

This section provides basic Soldier information:

Name

Last four of SSN

User ID/Employee ID (EmplId)

Degree plan

Home school

Education Center

Primary phone number

Student Record Basic Information

Soldier Personnel Tab

This tab povides the Soldier’s personnel information:

Basic Active Service Date (BASD)

Date of Separation and/or Mobilization End Date

UIC

Servicing Education Center

Address, email, and phone number

Military Occupational Speciality (MOS)

Pay Entry Basic Date (PEBD)

Financial Obligation Date for TA Used (ADSO/RDSO), if applicable

TA Planning Summary Tab

This tab provides user with the results of the choices the Soldier selected in GoArmyEd

VIA

Education Tab

This tab provides user with the following information on the Soldier:

GoArmyEd Holds

Home school

Degree plan

Undergraduate and/or graduate level TA grade point average (GPA)

Civilian education level

Civilian education level effective date

Semester hours and TA funding used

Current GoArmyEd enrollments

Previous GoArmyEd and legacy enrollments

Grades earned in GoArmyEd and legacy enrollments

Classes required to complete degree

Helpdesk Cases Tab

This tab provides information on CRM cases:

Open CRM cases are automatically displayed

Users can view closed CRM cases by selecting “Closed” from the drop-down menu

Users can select the “+” or “-“ buttons to expand or collapse a CRM case or select the “Expand All” or Collapse All” links

While providing a customer service review, Soldiers are given the option to use emoticons which will be displayed beside the case

CTS Notes Tab

CTS notes are used to provide a historical record of all ACES services that a Soldier receives:

Counselors must enter a CTS note, along with relevant CTS codes, for each counseling session or ACES service provided

Schools can enter CTS notes in a Soldier’s record

GoArmyEd automatically develops a CTS note for system-generated and broadcast emails eFile Tab

Users can view documents uploaded into the Soldier’s record by selecting the eFile tab

Test Scores Tab

Users can view the Soldier’s Army Personnel Test (APT), Defense Language Proficiency Test (DPLT), and military aptitude test scores by selecting the Test Scores tab

All Tab

Users can select the All tab to view information from all of the tabs on one page

School Management Pages

The School Management link is located in the ACES Resources section on the Army Education Counselor homepage

School Management

To access school information:

Only one field needs to be entered

Correct spelling of the school name is required

Do not enter special characters such as “%” or “*”

School Search Results To achieve larger results during a search of schools, do not use a specific school name (e.g., search for Central Texas instead of Central Texas College)

Select the underlined column headings to sort the results alphabetically

Select the “Next” button to see additional search result pages

Manage School Link

Select the Manage School link to find a school’s POC and set-up information

Update School Profile

Select the Update School Profile link to find specific school information

School Data Tab

DO NOT MAKE CHANGES TO THESE PAGES - HQ ACES ONLY FUNCTION

School Information section includes:

Office of Postsecondary Education Identification (OPEID) code

School code

Unit Type

Additional School Information section includes:

DoD signatory status

Information about double star** status

Accreditation level

Course/cost uploading status

This tab contains the phone numbers and email addresses of the school’s POCs

Points of Contact Tab

ACES Field Functions

GoArmyEd Training: Introduction, dated 10 December 2015

Account Activation

Approving Tuition Assistance (TA) Benefits Access for a Soldier in GoArmyEd, Version 6, date November 2016

Business Policies:

Soldiers must initiate a request for a TA-eligible GoArmyEd account by completing VIA and submitting an account activation request CRM case

CRM case will populate in the ACES Unassigned Account Activation Case queue and in the CRM queue of the Soldier’s assigned education center/office

Army Education Counselor, ESO, and HQ ACES users can approve a Soldier’s account activation request

ACES personnel should inform Soldier before closing account activation CRM that a request for TA must still be submitted and provide or attach TA request instructions to case

Soldier is notified by GoArmyEd email when the account activation request is approved or if further action is needed prior to approval

Army Education Counselors can create a GoArmyEd account for a Base Role–Other user (e.g., Army Family member, Army Civilian, and Service member from another branch)

Account Deactivation

Creating, Clearing or Deactivating a User Account, Version 5, dated December 2014

Business Policies:

Army Education Counselors can deactivate the following GoArmyEd account types: Active-TA Eligible, Inactive-TA Eligible, Active-Base Role Soldier, and Base Role-Other

Army Education Counselors should check On-Duty class enrollments and process withdrawals for any On-Duty classes prior to clearing or deactivating a user

Army Education Counselors should enter a counseling note to document that a user’s account has been deactivated https://www.goarmyed.com/docs/training/aces/ACES%20Training_Intro.ppt https://www.goarmyed.com/docs/pdf/32_ACES_SBSI_Approve_TA_Benefits_Access.pdf https://www.goarmyed.com/docs/pdf/139_ACES_SBSI_Create_Deactivate_User_Account_December_2014_V5_FINAL.pdf

Account Updates

Updating Your Profile, Version 10, dated August 2015

Business Policies:

Users have the ability to update their personal information within GoArmyEd

Personal information should be updated regularly

Army Career Tracker (ACT)

ACT Website

Business Policies:

GoArmyEd and ACT operate independently from one another and may not contain the same information

ACT is a leadership development tool that integrates training and education into one website, allowing users to search education and training resources, monitor career development, and receive personalized advice from supervisors and Army leadership

Army Installation Access

Installation Access: General Notice, dated 12 March 2015 Installation Access Policy Memo with Decision Matrix and FAQs, dated 26 February 2016

Business Policies:

Educational institutions (EI) and training providers may request installation access to provide educational guidance to their students or to participate in sanctioned education/career fairs

EIs/training providers must submit requests for installation access through a CRM case

The ESO or Education Services Specialist (ESS) serves as advisor to the installation commander, state Adjutant General, or Regional Support Command in all matters related to installation access

ESO/ESS must approve an installation access request in GoArmyEd before an EI or training provider can counsel a student or participate in an education/career fair on the installation https://www.goarmyed.com/docs/pdf/27_ACES_SBSI_Updating_Your_Profile.pdf https://actnow.army.mil/ https://www.goarmyed.com/docs/Installation%20Access_General%20Notice%20Info%20Sheet_16Jul2015.pdf https://www.goarmyed.com/docs/Installation%20Access%20Policy%20Memorandum%20with%20FAQs-%2026%20Feb%2016.pdf

Civilian Integration

GoArmyEd Field Notes Release 8.10, dated 24 September 2015

Business Policies:

Army Civilians can activate a student account by selecting the Create or Reactivate Account link on the GoArmyEd landing page

Career Program Managers and G-3/5/7 can process centrally-funded and command-funded Army Civilian training applications and registration requests in GoArmyEd

GoArmyEd portal functionality does not distinguish between Army or Civilian accounts for activation and deactivation purposes

It is not necessary to deactivate one account to activate the other account

Deactivating one account will deactivate both accounts

Dual Accounts – Military and Civilian

GoArmyEd Field Notes Release 8.10, dated 24 September 2015

Business Policies:

Some members of the ARNG and USAR may have a dual military and civilian GoArmyEd account

ACES personnel who serve(d) in the Army can access their GoArmyEd Soldier record to view GoArmyEd TA usage history and official grades

Army and civilian education funding is completely separate

A hold on the military account should not affect a funding request in the civilian account, and vice versa https://www.goarmyed.com/docs/GoArmyEd_Release_8.10_Field_Notes_FINAL.pdf https://www.goarmyed.com/docs/GoArmyEd_Release_8.10_Field_Notes_FINAL.pdf

Component Personnel System Feeds

GoArmyEd receives data from the following personnel systems:

AD Officer information is fed from the Total Army Personnel Database - Active Officer (TAPDB-AO), which is fed from the Total Officer Personnel Management Information System (TOPMIS)

AD Enlisted information is fed from the Total Army Personnel Database - Active Enlisted (TAPDB-AE), which is fed from the Electronic Military Personnel Office (eMILPO)

ARNG Officer and Enlisted information is fed from the Total Army Personnel Database-Guard (TAPDB-G), which is fed from the Standard Installation/Division Personnel System (SIDPERS)

USAR Officer and Enlisted information is fed from Total Army Personnel Database-Reserve (TAPDB-R), which is fed from the Reserve Component Manpower System (RCMS)

Counselor Briefings

Editing and Creating Counselor Briefings, dated 23 March 2009

Business Policies:

Counselor Briefings page can be accessed by Army Education Counselors, ESOs, and HQ ACES

Multiple topics can be selected when creating a briefing

A briefing that was saved can be edited

ARNG

USAR

Active Duty

Enlisted

Active Duty

Officer

TAPDB-R

TAPDB-G

TAPDB-AE

TAPDB-AO

RCMS

SIDPERS

eMILPO

TOPMIS

ITAPDB

https://www.goarmyed.com/docs/pdf/121_ACES_SBSI_Counselor_Briefing_Mar_09_V1.pdf

Course Cancellation

Timeline to Request Tuition Assistance to Replace Cancelled Class, dated 11 April 2016

Business Policies:

Soldiers have a maximum of five business days from date of cancellation notice to open a CRM case requesting TA for a replacement class

Soldiers must attach cancellation notice from the school and list subject, catalog number, name, start date, and end date of replacement class in

CRM case o If LOI class, Soldier must also list GoArmyEd class number o If Non-LOI class, Soldier must also attach valid system-generated course and cost documentation

Army Education Counselor will escalate CRM case to HQ ACES for processing

Replacement class must be required for the Soldier’s degree plan

Soldier Must Request

Is request within 5 business days of course cancellation date?

Yes

NO

Not Valid

Contact Soldier for documentation

NO

Documentation?

YES Create CRM for

HQ ACES

consideration

School requests course replacement

Soldier requests course replacement

Course canceled on or after start date

Soldier should request TA for replacement course

If TA Request not approved by start date

Soldier should drop course in GoArmyEd portal

Course canceled prior to the start date https://www.goarmyed.com/public/public_display_news.aspx?enc=JKlgTeiPV5ez5dwXBYEnIZudYl7SLS8cAMxD8mosUyp0CttAh2MNHGMRxOsJhlNq

What type of degree plan does Soldier have?

Fully developed

Dropped down degree plan - (-d)

Table of Contents is hyperlinked to each page of the document

Course Enrollment Override

PLEASE DO NOT PRINT THIS DOCUMENT

Granting a Course Enrollment Override, Version 5, dated 21 June 2010 Unauthorized Tuition Assistance Approvals/Course Overrides, dated 23 August 2013

Business Policies:

Army Education Counselors can approve course enrollment overrides for:

o Courses not listed on a Soldier’s approved degree plan when school has provided documentation that course is required for degree program o Courses that were previously recouped

Prior to processing a course enrollment override, the Education Counselor should verify the Soldier has not reached the semester hour (SH) or annual TA limits and does not have a GoArmyEd account hold

Course enrollment overrides for LOI classes:

o Course enrollment overrides must be approved prior to the class start date and are only valid for a specific term o Course enrollment overrides are instantaneous; the Soldier may request TA immediately but must submit TA Request prior to start date of class

Course enrollment overrides for Non-LOI classes:

o Soldier must submit a student-funded TA Request prior to the class start date o Army Education Counselor will escalate a CRM case to HQ ACES requesting change from student-funded to TA-funded

Close case

Soldier cannot retake a course within the same term/quarter

No Yes Ed Center may grant override Is it a duplicate course?

No

Close Case

Yes

Is course on degree plan?

School verifies no

Escalate case to school to verify if course is necessary for degree progress

There is no need for an override

School verifies yes

Is duplicate course within the same term/ quarter?

https://www.goarmyed.com/docs/Unauthorized%20TA%20Approvals-Overrides%20Aug%20%2713.pdf https://www.goarmyed.com/docs/Unauthorized%20TA%20Approvals-Overrides%20Aug%20%2713.pdf customer-oriented manner

Course Planner

Course Planner FAQs, dated 30 March 2014 How to Review a Soldier’s Course Planner, Version 6, dated May 2015 How to Use the Course Planner, dated 6 November 2018

Business Policies:

Upon completion of six SH at the home school, Soldiers attending a Non-LOI school or pursuing a drop-down/other degree program at an LOI school must upload an official degree plan and submit at least 50% of courses remaining into the GoArmyEd Course Planner

The official degree plan must include the school’s name, the student’s name, and the name of the degree being pursued. The plan must list all courses required for the degree program, along with their credit hours. If not system-generated from the student’s account, the degree plan must include a school representative’s signature or stamp.

GoArmyEd will not allow an automated degree plan check for Soldiers in an LOI drop-down/other degree program until the Course Planner is approved

Army Education Counselors and EIs with approval functionality can approve or reject Course Planner entries

Army Education Counselors should process Course Planners not processed by an EI in a timely manner

Creating a CRM Case for a Soldier

Customer Relationship Management (CRM) Creating and Tracking Cases for Soldiers, Version 10, dated January 2016

Business Policies:

Education Counselors should use GoArmyEd CRM cases to resolve, report, or track concerns related to an individual Soldier

Education Counselors and other users should adhere to the following GoArmyEd Customer Service Principles (5Cs) when creating, tracking, resolving, or escalating CRM cases:

o Consistent - Provide consistent service, follow standard operating procedures, and document the CRM case to ensure the Soldier receives the same level of service regardless with whom they interact o Correct –Correctly identify a Soldier’s issue, assign the CRM case a correct category and subcategory, and correctly resolve or escalate the

CRM case o Complete – Provide a comprehensive account of the issue, allowing the Soldier and other users to fully comprehend the facts of the CRM case to include previous actions and outstanding issues, if applicable o Customer – Address the Soldier by rank and name during all notations made within a CRM case even if another user is the intended recipient of the message, ensuring the Soldier understands the status and outcome of the case o Collaborative - Support and encourage a collaborative environment amongst users focused on resolving CRM cases in a consistent and https://www.goarmyed.com/docs/CP_FAQ_6_13_19_20%20Mar_DCOs_Schools.pdf https://www.goarmyed.com/docs/pdf/ACES_Reviewing_Course_Planner.pdf https://www.goarmyed.com/docs/pdf/Soldier_Using_Course_Planner.pdf https://www.goarmyed.com/docs/pdf/33_ACES_SBSI_Create_Case_for_Soldier.pdf

CTS Creating and Tracking

Communications Tracking Summary (CTS) Creating and Tracking Communications, Version 16, dated January 2016

Business Policies:

CTS notes provide a historical record of contact with a Soldier in addition to CRM cases

CTS notes:

o Become a permanent part of the Soldier's GoArmyEd Student Record o Can be accessed by the Soldier, ACES personnel, and the Soldier’s home school (communications related to “Recoupment” will not be visible in the school view of the CTS) o Can prevent disjointed or conflicting information being provided to a Soldier

CTS notes marked as private will not be visible to Soldiers

Allows users to send email communications to Soldiers that become a part of the Soldier's education record

Attachments may be added when sending an email via CTS

Allows users to review automated GoArmyEd emails and emails from other users that have been sent to a Soldier

Degree Progress Report

Using the Auto Advisor Tool, Version 9, dated June 2014

Business Policies The Degree Progress Report:

Lists the academic requirements necessary to complete a degree offered through GoArmyEd

Helps Soldiers identify requirements they have or have not met https://www.goarmyed.com/docs/pdf/23_ACES_SBSI_CTS.pdf https://www.goarmyed.com/docs/pdf/11_QS_Using_Auto_Advisor_June_2014_V9.pdf

Education Center Mapping

Education Center Mapping is determined by the following:

o Assignment Information Zip Code o TA Funding Status (component)

Army Education Counselors can determine why a Soldier has been assigned to a specific education center by reviewing the unit zip code and Unit Identification Code (UIC) Exception Mapping located under the Education Center link on the Soldier’s GoArmyEd homepage eFile

Working with a Soldier’s eFile, dated June 2018

Business Policies:

A document in eFile can only be deleted by the user who uploaded the document or by HQ ACES

Users should redact any Personally Identifiable Information (PII) prior to uploading a document in the eFile

There are no limits on the number of documents that can be uploaded

GoArmyEd will automatically delete the most current degree plan in the eFile when a new degree plan is uploaded to the Course Planner

Documents are retained for a limited amount of time o A yellow triangle with an exclamation mark indicates the document will expire within 30 days o A red “X” indicates a deleted file o A document will no longer be available to view or download once it has expired eFile Document Found in Wrong Soldier's Account

Business Policies:

Education Counselor should determine if the document belongs to another Soldier with the same last name and last four of the SSN and upload the document into the correct Soldier’s eFile, if applicable

Escalate a CRM case to HQ ACES requesting deletion of the document from the wrong Soldier’s eFile https://www.goarmyed.com/docs/pdf/Working_with_a_Soldier_s_eFile.pdf

Exception to Policy (ETP) After-the-Fact Tuition Assistance

After-the-Fact Tuition Assistance Exception to Policy (ETP), dated 1 July 2013 AR 621-5, Rapid Action Revision (RAR), dated 6 September 2009 Tuition Assistance Request Timeline Policy, dated 25 February 2016 Fillable ETP Packet

Business Policies:

Only an ESO or Army Education Counselor with the ESO user role can escalate an ETP request CRM case to HQ ACES

HQ ACES will return CRM cases that do not include a complete ETP request packet

ETP requests must be submitted within one year of the class start date

ESOs are responsible for ensuring an ETP request is valid and should not escalate invalid ETP requests to HQ ACES.

Valid ETP request reasons include:

o GoArmyEd system error o ACES personnel error

HQ ACES may request that an ESO prepare an ETP request using the “Other” category in cases where the Soldier or the Soldier’s leadership has escalated a concern/complaint

The Soldier and education center/office must show in an ETP packet that there was a continuous effort made to correct the issue that prevented the Soldier from requesting or receiving TA

To receive reconsideration after an ETP request is denied, the Soldier and ESO must present new documentation or evidence that indicates a GoArmyEd system error or an ACES personnel error prevented the Soldier from requesting/receiving TA

No

Does case me et

ETP cr iteri a?

ESO reviews ETP request

ESO prepares ETP packet, ope ns CRM case in the Soldie r s record, and escalates the case to

HQ ACES

ESO Notifi es Sol dier tha t ETP doe s not mee t cr iteri a a nd will not be forward ed to HQ ACES https://www.goarmyed.com/docs/ETP%20Policy%20Memo%20Jul%20%2713.pdf https://armypubs.army.mil/ https://www.goarmyed.com/docs/TA%20Request%20Timeline%20Policy%20(25%20Feb%2016)%20w%20FAQs.pdf https://www.goarmyed.com/docs/ETP%20Packet%202018.pdf

Expiration of Term of Service (ETS) Date

AR 621-5, Rapid Action Revision (RAR), dated 6 September 2009 Statement of Understanding (SOU) for Use with Army Tuition Assistance (TA), dated 5 August 2018

Business Policies:

The ETS date is listed as “Date of Separation or Mobilization End Date” under the Soldier’s Personnel tab in GoArmyEd

A Soldier must have sufficient time in service to complete a class

Classes with end dates that surpass the ETS/separation date are not eligible for TA funding

Army Education Counselors can defer an erroneous ETS hold up to 90 days, after verifying the Soldier’s current ETS date and uploading a copy of the re-enlistment or extension contract (with PII redacted) into the Soldier’s eFile

Foreign Credential Evaluation

Foreign transcripts must be evaluated by an agency listed in the Accredited Schools of Post-Secondary Education Guide published by the American Council of Education (ACE) or by a member of the National Associate of Credential Evaluation Services (NACES)

AR 601-210, paragraph 2-8i contains a list of countries that were granted an exception to this requirement

Army Education Counselors should assist a Soldier with locating a NACES member organization at http://www.naces.org/

GoArmyEd and Official School Transcripts

Schools are responsible for tracking a Soldier's degree progress

GoArmyEd only tracks class enrollments submitted in GoArmyEd

Classes taken outside of the GoArmyEd portal cannot be added to the Soldier’s GoArmyEd record http://www.apd.army.mil/pdffiles/r621_5.pdf https://www.goarmyed.com/docs/Annual_TA_SOU.pdf http://www.naces.org/ http://www.naces.org/

GPA Manual Calculation

Tuition Assistance (TA) Grade Point Average (GPA) Hold Waiver Policy, dated 3 August 2018

Business Policies:

TA GPA Waiver policy applies only to Soldiers who received a TA GPA hold for classes taken in GoArmyEd prior to 5 August 2018

Only HQ ACES can process a TA GPA manual calculation

Classes included in the TA GPA manual calculation:

o All graded classes listed in GoArmyEd, even if the Army did not fund the class o All graded classes listed on an academic transcript completed after the GoArmyEd GPA hold was placed o Classes the Soldier has repeated (using only the higher grade)

Classes NOT included in the TA GPA manual calculation:

o Classes taken prior to joining the Army o Classes taken before using GoArmyEd o Classes with grade of “Pass” or “Fail” o Classes with “W” grade o All classes with Withdrawal (WM) and Failing (FM) for Military Reasons grades o Classes listed on an academic transcript but not taken in GoArmyEd prior to the hold being placed

Note: Although some schools may designate different grade points for a “+” or “– “ grade, HQ ACES will only process the manual calculation using the grade point values listed below unless the academic transcript includes a legend of grade point values.

Total Grade Points

Total Semester Hours = Cumulative GPA

Grade Point Values Table

Grade Point Value

A 4

B 3

C 2

D 1

F 0 https://www.goarmyed.com/docs/TA%20GPA%20Hold%20Waiver%20Policy%2020180803.pdf

Example: The following example demonstrates the process used to manually determine a Soldier’s GPA.

Course Grade = Point Value Credits Calculation Grade Points GPA

LIT 221 F = 0 3 0 X 3 = 0 0

COMP 1301 D = 1 3 1 X 3 = 3 3

COS 101 F = 0 3 0 X 3 = 0 0

OR 1010 A = 4 1 4 X 1 = 4 4

AR 1010 A = 4 3 4 X 3 = 12 12

HY 1010 A = 4 3 4 X 3 = 12 12

Totals 16 31 1.94

Step 1: Calculate the grade points using the following: 𝑃𝑜𝑖𝑛𝑡 𝑉𝑎𝑙𝑢𝑒 𝑥 𝑐𝑟𝑒𝑑𝑖𝑡𝑠 = 𝐺𝑟𝑎𝑑𝑒 𝑃𝑜𝑖𝑛𝑡𝑠 Step 2: Add up the total “Credits” and total “Grade Points”

Step 3: Calculate the Cumulative GPA using the following: (Total Grade Points) 31 = 1.94 (Cumulative GPA) (Total Semester Hours) 16

Grade Entry

Counselor Quick Reference Guide with Policy Updates, dated 27 February 2017 Grade Reporting Process, Version 9, dated May 2016 Grade Reporting Process-Web Grading Tool, Version 7, dated 14 September 2012 Non-LOI School Grade Entry Process, Version 7, dated January 2017

Business Policies:

Schools are responsible for submitting grades for all classes approved in GoArmyEd

Grades automatically populate and reflect in the Soldier’s record under the Education or All tabs in real-time

Schools should confirm that grades submitted to their student information systems align with GoArmyEd grades

If a school’s grade designation is different, the definition should be consistent with GoArmyEd grade values o Standard GoArmyEd grades include: A+, A, A-, B+, B, B-, C+, C, C-, D+, D, D-, F o Schools that use non-standard grade types must specify in GoArmyEd if a grade is pass, fail, incomplete, or withdrawn o Schools must designate in GoArmyEd if a non-standard passing grade should be included in the Soldier’s TA GPA and assign a GPA value for the grade

Rejecting a TA Request removes the grade associated with the class https://www.goarmyed.com/docs/Counselor%20QR%20w%20Policy%20Updates_27%20Feb%2017.pdf https://www.goarmyed.com/docs/training/college/Grade_Reporting.ppt https://www.goarmyed.com/docs/pdf/46_LOI_Web_Grading_Sep_2012_V7.pdf https://www.goarmyed.com/docs/pdf/159_Non-LOI_Grade_Entry_Process.pdf

Dropped Courses

Grade Reporting Process, Version 9, dated May 2016

Business Policies:

Schools cannot post a failing grade for a class dropped in GoArmyEd

Schools that are prompted to post a grade for a dropped class should:

o Post a “W” grade or reject the enrollment, if not billing the Army for the class o Post a “W” grade and invoice for the enrollment, if billing the Army for the class

Grade Changes

Grade Reporting Process, Version 9, dated May 2016

Business Policies:

Reasons that a school may change a grade:

o Soldier requests a grade change and the school verifies that the change is warranted o Soldier completes course work for an Incomplete grade and a final grade is granted o School made a data entry error

If a passing grade is posted beyond one year after the class end date, the Soldier will not be reimbursed for previously recouped funds

Grade changes update in real time in GoArmyEd https://www.goarmyed.com/docs/training/college/Grade_Reporting.ppt https://www.goarmyed.com/docs/training/college/Grade_Reporting.ppt

If school can't change the grade, see HQ ACES

Team Lead.

Ask school to change the grade

School can make changes

Contact the school. School can change a grade, but cannot remove a grade

Contact the school to verify if change is warranted

Who is requesting the grade change?

School

Soldier

See HQ

ACES Team

Lead

System will not allow school to make changes

Grade Entry for Early Completion

GoArmyEd functionality does not allow a school to report a grade until after the class end date listed on the Soldier's TA Request

GoArmyEd Student Support can post the grade on behalf of the school in certain circumstances

If the school is seeking payment, then the school should seek payment from the Soldier

Did the Soldier drop the course in GoArmyEd?

No Yes

School should submit their invoice and enter the appropriate grade

Is the school charging the Army for the dropped course?

No

The School cannot post a grade

The school must post a W grade or reject the TA Request

Graduation Reporting

Non-LOI School Graduation Reporting Web Graduation Reporting, dated 2 April 2012

Business Policies:

Schools must report graduation for a Soldier who has completed the degree program requirements

Graduation cannot be reported prior to completion of all requirements

For a school to report graduation, the top line in the Soldier’s Program Plan History must contain the names of the reporting school and degree plan being conferred

Contact School to report graduation

Yes

Escalate to school to report graduation

Is the Program/Plan

History correct?

No Verify with HQ

ACES Team Lead for action

Is the correct school/degree plan listed on Program/

Plan History?

Yes

No Close case-

Graduation will not be posted in

GoArmyEd

Soldier graduated outside of

Degree isn't listed

Soldier has changed degree plan/home school

LOI

school

Non-LOI school https://www.goarmyed.com/docs/pdf/183_NEW_NonLOI_Web_Graduation_Apr_2012_V1.pdf

Holds

ACES Request (ACR) Hold

Counselor Quick Reference Guide for 35 Common GoArmyEd Issues, dated 27 February 2017 View and Resolve Holds, Version 21, dated March 2016

Army Education Counselors can place an ACR hold to prevent a Soldier from receiving TA

Army Education Counselors can defer or remove the ACR hold once the issue causing the Soldier to be ineligible for TA has been resolved

Career Program Management Hold

Viewing and Resolving Holds, dated 19 July 2013

Business Policies:

Automatically placed on Army Civilian GoArmyEd accounts when fiscal year (FY) civilian training funds are depleted

Automatically lifted once funds are released for program spending

Hold cannot be deferred

Certificate Limit Reached Hold

Transition Certificate Policy, dated 31 March 2016

Business Policies:

Eligible Soldiers may use up to 21 SHs of TA to pursue an undergraduate or graduate certificate

Soldiers cannot have earned a certificate in the past five years

Officers will incur an Active or Reserve Duty Service Obligation (ADSO or RDSO)

An official Degree Plan listing all of the courses required for the certificate must be uploaded into the Soldier’s eFile

Soldier is financially responsible for any courses beyond the 21 SH limit https://www.goarmyed.com/docs/Counselor%20QR%20w%20Policy%20Updates_27%20Feb%2017.pdf https://www.goarmyed.com/docs/pdf/Viewing_and_Resolving_Holds.pdf https://www.goarmyed.com/docs/pdf/Viewing_and_Resolving_Holds_Army_Civilian_Script_V1.pdf https://www.goarmyed.com/docs/Transition%20Cert%20Policy%20and%20FAQS%20(31MAR16%20Rescinds%20HRC%20Certificate%20Memo%2025JUL%2014.pdf

Civilian Education Code Hold

GoArmyEd receives personnel information, including civilian education level, directly from ITAPDB

HQ ACES cannot update a Soldier’s civilian education level

Soldiers must contact their S1 or Unit Administrator (UA) to update or correct information within the source personnel data system

Civilian Education Code Master’s Hold

ALARACT 066/2018 Tuition Assistance Guidance, dated August 2018 Frequently Asked Questions on the Tuition Assistance (TA) Exception to Policy (ETP) for Soldiers Assigned Overseas, dated 19 June 2015 TA Policy Clarification for Teacher Certification/Licensure, dated 11 July 2012 Transition Certificate Policy, dated 31 March 2016 Tuition Assistance (TA) Clarification for Specialized Chaplain Certificate, dated 12 June 2014 Tuition Assistance (TA) Clarification for the Inter-Service Physician Assistant Program (IPAP), dated 11 February 2013 Tuition Assistance (TA) Exception to Policy (ETP) for Soldiers Assigned Overseas, dated 19 June 2015 Tuition Assistance (TA) for DOD/Army Strategic Foreign Languages, dated 19 June 2015 Verification of Non-Traditional Degree Programs, dated 6 April 2012

Business Policies:

Hold appears on a Soldier’s account when the civilian education level code reflects as “N-Master’s Degree”

ACES personnel cannot defer this hold, and should escalate a CRM case to HQ ACES if civilian education level is incorrect

Hold may be eligible for deferment by HQ ACES if Soldier is pursuing an academic certificate or specialized ACES program (e.g., Chaplain or

Teaching certificates) https://www.goarmyed.com/docs/ALARACT_066_2018_TUITION%20ASSISTANCE%20GUIDANCE%2020180809.pdf https://www.goarmyed.com/docs/TA%20ETP%20FAQs%20for%20Soldiers%20Assigned%20Overseas%20(Jun%202015).pdf https://www.goarmyed.com/docs/TA%20Policy%20-%20Teacher%20Cert-Lic%20Jul%20%2712.pdf https://www.goarmyed.com/docs/Transition%20Cert%20Policy%20and%20FAQS%20(31MAR16%20Rescinds%20HRC%20Certificate%20Memo%2025JUL%2014.pdf https://www.goarmyed.com/docs/TA%20Clarification-Specialized%20Chaplain%20Cert(5).pdf https://www.goarmyed.com/docs/TA%20Clarification%20for%20IPAP%20-%20Feb%2013.pdf https://www.goarmyed.com/docs/TA%20ETP%20for%20Soldiers%20Assigned%20Overseas%20(Jun%202015).pdf https://www.goarmyed.com/docs/TA%20for%20Army%20Strategic%20Foreign%20Languages%20Info%20Paper-Jun%202015.pdf https://www.goarmyed.com/docs/Non-Traditional%20Degree%20Programs%20Checklist%20040612.pdf

Civilian Education Code Mismatch Hold

HQ ACES Training Webinar Tuition Assistance Policy Update: TA from A-to-Z, dated 26 October 16 Statement of Understanding (SOU) for Use with Army Tuition Assistance (TA), dated 5 August 2018

Business Policies:

Hold occurs when the Soldier’s GoArmyEd degree program level is lateral to or lower than the civilian education level listed

Soldiers can only use TA towards a degree one level above the highest degree level attained up to the master’s degree level, unless pursing an academic certificate or specialized ACES program

Hold will be automatically lifted within 24 hours of the Soldier enrolling in an authorized degree program

Army Education Counselors cannot defer the hold

If the civilian education level has not updated in GoArmyEd, HQ ACES will consider a one-time exception to defer the hold for a Soldier who completes a bachelor’s degree and wishes to continue using TA to pursue a master’s degree under the following conditions:

o School must confer bachelor’s degree in GoArmyEd or provide transcript showing conferral o Transcript will only be accepted from the school o Soldier must meet Tier 2 military education level requirement o Soldier must be pursuing a master’s degree in the term immediately following the term the bachelor’s degree was conferred

Course Drop after Start Date Hold

Army Education Counselors or HQ ACES cannot remove hold from an account

The school must invoice the Army for the…