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Soft launch update
This week, we continue our “soft launch” of Enrollment Manager, by visiting several schools in the National Capital Region and allowing School Certifying Officials (SCOs) to process enrollments using the controlled environment. The process is working well with positive SCO feedback to share:
- “Wow, this is really nice. I might actually enjoy doing submissions.”
- “This is all very straight-forward and user friendly.”
- “Still pretty easy to use, way more intuitive than VA-ONCE. Huge win right there. I could put in certs all day”
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Regarding EM 201 flight training: "I like how interactive it is. It was all good, I liked it. I like it when you can actually do something, it’s not just presentations. If it's not interactive and doesn't stop me, I'm going to click next until the end."
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Regarding printing feature: “This would come in very handy for the audit.”
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Regarding Chatbot Billie: “I’ve been wanting to click on him the whole time…I thought that was the coolest thing – ‘24/7,’ I love it, I love it.”
Go-live schedule
Enrollment Manager is targeted to be available on Monday, March 6th at 06:00 EST. We will continue to monitor the soft launch progress and will provide you with an update with the confirmed date and time that Enrollment Manager will be made available to you.
SCO training completion status
Several announcements have started with blanket “overdue” messaging, when in fact, many SCOs have already completed the necessary training. While the message did include a statement to ignore the message if you’ve completed the training, it caused confusion. Going forward, we will use a more targeted approach to reach SCOs whose training requirements are shown as incomplete. Additionally, SCOs who successfully completed their final assessment received a ‘training complete’ email. When you receive that email, you are good to go. Again, we apologize for any confusion.
Post-go live support
To prepare for the anticipated increase in calls due to the Enrollment Manager rollout, we have stood up a Customer Experience Group (CEG) for enhanced SCO support. The CEG will add to the existing Education Call Center staff and allow for a Tier 1 – 3 system, depending on the type of inquiry – a triaging in effect. For Enrollment Manager questions, please use the SCO Hotline phone number and the CEG will take it from there when needed. The CEG will be open Mon – Fri from 8:00 a.m. – 6:00 p.m. EST.
I am eager for you to access and use Enrollment Manager to provide you with improved tools to better perform your important role in supporting our Veterans and beneficiaries. Finally, I want to relay a special thank you to the SCO community for your valued participation.
Respectfully,
Joseph Garcia
Education Service
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