Education Support Specialist

Education Support Specialist

Category Education

Description

Organization

Established in 2006, Interactive Government Holdings, Inc. (IGH) is a leading professional services and technology provider to the Federal Government. Our mission is to serve uniformed service members globally and their support systems locally. We utilize strategy, data science, and technology to make the programs we execute more efficient for the people our programs serve. IGH has a national and international program staff and a corporate headquarters located in Springfield, Virginia. We are proud of our ability to shape tomorrow while ensuring all active-duty personnel and reservists can carry out their critical missions and tasks today.

Job Description

Interactive Government Holdings(IGH)is seeking qualified, trained and capable individual to serve as an Education Support Specialist for the Army Continuing Education Services (ACES) supporting the United States Army Reserve.

The ACES mission is to vigorously promote lifelong learning opportunities to sharpen the competitive edge of the Army by providing and managing quality self-development programs and services. Service members will be provided with opportunities to continue their education, similar to those available to their peers in the civilian sector. ACES supports Soldiers' professional growth through a continuum of education programs and services that range from academic and career guidance to enhancement of job performance and skill qualifications and includes assistance to ease the transition of Soldiers returning to civilian life. ACES also support the education and career goals of family members, Department of the Army civilians, and other eligible personnel.

Provide support services to Government professionals in the delivery of adult education services. Assist ACES professionals in the delivery of adult education programs such as Tuition Assistance (TA), Credentialing Assistance, Reserve Component-Student Loan Repayment Program, all GI Bill Programs, and review of Soldier’s academic history.

Position Requirements

Major responsibilities include (not all inclusive) :

Provide consistent, uninterrupted delivery of education support services to Government professionals in the delivery of continuing education services in accordance with the Army Continuing Education System (ACES), the USARC G1, and the ESS / ESO. Provide non-personal services necessary to perform Anny Educational Support Services at locations identified in Technical Exhibit 4. Accurately complete tasks and submit required deliverables to the Government no later than the due date(s) the Government specified in the PWS or when assigning the task. Data, forms, reports, and other documents shall be logically organized, and grammatically correct. Deliverables may go through one or more rounds of Government review and comments, however, all deliverables shall meet these performance standards.

Promote lifelong learning opportunities through degree programs using tuition assistance (TA), testing opportunities, credentialing assistance (CA), Reserve Component-Student Loan Repayment Program (RC-SLRP) and any GI Bill Program available to Soldiers and family members.

Respond to inquiries within three (3) business days.

Acknowledge and determine the reason for customer's visit or contact and refer to the appropriate personnel.

Provide general assistance to clients enrolling in the Army approved education services portals, ArmyIgnitED

Provide guidance to clients in establishing educational goals, develop plans to achieve those goals, and monitor progress.

Verify Statement of Understanding (SOU) is signed by authorized approving authority and thoroughly review enrollment procedures and withdrawal policies with each client.

Verify client completed Virtual Benefits Training and other required training prior to activating in ArmyIgnitED 2.0.

Review and approve degree plan (DP) within three (3) business of notification.

Provide direct assistance to clients requesting Tuition Assistance (TA).

Review TA request to determine that it meets degree requirements.

Review TA request for accuracy and all required information prior to forwarding to approving authority.

Contact clients via email / telephone within 24 hours of accepting case (Non- LOI or help desk cases) when additional information is required for TA request.

After requesting additional information from the client to complete TA request, two (2) follow-ups attempts shall be made 24 hours apart to provide guidance with completing packet. After two failed attempts to contact the client, the TA request will be rejected.

Follow-up for all other inquiries after 48 hours of no response to first attempt to contact.

Review client's previous academic history, to include but is not limited to : transcripts, certifications, and Grade Point Average (GPA), manually calculate if needed, before granting semester hour override.

Apply and / or remove Stoppers to client's accounts in accordance with (IAW) Army Regulation (AR) 625-1.

Initiate review, resolve or forward Help Desk cases to appropriate case manager within three (3) business days.

Review all facts concerning After-the-Fact TA request, document and coordinate.

Review all facts concerning Exception to Policy request, document and coordinate.

Review recoupment waiver request to determine that all pertinent information is present prior to coordination.

Notify COR within 24 hours of forwarding cases / issues for their review.

Work closely with Unit Administrators, keeping them informed on education changes / updates.

Provide guidance to Academic Institutions concerning ArmyIgnitED invoicing, grading, and student agreement procedures.

Provide general information concerning Free Application for Federal Student Aid (FASFSA), scholarships and other financial opportunities.

Provide information on Veteran's Education Benefits to all Soldiers separating from Army Reserve.

Provide guidance to clients on the Post 9-11 Bill and Transfer of Education Benefits.

Guide clients with Student Loan Repayment Program (SLRP) issues.

Resolve discrepancies from past fiscal years invoices by working with schools, budget analyst and V-Enabled Education Benefit System (V / EBS).

Process and monitor refund / recoupment checks by recording information into V / EBS.

Make budget adjustment in WEBS corresponding to the refund and forwarding check to the appropriate agent.

Provide guidance in navigating through Veteran Administration (VA), FASFSA, and other educational related websites.

Assist clients in completing requirements for admission to a military school or program.

Prepare and conduct Power Point Briefings for clients / units on general education information to include but not limited to : testing, ArmyIgnitED 2.0, tuition and credentialing assistance, etc.

Prepare Reports / documents using Excel / Power Point / Word for ACES headquarters / units / commanders on general education information.

Maintain documentation of verbal and written communication to ArmyIgnitED record.

Document and maintain all services provided to clients through ArmyIgnitED 2.0.

Complete appropriate training for ArmyIgnitED 2.0 system to better service clients when they come in for assistance.

Provide guidance with Credentialing Assistance (CA) program applications and requirements.

The contractor shall order, receive, control, mail (Government will provide postage), administer, score, take inventory, and provide test results of both Army Personnel Testing (APT) and civilian examinations to appropriate agencies and institutions in accordance with applicable regulations, policies and other guidance such as the Army Personnel Testing TCO Handbook, AR 611-5, AR 611-6, AR 601-210, AR 601-222, USMEPCOM 611-1, USMEPCOM 601-4, and the Defense Activity for Non-Traditional Education Support(DANTES) Examination Program Handbook (DEPH), Volumes I and II. Task Order Test Examiner personnel are not allowed to sign the following items : test orders, answer sheets, test inventory reports, irregularity reports, and testing agency shipping documents.

Maintain strict control of all test items (security of the tests is the Contractor's highest priority). The Contractor is authorized to know the safe combination and will report any test compromise immediately to the COR and / or Test Control Officer (TCO).

Meet all suspense's in accordance with current DANTES, APT and other test exam policies. Suspense's include, but are not limited to reports, submission of test inventories, returning tests, and providing test results to appropriate agency / institutions; destroy test material in accordance with regulation and / or Standard Operating Procedures.

Perform testing in accordance with DANTES / APT Program guidelines, Army Regulations, and the DANTES Examination Preparation Handbook DEPH / APT TCO Handbook at the Army sites.

Ensure training and testing materials are up to date and in accordance with the latest DANTES, APT and other exam policies.

Verify testing procedures are in accordance with the DANTES / APT Test Control Officer Handbook, referenced regulations, and applicable test administration manuals.

Verify all completed exams are entered into the clients GAE account.

Maintain and retain all testing log books and answer sheets IAVI DANTES, APT and other exam policies.

Conduct joint inventories with the designated Government employee at the installation level in accordance with the APT Test Control Handbook.

Ensure administration of the American Language Course Placement Test (ALCPT) in accordance with AR 621-5.

Ensure sufficient testing materials are available to accomplish APT / DANTES Testing without unnecessary delays.

Skills / Certifications :

Test Examiners shall have Bachelor’s Degree from a college or university that is accredited by a national or regional accrediting agency recognized by the U.S. Department of Education.

An associate’s Degree from a college or university that is accredited by a national or regional accrediting agency recognized by the US Department of Education may be substituted for Bachelor’s Degree if coupled with at least four years of relevant work experience in advising or education.

At least three years of professional relevant work experience in testing may be substituted for the Bachelor’s Degree.

Test Examiners must provide passing scores on all of the required online certifications, which are required to administer exams at their respective locations. Proof of certification shall be provided to the COR within two weeks after commencement of the base period or within two weeks of notification from the COR / QAE. Primary certifications that are required include; but are not limited to : Defense Activity for Non-Traditional Education Support (DANTES), Army Personnel Testing (APT), and Army Personnel Testing Defense Foreign Language Program (DFLP). In the event other certifications are required, Contractor personnel shall provide proof of certification within two weeks of notification from the QAE.

Shall be US citizens unless the provisions of Army Regulation 25-2, Information Assurance have been fully completed and approval has been granted by the Government for the non-US citizen to perform the required support.

Must have, or be able to be awarded, a Tier 3 background check prior to commencing work.

Shall be able to read, write, speak, and understand the English language to effectively carry out applied printed rules, detailed orders, instructions, and training material. Have a command of both the written and spoken English language to properly clearly and effectively communicate in person or via electronic devices (telephone or e-mail) with co-workers, customers, and the general public.

Shall have proficient knowledge and experience in Microsoft Word, PowerPoint and Excel.

Must meet the highest standards of professionalism and personal integrity.

At Interactive Government Holdings, Inc. (IGH), health and safety play a vital role in our success. IGH’s employees work together to comply with all applicable health & safety practices and protocols, including health orders and regulations related to COVID-19 that are mandated by local, state and federal authorities.

Interactive Government Holdings, Inc. (IGH) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Full-Time / Part-Time Contingent

Compensation

Position Education Support Specialist

Close Date

Open Date 3 / 5 / 2025

Location Utah - ARS (Salt Lake City)

About the Organization

This position is currently accepting applications.