American University
Associate Director Veterans Services and Special Programs
American University, Washington, District of Columbia, us, 20022
Associate Director Veterans Services and Special Programs
American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world.
Department:
AU Central
Time Type:
Full time
Job Type:
Regular
FLSA Status:
Exempt
Work Modality:
Hybrid 02 (On Campus 2 days/Week)
Union:
Excluded
Job Description:
The Associate Director, Veterans Services and Special Programs is responsible for the management of all veterans’ education benefit programs, including the accurate oversight and certification of military benefits to ensure the receipt of tuition revenue from the VA to AU per academic year. This position also oversees the management of special programs, particularly the health insurance waiver process, and the registration of first-time non‑degree students. The role ensures adherence to the Department of Veterans Affairs regulations and the Principles of Excellence through the development and maintenance of control systems and procedures. It oversees the accurate maintenance of records to ensure satisfactory audits and federal compliance in accordance with the requirements of the VA and with the University Records Retention Policy, as well as data on university veterans, including enrollment statistics and academic standing. The Associate Director counsels prospective and returning students receiving VA benefits on the certification process and the efficient use of their VA benefits, assesses customer service to identify and address issues that may impede quality service, maintains up-to-date knowledge of laws and program guidelines to ensure compliance, and serves as university expert on veteran education programs and benefit delivery.
Processing of benefits and reconciliation of Military Students’ Accounts : Responsible for the reconciliation of Student Veteran, Dependents, and Active Duty service members accounts; investigates, audits, and seeks resolution of debt issues; works with the offices of Student Accounts, Third Party billing, Financial Aid, the Registrar’s Office, the Veterans’ Administration, the Department of Defense, and VR&E to ensure institutional awards comply with VA regulations and that tuition and fee overpayments are returned to Veteran Affairs promptly; maintains accuracy and timeliness to ensure university compliance for eligibility in federal grant awarding; serves as University Liaison to VR&E and the Senate Sub‑Committee on Vocational Rehabilitation; manages all Vocational Rehabilitation third‑party contracts and records, certifies enrollment of all students receiving VR payments, and processes any changes in student enrollment; oversees the Veterans Benefits certification process and direct certification of specific populations of students.
Management of Two Full‑Time Staff Members and VA Work‑Study Students : Oversees responsibilities of the Veteran Services staff member and those of the VA Work‑Study students; establishes priorities for special assignments during peak certification and audit periods, monitors time records, ensures completion of applications, creation of job descriptions, accurate submission and retention of time records, and timely payment of wages by the VA for between 1 and 20 VA Work‑Study students.
Counseling : Counsels prospective and enrolled student veterans, their dependents, dependents’ parents, and active duty service members to determine which Veteran Administration and other military benefits they are eligible to receive and in what percentage; answers questions via phone, email, or in person to resolve problems and address concerns; provides referrals to other campus resources; hosts and participates in campus orientations to explain VA Education Benefits process for prospective and current students.
Establishing University Policies and Procedures Regarding Veterans’ Benefit and serving as Main Point of Contact for Veterans Benefits at AU : Collaborates with Admissions, Financial Aid, Student Accounts, Third Party billing, Registrar, and academic units to assess university programs as they relate to Veteran Benefits; ensures benefits and payments comply with VA regulations and institutional policies; serves as university point of contact in all issues pertaining to Executive Order 13607; evaluates all university academic programs to ensure they fall within the guidelines of the Executive Order; provides guidance to American University schools and colleges during creation of new programs; informs related offices of changing policies, issues, and special requirements; develops and maintains written policies and procedures; participates in and provides information for internal and external audits; serves as Staff Advisor to American University Veterans and AU’s ROTC community; main point of contact for internal and external audits; provides access to Veterans’ Lounge and special projects.
Reporting for Veterans Services : Provides statistics and just‑in‑time reporting for proactive outreach to specified student populations and accurate processing, reporting, and registration; provides timely and accurate reporting to the VA upon request including graduations, dismissals, and enrollment by program; provides accurate and timely reporting to the Office of Institutional Research as requested.
Management of Special Programs : Oversees administration of special programs; collaborates with Student Health Center, Student Accounts, Academic units, and others to manage student health insurance waiver process and first‑time non‑degree registration; develops and maintains processes and policies, manages escalations, and reports.
Other Duties : Other duties as assigned.
Supervisory Responsibility : Supervises two full‑time staff positions: Assistant Director Veterans Services and Assistant Director, AU Central; supervises 2–3 VA Work‑Study students.
Competencies : Championing Customer Needs; Making Accurate Judgments and Decisions; Managing Talent; Building and Supporting Teams.
Salary Range : $77,000.00 – $84,000.00 annually.
Required Education And Experience : Bachelor’s degree or equivalent; 5–8 years of relevant experience.
Preferred Education And Experience : Bachelor’s degree.
Additional Eligibility Qualifications : Knowledge of veteran educational benefits; minimum seven years of progressive experience in academic administration including front‑line student or customer support; three years of supervisory experience; experience working with veteran and military students in higher education; ability to work effectively and collaboratively with various college and external constituencies; ability to independently manage the certification and reporting obligations to the VA and other constituencies; effective written and oral communication; ability to supervise staff and student workers; knowledge of Colleague, VA Once software, Service Now, and Microsoft Office suite; ability to manage certification and reporting obligations with limited supervision.
Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Benefits : AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full‑time staff and their families, several leadership development certificates, and recognition by the American Heart Association as a fit‑friendly worksite. Click here to learn about American University's unique benefit options.
Hiring offers for this position are contingent on successful completion of a background check.
Employees in staff positions at American University must deliver services from either the District of Columbia, Maryland, or Virginia, or perform work on‑site at the university.
American University is an E‑Verify employer.
For more information or assistance with the American University careers site, email theworkline@american.edu.
American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.
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Department:
AU Central
Time Type:
Full time
Job Type:
Regular
FLSA Status:
Exempt
Work Modality:
Hybrid 02 (On Campus 2 days/Week)
Union:
Excluded
Job Description:
The Associate Director, Veterans Services and Special Programs is responsible for the management of all veterans’ education benefit programs, including the accurate oversight and certification of military benefits to ensure the receipt of tuition revenue from the VA to AU per academic year. This position also oversees the management of special programs, particularly the health insurance waiver process, and the registration of first-time non‑degree students. The role ensures adherence to the Department of Veterans Affairs regulations and the Principles of Excellence through the development and maintenance of control systems and procedures. It oversees the accurate maintenance of records to ensure satisfactory audits and federal compliance in accordance with the requirements of the VA and with the University Records Retention Policy, as well as data on university veterans, including enrollment statistics and academic standing. The Associate Director counsels prospective and returning students receiving VA benefits on the certification process and the efficient use of their VA benefits, assesses customer service to identify and address issues that may impede quality service, maintains up-to-date knowledge of laws and program guidelines to ensure compliance, and serves as university expert on veteran education programs and benefit delivery.
Processing of benefits and reconciliation of Military Students’ Accounts : Responsible for the reconciliation of Student Veteran, Dependents, and Active Duty service members accounts; investigates, audits, and seeks resolution of debt issues; works with the offices of Student Accounts, Third Party billing, Financial Aid, the Registrar’s Office, the Veterans’ Administration, the Department of Defense, and VR&E to ensure institutional awards comply with VA regulations and that tuition and fee overpayments are returned to Veteran Affairs promptly; maintains accuracy and timeliness to ensure university compliance for eligibility in federal grant awarding; serves as University Liaison to VR&E and the Senate Sub‑Committee on Vocational Rehabilitation; manages all Vocational Rehabilitation third‑party contracts and records, certifies enrollment of all students receiving VR payments, and processes any changes in student enrollment; oversees the Veterans Benefits certification process and direct certification of specific populations of students.
Management of Two Full‑Time Staff Members and VA Work‑Study Students : Oversees responsibilities of the Veteran Services staff member and those of the VA Work‑Study students; establishes priorities for special assignments during peak certification and audit periods, monitors time records, ensures completion of applications, creation of job descriptions, accurate submission and retention of time records, and timely payment of wages by the VA for between 1 and 20 VA Work‑Study students.
Counseling : Counsels prospective and enrolled student veterans, their dependents, dependents’ parents, and active duty service members to determine which Veteran Administration and other military benefits they are eligible to receive and in what percentage; answers questions via phone, email, or in person to resolve problems and address concerns; provides referrals to other campus resources; hosts and participates in campus orientations to explain VA Education Benefits process for prospective and current students.
Establishing University Policies and Procedures Regarding Veterans’ Benefit and serving as Main Point of Contact for Veterans Benefits at AU : Collaborates with Admissions, Financial Aid, Student Accounts, Third Party billing, Registrar, and academic units to assess university programs as they relate to Veteran Benefits; ensures benefits and payments comply with VA regulations and institutional policies; serves as university point of contact in all issues pertaining to Executive Order 13607; evaluates all university academic programs to ensure they fall within the guidelines of the Executive Order; provides guidance to American University schools and colleges during creation of new programs; informs related offices of changing policies, issues, and special requirements; develops and maintains written policies and procedures; participates in and provides information for internal and external audits; serves as Staff Advisor to American University Veterans and AU’s ROTC community; main point of contact for internal and external audits; provides access to Veterans’ Lounge and special projects.
Reporting for Veterans Services : Provides statistics and just‑in‑time reporting for proactive outreach to specified student populations and accurate processing, reporting, and registration; provides timely and accurate reporting to the VA upon request including graduations, dismissals, and enrollment by program; provides accurate and timely reporting to the Office of Institutional Research as requested.
Management of Special Programs : Oversees administration of special programs; collaborates with Student Health Center, Student Accounts, Academic units, and others to manage student health insurance waiver process and first‑time non‑degree registration; develops and maintains processes and policies, manages escalations, and reports.
Other Duties : Other duties as assigned.
Supervisory Responsibility : Supervises two full‑time staff positions: Assistant Director Veterans Services and Assistant Director, AU Central; supervises 2–3 VA Work‑Study students.
Competencies : Championing Customer Needs; Making Accurate Judgments and Decisions; Managing Talent; Building and Supporting Teams.
Salary Range : $77,000.00 – $84,000.00 annually.
Required Education And Experience : Bachelor’s degree or equivalent; 5–8 years of relevant experience.
Preferred Education And Experience : Bachelor’s degree.
Additional Eligibility Qualifications : Knowledge of veteran educational benefits; minimum seven years of progressive experience in academic administration including front‑line student or customer support; three years of supervisory experience; experience working with veteran and military students in higher education; ability to work effectively and collaboratively with various college and external constituencies; ability to independently manage the certification and reporting obligations to the VA and other constituencies; effective written and oral communication; ability to supervise staff and student workers; knowledge of Colleague, VA Once software, Service Now, and Microsoft Office suite; ability to manage certification and reporting obligations with limited supervision.
Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Benefits : AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full‑time staff and their families, several leadership development certificates, and recognition by the American Heart Association as a fit‑friendly worksite. Click here to learn about American University's unique benefit options.
Hiring offers for this position are contingent on successful completion of a background check.
Employees in staff positions at American University must deliver services from either the District of Columbia, Maryland, or Virginia, or perform work on‑site at the university.
American University is an E‑Verify employer.
For more information or assistance with the American University careers site, email theworkline@american.edu.
American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.
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