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The report summarizes key findings from the 2023 reporting period, including borrower assistance outcomes, outreach activities, media and social campaigns, website module engagement, and data-driven policy recommendations. 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Education Loan Ombudsman  \nJanuary 10, 2024  \nTable of Contents  \nSUMMARY ............................................................................................................................................ 1  \nPURPOSE OF THIS REPORT ................................................................................................................. 2  \nOVERALL EFFECTIVENESS................................................................................................................... 3  \nAnalysis of Borrower Cases .................................................................................................................4  \nOutreach Efforts.....................................................................................................................................8  \nPLANS FOR THE FUTURE ..................................................................................................................... 9  \nPolicy Recommendations .....................................................................................................................9  \nTHE QUALIFIED EDUCATION LOAN BORROWER EDUCATION COURSE..............................................14  \nAPPENDIX ........................................................................................................................................... 18  \nCode of Virginia Authorizing Language .........................................................................................18  \nSUMMARY  \nThe Code of Virginia directs the State Council of Higher Education for Virginia (SCHEV) to submit an annual report to the House Committees on Commerce and Labor and Education, and the Senate Committees on Commerce and Labor and Education and Health on the implementation and overall effectiveness of the Office of the Qualified Education Loan Ombudsman (§ 23.1-234) . Terms associated with the operation of the office are defined in § 23.1-231.  \nThe following are the key findings from the 2023 annual report.  \n1. The Virginia Student Loan Advocate helped 673 Virginians with education loan issues during its first five years of operation.  \n2. The main assistance provided included: helping borrowers understand the complexity of their loans, troubleshooting eligibility issues for loan forgiveness, assisting borrowers resume payments and helping those who felt they were defrauded or misled by their institution.  \n3. Spoke at conferences and events to more than 1,000 people including students, parents, teachers and counselors on student loan issues. Initiated media and social media outreach campaign to help Virginians better understand student loan repayment resumption.  \n4. Managed Virginia's student loan website ([virginiastudentloanhelp.org](virginiastudentloanhelp.org)),  \nwhich saw approximately 12,000 unique users participate in one or more modules during 2023.  \n5. The Student Loan Advocate worked with other federal and state advocates to improve the process for the restart of student loan payments.  \n6. The Student Loan Advocate analyzed data and identified trends in borrower complaints and provided policy recommendations to help borrowers.  \nPURPOSE OF THIS REPORT  \nThis report fulfills the legislative requirement for the Office of the Qualified Education Loan Ombudsman (the Office), staffed by the Student Loan Advocate.  \nThe General Assembly and Governor established the Office during the 2018 General Assembly session. An excerpt of the enabling legislation and purpose is included below along with expected annual reporting requirements. (The full legislation is in Appendix A.)  \n§ 23.1-232. Office of the Qualified Education Loan Ombudsman established; duties.  \nA. The Council shall create within the agency the Office of the Qualified Education Loan Ombudsman. The Office of the Qualified Education Loan Ombudsman shall provide timely assistance to any qualified education loan borrow","cbCaivd34Bg7BkrH","https://ap.wps.com/l/cbCaivd34Bg7BkrH","pdf",621423,22,"English","# SUMMARY\n# PURPOSE OF THIS REPORT\n# OVERALL EFFECTIVENESS\n## Analysis of Borrower Cases\n## Outreach Efforts\n# PLANS FOR THE FUTURE\n## Policy Recommendations\n# THE QUALIFIED EDUCATION LOAN BORROWER EDUCATION COURSE\n# APPENDIX","[{\"question\":\"What is the purpose of this annual report?\",\"answer\":\"It fulfills the legislative reporting requirement describing the office’s implementation and overall effectiveness, including outcomes of public-facing efforts and complaint handling.\"},{\"question\":\"How does the Office assist qualified education loan borrowers?\",\"answer\":\"Borrowers complete a student complaint form on the office website, after which the Student Loan Advocate contacts the borrower and works the case.\"},{\"question\":\"What types of activities are included in the report’s overall effectiveness section?\",\"answer\":\"It covers the advocate’s assistance and education responsibilities, outreach efforts to inform the public, analysis of borrower complaint trends, and resulting policy recommendations.\"}]","Qualified Education Loan Ombudsman - 2024 Annual Report | PDF",1792061132,55]