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The report summarizes key 2024 findings, including assistance provided to Virginians with education loan issues, borrower-facing outreach and education activities, website module usage, and collaboration to improve student loan payment restart processes. 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Council of Higher Education for Virginia  \nAnnual Report Office of the Qualified Education Loan Ombudsman  \nFebruary 12, 2025  \nTable of Contents  \nSUMMARY ............................................................................................................................................ 1  \nPURPOSE OF THIS REPORT ................................................................................................................. 2  \nOVERALL EFFECTIVENESS................................................................................................................... 3  \nAnalysis of Borrower Cases .................................................................................................................4  \nOutreach Efforts.....................................................................................................................................7  \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 Labor, and Commerce 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 2024 annual report.  \n1. The Office of the Education Loan Ombudsman has helped 831 Virginians with education loan issues during its first six years of operation.  \n2. Primary services included: helping borrowers understand the complexity of  \ntheir loans, troubleshooting eligibility issues for loan forgiveness, assisting borrowers to resume payments and helping those who felt they were  \ndefrauded or misled by their institutions.  \n3. The Student Loan Advocate delivered presentations to more than 500 students, parents, teachers and counselors at conferences and events hosted across the Commonwealth in its first six years of operation. Further, the Advocate launched media and social media outreach campaigns to help Virginians better understand student loan repayment resumption.  \n4. The Student Loan Advocate managed Virginia's student loan website ([virginiastudentloanhelp.org](virginiastudentloanhelp.org)), which saw approximately 25,000 unique users participate in one or more education modules during 2024.  \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, informing the development of 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 (the 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 a description of the 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 ","cbCaiaI8GZf0ifOk","https://ap.wps.com/l/cbCaiaI8GZf0ifOk","pdf",797830,22,"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 requirement for SCHEV to report to specified House and Senate committees on the Office’s implementation and overall effectiveness, including outcomes, public outreach, and progress on the borrower education course.\"},{\"question\":\"How does the Office help qualified education loan borrowers?\",\"answer\":\"The Student Loan Advocate provides timely assistance by helping borrowers understand their loan terms, troubleshoot eligibility for loan forgiveness, support payment resumption, and address concerns about being defrauded or misled.\"},{\"question\":\"What actions and outreach were reported for 2024?\",\"answer\":\"The report highlights presentations delivered to students and families, media and social outreach to explain repayment resumption, operation of a student loan help website with module participation, and analysis of borrower complaint trends to inform policy recommendations.\"}]","State Council of Higher Education for Virginia - Annual Report Office of the Qualified Education Loan Ombudsman - February 12, 2025 | PDF",1792061129,55]