Third Parties Help Vets Understand Their Benefits

Veterans trying to learn more about their benefits or to get their claims approved have long faced a daunting bureaucracy that is not very transparent. Although the Department of Veterans Affairs (VA) has recently made some moves to improve its performance, many vets turn to third parties, including veterans organizations, to get the information they need.

In an effort to increase transparency and improve benefit delivery to veterans, the VA launched a new website in July. The site, ASPIRE, includes links to detailed information from regional offices about claims processing, including average time to process a claim compared to department goals, as well as benefits reports in all areas, including education, health care and home loans.

However, the VA will continue to face challenges. A government report in May found that the department has struggled to process benefit claims from the Post-9/11 GI Bill. Major changes in GI Bill benefits are taking effect this year, with the first batch starting Aug. 1. Yet some of the significant changes have yet to be fully communicated to students and universities--and a growing number of veterans from Iraq and Afghanistan have made benefits administration a complex challenge for the VA.

VA offices working to improve outreach

Veterans organizations also play a key role in helping veterans find current information about their GI Bill benefits.

Chris Goehner, a wounded veteran and 2010 graduate of Central Washington University, had difficulties obtaining information from the VA but discovered a group, Iraq and Afghanistan Veterans of America (IAVA), that provided information and contacts to help him understand his benefits.

"Veteran service organizations like Iraq and Afghanistan Veterans of America have created websites like newgibill.org, which allowed me to easily understand what the best value for my GI educational benefits would be to succeed in school," Goehner said. "Now my university, Central Washington University in Washington State, is not only ensuring future success of veterans by using this site, but they have also created a new position for veterans' programs and retention."

IAVA's success is due to its embrace of online communication, according to IAVA Legislative Fellow Marco Reininger, an Afghanistan veteran.

"At IAVA, we pride ourselves with reaching vets where they are--online. This new generation of veterans is spread out across the country, so the best way to reach them is through the Internet," Reininger said. "In IAVA's exclusive online social network, Community of Veterans, we hold weekly 'Sergeant's Time,' an hour where vets can get online and chat with our experts about their GI Bill benefits and ask questions about the changing rates and other vets issues."

Goehner and IAVA also successfully lobbied Central Washington to hire a recently retired Army Master Sergeant to help veterans understand both state and federal benefits.

"My school knows that the system is hard to understand and navigate but with this Master Sergeant keeping an eye out for us, I know other guys coming up behind me through school will be successful," Goehner said.

Responsibility lies with veterans, student says

Sylvia Olsen served in the Air Force for three years as a Public Affairs Specialist. Now Olsen is a full-time student at Marywood University, using her Post-9/11 GI Bill benefits to pursue a master's degree in communications. Olsen's experience with the VA was largely positive.

"I have been a full-time student since January 2011, and so far my experience with the Post-9/11 GI Bill has been a positive one," Olsen said. "The process of applying for education benefits online was easy and simple. Once I began school, it took a month or two for the GI Bill to 'kick in,' which caused issues, but they were eventually resolved. During this experience, I've realized I am responsible for myself, and if a problem comes up with the GI Bill, it's up to me to ensure it's corrected."

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