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Ensure potentially impacted recipients are notified that they may be eligible for a full year of qualifying teaching service if during the 2019–2020 or 2020–2021 school years their service was interrupted by the pandemic, including sending communications to potentially impacted recipients and posting more detailed information on customer-facing web pages to include • how recipients can receive credit under the CARES Act, • what recipients need to submit to receive credit under the CARES Act if their school closed outside of the March 1, 2020, to April 30, 2020, window, and • what recipients can do if their certification form for the 2019–2020 or 2020–2021 academic year was rejected or denied.

Ensure the servicer’s Processing Guide and Inbound and Outbound Calls Guide are updated to include applicable processes to follow for recipients that are eligible for CARES Act flexibilities consistent with the bulleted items noted in Recommendation 1.1 above.

Ensure FSA conducts adequate sampling to verify that CARES Act flexibilities were granted appropriately, to include recipients that may have been denied credit because their end date did not fall within the specified window, recipients that were initially denied but identified as eligible for CARES Act flexibilities (“Denials Approvable”), and recipients that had the specified employment end date but had an employment start date that did not meet FSA’s presumptions regarding when most school years begin.