Drazen Zigic/Shutterstock
As a military veteran, now working in higher education, I understand firsthand the importance of support systems for those transitioning from service to academia. During my own academic journey, I had the privilege of working closely with a veteran services coordinator whose dedication and insight helped me navigate complex educational benefits and personal challenges. Their work often goes unseen, yet it plays a critical role in the success of student veterans. Here we offer an in-depth look into the meaningful and multifaceted role of a veteran services coordinator (a role that can go by many names at various institutions, including: ‘veterans director,’ ‘military services director,’ and ‘director of military services’ to name a few), as told through the experiences of Shelly Bearden at Pasco-Hernando State College (PHSC).
A Day in the Life
Being a veteran services coordinator at PHSC is far from routine; it’s a dynamic role that directly supports military service members, veterans, and their families. Shelly Bearden serves as a vital bridge between the military community and higher education, offering essential guidance and support.
There’s no “typical” day for a coordinator. Tasks shift depending on the academic calendar. During peak enrollment, time is devoted to advising new and returning students, guiding them through the application process, class registration, degree audits, and Veteran Affairs (VA) benefit certifications. Shelly also processes CW Young tuition waivers and assists students using Banner student portals.
In quieter periods-called “valleys”-Shelly focuses on reporting reductions due to withdrawals or failing grades, planning future events and goals, and managing special projects. Her role involves close collaboration with PHSC’s VA team and external partners like the University of South Florida’s Office of Veteran Success. She attends trainings, conferences, and coordinates initiatives such as Veterans Day celebrations across all five campuses. Promptly responding to emails and voicemails remains a daily priority.
Student veterans often reach out when first starting or when they encounter problems. While new students inquire about VA benefits and eligibility, returning students may need academic advising or help with major changes. The coordinator sends timely updates via Canvas and email to keep everyone informed.
Collaboration across departments-including advising, financial services, admissions, financial aid, accessibility services, and student life-is critical. Tools like Microsoft Office Suite, Banner Data Management (BDM), VA Enrollment Manager, and Dynamic Forms are essential for daily operations and VA audits.
Persisting Through Challenges
Shelly’s motivation is rooted in personal experience. As a Navy spouse for 17 years, she became deeply involved in the military community. Her roles at adult learning centers on Navy bases, and later at Tidewater Community College’s Center for Military and Veterans Education, laid the foundation for her work today. Her commitment is also shaped by being a first-generation college student who lacked proper guidance-an experience she works to prevent for others. She likens advising student veterans to solving a 5,000-piece puzzle under time pressure, with pride and purpose.
A common challenge student veterans face is using the Post-9/11 GI Bill® primarily for housing rather than education. Without clear academic goals, they risk losing motivation and dropping out, resulting in debt to both the VA and PHSC. Others struggle to align their joint services transcript (JST) credits and prior coursework with current degree plans while maintaining eligibility.
PHSC’s veteran services program supports students through academic advising, benefit guidance, and mental health referrals. Flyers from community events and peer-recommended resources are shared regularly. Coordinators stay updated through subscriptions to VA newsletters, office hours, FAVES training, and by following legislative updates-especially from veteran advocate Congressman Gus Bilirakis.
Success is measured through student persistence, degree planning, academic milestones, graduation invitations, and alumni returning for guidance. The role’s greatest rewards come from seeing veterans grow in confidence and achieve their goals. Implementing new ideas that expand services is also fulfilling.
Challenges remain. For example, student veterans may unknowingly incur financial penalties for course withdrawals if they don’t consult their school certifying official (SCO) first. The VA certification process lacks a universal platform, making spreadsheet management cumbersome. Peak periods demand juggling multiple systems and compliance with both college and VA policies. Also, the absence of a veteran lounge at PHSC hinders community-building and mentorship opportunities.
When student veterans experience personal or academic hardship, Shelly provides a listening ear, explains academic policies and VA implications, and connects them with resources. She also helps them report mitigating circumstances to the VA when needed.
A “Labor of Love” Profession
Misconceptions about veterans persist-like assumptions that all have PTSD or are only in school for GI Bill® money. The coordinator role has evolved from a basic certification role to a more technical and holistic service model. At PHSC, physical files are now digital, and the veteran services office holds weekly planning meetings, reviews legislative changes, and markets services across campuses. Initiatives like a unified email (veterans@phsc.edu), branch flags, and campus-wide Veterans Day events help raise awareness and build pride.
For new student veterans, Shelly’s advice is to make the most of available benefits, explore Chapter 31 VR&E if eligible, and use tools like Focus2 career assessments. She emphasizes meeting with an advisor each term and choosing a meaningful academic path-especially when relying on a housing stipend for financial stability.
For those interested in a career in veteran services, she calls it a “labor of love.” Change can be slow, and each college’s model is different. Some only certify benefits, while others-like PHSC-also advise and advocate.
Looking ahead, PHSC aims to introduce a challenge coin, create a student veteran-led transition program, distribute graduation cords for CH35 DEA dependents, and host a veterans resource fair on West Campus with support from Congressman Bilirakis. Other goals include setting up POW/MIA tables, joining the SALUTE Veterans National Honor Society, and strengthening community partnerships.
Future student veteran needs may shift. Younger veterans, trade-focused education, and delayed college attendance due to job opportunities may become more common-especially since the Forever GI Bill® has no expiration. As enrollments decline, the role of campus communities becomes even more vital. Welcoming environments, veteran lounges, and staff awareness of student veteran needs will continue to be essential to ensure these students are recognized, supported, and connected.
