JOB TITLE: VETERANS SERVICES OFFICER SUPERVISOR, DMVA

JOB CODE: 48251

SERIES NATURE OF WORK: The Veterans Services job series describes specialized work for the Department of Military and Veterans Affairs (DMVA) in facilitating veterans’ access to services, benefits, and programs.

DEFINITION: This is specialized supervisory work in advocacy and outreach on behalf of veterans and their beneficiaries.

An employee in this job supervises the work of Veterans Services Officers or similar positions of comparable level responsible for identifying, securing, and connecting veterans and families with a wide range of resources for which they may be eligible. Work involves supervising the development and maintenance of relationships with service providers; engendering service provider support; maintaining contacts with new and existing veterans’ resources; and coordinating sequential services between service providers for veterans with multiple and specialized needs. Work also includes supervising and monitoring caseloads; evaluating the quality of claims, advocacy, and referral services completed by subordinate staff; and providing analysis and recommendations for the development and implementation of veterans’ program initiatives, policies, and procedures. Important aspects of this work involve participating in the creation and revision of legislation for veterans’ services and programs and researching and responding to legislative inquiries. Work is performed independently and is reviewed by an administrative supervisor, through conferences and work results, for compliance with program mandates and the achievement of goals and objectives.

   DISTINGUISHING CHARACTERISTICS:

     • Work is differentiated from the lower level job based on the supervision of Veterans Services Officers, DMVA, or positions at a comparable level, and the responsibility for achieving program goals and objectives.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Supervises staff advising veterans and their families regarding available benefits and programs, application and appeal processes, and delivery of services.

• Supervises the coordination of outreach efforts with county veterans affairs offices, veterans organizations, members of the legislature, and the public.

• Supervises the advocacy of defendants adjudicated through the Pennsylvania Veterans Court system by assigning Veterans Services Officers to support and advise veterans through the legal process.

• Supervises the support of veterans reintegrating into civilian life to obtain and enhance opportunities with post-military employment, educational opportunities, veterans’ job preference, job fairs, business and entrepreneurial endeavors, and interaction with labor and industry representatives.

• Provides guidance and support to staff regarding the development or restoration of programs and services.

• Recommends and implements process and operational improvements pertaining to veterans’ benefits and services.

• Coordinates the development, scheduling, and implementation of training for county veteran affairs office staff on veterans’ issues, entitlements, and changes to laws impacting veterans’ benefits, including sessions for continuing education and USDVA recertification requirements.

• Provides informational briefings to department staff on proposed legislation to assist in achieving legislative goals on behalf of veterans.

• Reviews, researches, and responds to federal, state, and local legislative inquiries pertaining to veterans’ issues and concerns.

• Travels or drives mobile van to assist veterans at sites that are not accessible by public transportation.

• Performs the full range of supervisory duties.

• May participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of common challenges experienced by veterans, relevant resources available to them, and methods for their successful reintegration to civilian life.

• Knowledge of veterans’ benefits and services claims and appeals processes.

• Knowledge of interviewing techniques used to gather information.

• Knowledge of medical terminology used in describing mental and physical disabilities typically experienced by veterans.

• Knowledge of the principles and practices of advocacy in public and administrative settings.

• Knowledge of effective outreach techniques.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Knowledge of the principles and practices of employee supervision.

• Ability to analyze and interpret written material.

• Ability to establish and maintain effective working relationships.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• One year of experience as a Veterans Services Officer, DMVA (commonwealth title);

or

• Two years of experience in analyzing and determining individuals' eligibility for public benefits or services programs, which included one year performing advocacy or outreach work for veterans’ benefits and services programs, and a bachelor's degree in human services, business administration, public administration, or a related field;

or

• An equivalent combination of experience and training which included one year of analyzing and determining individuals’ eligibility and performing advocacy or outreach work for veterans’ benefits and services programs.

SPECIAL REQUIREMENTS:

• Certain positions in this job require possession of a valid Pennsylvania non-commercial class C driver's license or equivalent.

• All positions in this job are required to possess valid accreditation by the U.S. Department of Veterans Affairs as a veterans service officer or eligibility for accreditation within one year from the date of employment.