JOB TITLE: VETERANS SERVICES OFFICER MANAGER, DMVA

JOB CODE: 48252

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 managerial work in outreach, advocacy, reintegration, referral, training programs, and initiatives on behalf of veterans and their beneficiaries.

An employee in this job serves as a division chief in the Bureau of Veterans Programs, Initiatives, Reintegration, and Outreach. Work involves planning and directing, through subordinate Veterans Services Officer Supervisors, programs and initiatives connecting veterans and families with a wide range of resources for which they may be eligible. Work involves developing programs, initiatives, rules, regulations, policies, and procedures to ensure optimal delivery of veterans’ benefits and services; developing and evaluating the effectiveness of goals and objectives established for veterans’ services programs; providing referrals and assistance to veterans with the most visible or highly sensitive needs; and administering the delivery of training programs for subordinate staff and county veterans affairs office staff. Important aspects of this work involve overseeing and supporting outreach efforts to maximize benefits and services to all veterans; promoting the role of subordinate staff as advocates in veterans claims processes; and developing and administering reintegration programs and initiatives to ensure returning service members are prepared for civilian life and employment. Work also includes monitoring annual budget expenditures; assisting the Bureau Director and budget staff in budget formulation; and participating in the review of existing and proposed legislation for the impact on veterans’ services programs. Work is assigned in the form of general goals and objectives 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 Officer Supervisors, DMVA, or positions at a comparable level; responsibility for establishing and achieving goals for statewide veterans programs and initiatives; and serving as a division chief in the Bureau of Veterans Programs, Initiatives, Reintegration, and Outreach.

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.)

• Establishes statewide goals and objectives to maximize access and exposure to available veterans’ services and programs; improve relationships with veterans’ service providers; ensure effective deployment and use of mobile offices; and increase agency collaboration with veterans’ and other organizations.

• Promotes the advocacy role of the agency and veterans’ organizations through new program initiatives and outreach efforts in homeless prevention and housing issues, mental health care, women veteran issues, rural outreach and services, criminal justice applications, training, education, and employment.

• Directs and reviews the delivery of veteran reintegration programs including business and entrepreneurial opportunities, veterans’ job preference, job fairs, and other employment aids.

• Monitors the execution and performance of statewide programs and progress toward objectives using data monitoring, report reviews, and trend analyses.

• Provides direction and technical assistance to subordinate officers, supervisors, and county veterans affairs office staff regarding veterans’ services program administration.

• Directs and reviews needs assessments to ascertain training requirements for subordinates and county veterans affairs office staff.

• Administers the delivery of training programs on a wide variety of veterans’ issues, including sessions for continuing education and recertification with the U.S. Department of Veterans Affairs (USDVA).

• Prepares recommendations and justifications for changes in veterans’ services programs, policies, and procedures.

• Advises staff on case precedent information and provides guidance regarding advocating for veterans’ claims appeals before the Board of Veterans’ Appeals (BVA).

• Approves and implements processes to increase efficiency and response rates for veteran clientele.

• Monitors budget expenditures and assists the Bureau Director and budget staff in formulating the annual budget by providing program measures, performance analysis, and reports.

• Participates in the development of legislation affecting veterans, their beneficiaries, and dependents.

• Intervenes on behalf of claimants to the Board of Veterans Appeals in issues resulting from unfavorable decisions rendered by the USDVA.

• Prepares reports for review by senior staff on issues raised by various veterans’ organizations regarding veterans’ programs and benefits.

• 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 methods and techniques used in conducting data collection, analysis, and evaluation.

• Knowledge of the basic principles of financial monitoring.

• 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 as a Veterans Services Officer Supervisor, DMVA (commonwealth title);

or

• Three years of experience in analyzing and determining individuals' eligibility for public benefits or services programs, which included two years performing advocacy or outreach work for veterans’ benefits and services programs and one year of supervisory experience 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 two years of analyzing and determining individuals’ eligibility and performing advocacy or outreach work for veterans’ benefits and services programs and one year of supervisory experience for veterans’ benefits and services programs.

SPECIAL REQUIREMENTS:

• 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.