JOB TITLE: VETERANS SERVICES OFFICER, DMVA

JOB CODE: 48250

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 professional work assessing the needs of veterans and their families and obtaining and coordinating appropriate services, benefits, programs, and resources.

An employee in this job is responsible for identifying, securing, and connecting veterans and their families with a wide range of resources for which they may be eligible. Work involves developing and maintaining relationships with service providers and engendering their support; maintaining contacts with new and existing veterans resources; coordinating sequential services between service providers for veterans with multiple needs; and developing methods for promoting available programs, benefits, and resources. Work also includes performing state and federal benefits counseling to veterans and their families and providing support throughout all stages of the application process; providing guidance and information to county veterans affairs offices, including the evaluation of claims initiated by county offices prior to submission to the U.S. Department of Veterans Affairs (USDVA) for adjudication; recommending and implementing new and revised veterans services, benefits, and financial assistance program policies and procedures; and proposing draft language for new and amended legislation regarding issues, benefits, and services for veterans. Supervision may be exercised over lower level specialist, technical, or clerical staff. An important aspect of this work involves advocating on behalf of veterans and their beneficiaries throughout the process, including reviewing benefits decisions to ensure maximum entitlement, and representing claimants’ appeals regarding unfavorable decisions. Work is performed independently within the parameters of state and federal laws, regulations, and procedures and is reviewed by an administrative supervisor through conferences and an evaluation of work products and reports.

   DISTINGUISHING CHARACTERISTICS:

     • Work is differentiated from the lower level job based on responsibility for building and maintaining relationships with veterans services providers, developing or identifying new service programs, determining and coordinating the progression of multiple services, providing guidance throughout the claims process, performing quality assurance review of veterans’ claims, and advocating for their appeals.

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.)

• Conducts individualized reviews of services, benefits, and programs available to veterans and their families and determines the best methods for connecting them to resources in their communities.

• Collaborates with state agencies, commissions, and community partners to improve programs for veterans, exchange information, identify available and potential resources, expand outreach capabilities, ensure program cohesiveness, coordinate complementary programs, and facilitate enhancements in accessibility to benefits and services.

• Evaluates individual circumstances of veterans, identifies their needs, and plans and coordinates sequential services between service providers for veterans with multiple needs, such as financial assistance, education, employment, housing, and counseling services.

• Evaluates new service and resource providers for quality and applicability prior to referring veterans to them.

• Establishes interagency workgroups to identify unmet and underserved veteran community needs, and develops plans to establish or restore programs and services.

• Promotes the enrollment of veterans into programs offered by private sector service providers and works with them through referrals to expedite applications and approval processes.

• Identifies, researches, analyzes, and reports on veterans programs, benefits, services, and other resources administered by commonwealth agencies, and at federal, county, and local levels.

• Promotes available programs, benefits, and resources for veterans by developing methods such as targeting efforts towards specific communities and demographics, generating informational materials, and scheduling attendance at public events.

• Interviews, counsels, and assists veterans and their families in applying for veterans’ benefits or resolving issues delaying or preventing the approval of benefits.

• Receives, reviews, prepares, and submits claims for veterans benefits and services to the USDVA for adjudication.

• Works with medical professionals to obtain medical opinions, records, and reports in support of veterans’ referrals or claims for benefits and services after obtaining Health Insurance Portability and Accountability Act (HIPAA) waivers.

• Manages and maintains a caseload of claims for benefits and services from the initial application process through the final determination of benefits.

• Reviews rating decisions and administrative documents to determine if all eligible benefits have been pursued.

• Provides training on veterans’ issues, benefits, and services to county veterans affairs office staff for continuing education and regular USDVA recertification requirements.

• Identifies the basis of claim denials and develops strategies to obtain approval through the appeal process.

• Advocates on behalf of veteran defendants in the Veterans Court system by attending court sessions and providing support throughout the legal process.

• Advises presiding judges and court administrators regarding potential benefits available to veteran defendants adjudicated through the Veterans Court system.

• Researches veterans programs from other states in order to recommend and implement changes to assistance programs, policies, and procedures.

• Addresses community groups, veterans organizations, and other entities to promote and explain programs and benefits available to veterans and encourage their enrollment in those for which they may be eligible.

• Plans and schedules the use of mobile offices in conjunction with county veterans affairs offices, veterans organizations, educational organizations, legislators, and other parties throughout Pennsylvania.

• Supports senior staff members with media outreach events by researching discussion points and assisting in preparing for live call-in sessions.

• Provides media with information regarding new and changing programs through media releases and social media content to maximize awareness and understanding of available benefits and services.

• Researches and provides information to department leadership on the interpretation of pertinent laws, rules, policies, and procedures that affect the operations of the program.

• Supports the integration of veterans into civilian life by identifying and enhancing opportunities for post-military employment, business and entrepreneurial endeavors, veterans job preference, job fairs, and interaction with labor and industry representatives.

• Enhances veterans employment opportunities by assisting in the translation of their military occupation specialties into civilian skill sets.

• 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 interviewing techniques used to gather information.

• Knowledge of public assistance programs and their eligibility requirements.

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

• Ability to analyze and interpret written information.

• Ability to apply pertinent laws, rules, and regulations in order to make a recommendation or decision.

• Ability to establish and maintain effective working relationships.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These are not used for merit system evaluation or examination purposes and are not position-specific performance standards.)

• Knowledge of effective outreach techniques.

• Knowledge of the resources available for military personnel returning to civilian life.

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

• One year as a Veterans Services Specialist, DMVA (commonwealth title);

or

• Five years of experience in analyzing and determining individuals' eligibility for public benefits or services programs.

or

• One year of experience in analyzing and determining individuals' eligibility for public benefits or 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.

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.