Sr. Veteran's Services Officer

General Summary & Essential Responsibilities JOB SUMMARY Performs professional, administrative, training and lead work to Veteran Services Officers while assisting veterans, their dependents and survivors in matters pertaining to rights and benefits under various federal and state statutes. Work involves direct client services and extensive public contact. Work requires the exercise of considerable independent judgment, and constant contact with other government, non-profit and community agencies in developing partnerships and coordinating services delivery. Provides training and assistance to less experienced team members. Work is performed under the supervision of the Veterans Services Manager and is reviewed through observations, conference, reports, and results achieved. ESSENTIAL JOB FUNCTIONS * Provides direction to Veteran Service Officers in technical matters relating to claims. * Directs and assists veterans and eligible survivors in the filling of claims for disability compensation, pension, appeals, health care access and other ancillary benefits and manages and monitors claims for service connection until completion, and pension claims through perpetuity. * Conducts telephone and personal interviews to determine client need and eligibility for services: reviews evidence of records; asks questions; determines accuracy of information provides; communicates expectations and understanding of services; encourages participation; and may conduct interviews in home setting for veterans unable to visit the office. * Reviews documentation to assess entitlement to benefits as well as advise clients about appeal options. * Establishes outreach programs and identifies areas that would benefit from additional contact and assistance: prepares and presents information regarding veterans' benefits and requirements to community groups and organizations and other individuals; and coordinates work activities with allied individuals and organizations, such as congressional staff, Veteran's Administration health care professionals, County staff, non-profit agencies, etc. * Makes recommendations regarding day-to-day expenditures and development of annual operating budget. * Communicates, coordinates, and collaborates with federal, state, and local regulatory agencies and non-profits, including the Florida Department of Labor, regarding employment opportunities for disabled veterans. * Develops briefings, handouts, and other administrative tools. * Maintains comprehensive and current knowledge regarding federal regulations, directives, policies and changes and veterans' issues and concerns; attends training, workshops, and seminars. * Performs administrative duties including written reports, memorandums, letters, and electronic correspondence, interaction with vendors, and communication through telephone and meetings. * Monitors daily production to assure quality control standards are maintained. In the absence of the Veterans Services Manager, coordinates the work of the Veteran Services Division. * Provides exceptional customer assistance, problem-solving, and/or complaint resolution by all forms of communication. Min. Education, Licenses and Certifications Education and Experience: An equivalent combination of relevant training, education and experience: * Bachelor's Degree * Preferred: * Human Services * Business Administration * Public Administration * Two (2) years of experience in providing veteran services, interpreting government regulations and documents, or related administrative experience. * Preferred: * Experience directly related to veteran benefits eligibility. * Supervisory and/or lead worker experience. * Per Florida Statute 1.01(14): * Must be a veteran, or surviving spouse of any such veteran, who served in the active military, naval, or air service and who was discharged or released under honorable conditions only or who later received an upgraded discharge under honorable conditions, notwithstanding any action by the United State Department of Veterans Affairs on individuals discharged or released with other than honorable discharges. * Experience may be considered for Honorable retirement from a branch of Armed Forces after 20 years of service. Knowledge, Skills and Abilities * Knowledge of departmental policies, plans, and procedures. * Knowledge of modern office practices, plans, and procedures. * Knowledge of Microsoft Word, Excel, PowerPoint, and other job-related computer programs and software applications. * Knowledge of the laws, rules, and regulations governing veteran's benefits under Federal and State law, such as public law 38 USC, 38 CR VA regulations, local requirements and programs of Medicare and Medicaid and other medical treatments and options. * Knowledge of issues related to active-duty military members, veterans, and survivors of veterans. * Ability to demonstrate patience, good judgement, interest and concern for veterans and their dependents. * Analytical and research skills. * Leadership skills to include; training, team building, mediation and motivational skills. * Skill in effective communication, both orally and in writing, to include public speaking. * Skill in prioritizing and organizing work. * Skill in the use of office equipment such as a computer, multi-line telephone system, scanner, fax machine, and copier. * Ability to demonstrate patience, good judgement, interest and concern for veterans and their dependents. * Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures. * Ability to work independently and maintain accurate work records and comprehensive maintenance records. * Ability to make recommendations and to use resourcefulness and tact in solving new problems. * Ability to ascertain priorities and meet deadlines and objectives. * Ability to develop effective proposals. * Ability to maintain accurate records and reports. * Ability to establish and maintain effective working relationships with internal and external customers, community partners and regulatory agencies. * Ability to operate a motor vehicle. * Ability to provide internal/external guidance and customer assistance via all forms of communication. * Ability to use computers for data entry, word processing, and/or accounting purposes. * Ability to author reports, business correspondence, and procedure manuals. * Ability to establish and maintain effective working relationships with managers, service providers, other employees, and the general public. Supplemental Information PHYSICAL DEMANDS Walking, sitting, hearing, seeing up close, talking, standing, finger movement, repetitive motions. Occasional lifting up to 15 lbs. WORK ENVIRONMENT Work is performed in a relatively safe, and secure work environment. RISK/SAFETY CONDITIONS The position requires no exposure or risk related to physical and/or mental health and safety. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. Charlotte County is an Affirmative Action/ADA/Veterans' Preference and Equal Opportunity Employer. Women, Minorities, and Persons with Disabilities are Encouraged to Apply.

Created: 2025-02-20