Job Description

POSITION SUMMARY

This position is responsible to provide information, assistance, and support to Veterans, dependents, or survivors regarding benefit availability and eligibility. Work involves counseling on various local, State, and Federal Veteran’s-specific benefits and other support services to Veterans.

ESSENTIAL FUNCTIONS

• Interprets benefit eligibility requirements for available Veterans’ benefits.
• Educates Veterans; performs research and background checks to determine benefit eligibility.
• Interviews, counsels, and provides information for returning service members, recently separated Veterans, and all other eras of Veterans regarding their eligibility for benefits and other supportive services; retrieves service-related documents.
• Interviews, assesses, and counsels regarding loan programs; secures, prepares and coordinates documentation to fulfill federal and state requirements for loan programs.
• Initializes VA claims and benefits application process on behalf of Veterans ensuring deadlines are met and supporting documentation and verifications are provided.
• Researches and gathers supporting evidence for various claims on behalf of claimants as requested.
• Provides representation for clients regarding benefit reductions, denials and appeals. Advocates for clients for a successful outcome for claim.
• Interviews Veterans’ family members to determine eligibility for death/burial benefits/services; assists in applications for widow(er) pension, life insurance, and death and/or burial benefits.
• Identifies concerns, problems, and system level issues of Veterans and disabled Veterans; presents information to appropriate service entities.
• Provides public education and/or training on issues affecting the rights, benefits, or entitlements of Veterans and Veterans with disabilities.
• Complies with federal and state reporting requirements, maintains detailed records and generates reports.
• Participates in outreach efforts to promote Veteran benefits including placement of informational materials for the media, organizations, and Veterans. Assists in preparation community information.
• Assists in the preparation of state grant applications for development of the department’s annual budget.
• Educates staff on benefit programs available, necessary procedures and eligibility criteria. Trains and reviews related staff work.
• Arranges for transportation to the VA Medical Center for Veterans.
• Provides first line customer service to internal and external customers; greets, receives and screens visitors and customers; addresses and resolves customer questions as able and refers complex inquiries, requests, or complaints to appropriate staff.
• Sorts, copies, and distributes a variety of correspondence, deliveries, and mail; opens, logs, and routes office mail; retrieves, delivers, and sends faxes.
• Composes routine correspondence; proofreads and edits documents; enters, scans, updates, and maintains information in spreadsheets, databases, and reports.
• Maintains electronic and paper filing and record systems to provide easy access to records and information; provides retention of records as required.
• Other duties as assigned.

MINIMUM REQUIRED QUALIFICATIONS

• Associate Degree in Human Services or related discipline with two (2) years of work experience in human service or benefit related programs/services; or a high school diploma/equivalent with four (4) years’ work experience human service or benefit related programs/services .

OTHER REQUIREMENTS

• The following must be obtained within one (1) year of hire:
  • Veterans Administration accreditation from the National Association of County Veterans Service Officers and Wisconsin Department of Veterans Affairs;
  • Complete and Pass Training, Responsibility, Involvement and Preparation (TRIP) and VA Talent Management Training (TMS) requirements;
  • Obtain a Personal Identity Verification (PIV) card from the Veteran’s Administration.
• Must successfully pass criminal background check.

PREFERRED QUALIFICATIONS

• Honorable Discharge from military service with not less than two (2) years continuous service or the completion of one (1) full-term of service as set forth in Wisconsin State Statute §45.01(12).

Job Requirements

• Ability to develop and disseminate information to the public concerning the Veteran’s Service office, its activities, and the services and programs available to Veterans.
• Knowledge of the laws relating to the benefits available to veterans under a wide variety of federal, state and local Veteran’s benefit programs.
• Ability to read, analyze, research and interpret complex provisions and laws for individual case use.
• Skill to counsel and assist veterans and their families regarding benefits and services.
• Ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision.
• Ability to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
• Ability to read and accurately interpret statutory language regarding administrative details of the legal process.
• Ability to establish and maintain accurate records of assigned activities and operations.
• Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.
• Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
• Ability to perform detailed work accurately and independently in compliance with stringent time limits with minimal direction and supervision.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Knowledge of current office practices and procedures and knowledge of the operation of standard office equipment and software.
• Knowledge of computer software including word processing, spreadsheet and database applications consistent for this position.
• Ability to perform mathematical calculations required of this position.
• Ability to communicate clearly, concisely and effectively in English in both written and verbal form.
• Skill in researching and understanding complex written materials.
• Ability to prepare and maintain accurate and concise records and reports.
• Ability to apply sound judgment and discretion in performing duties, resolving problems and interpreting policies and regulations.
• Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing.
• Ability to handle sensitive interpersonal situations calmly and tactfully.
• Ability to maintain professionalism at all times.
• Ability to maintain effective working relationships with individuals within and outside the organization.
• Ability to maintain confidentiality and discretion regarding business-related files, reports and conversations, within the provisions of open records laws and other applicable State and Federal statutes and regulations.
• Ability to work the allocated hours of the position and respond after hours as needed.

PHYSICAL AND WORK ENVIRONMENT

• This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
• Work has standard vision requirements.
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
• Hearing is required to perceive information at normal spoken word levels.
• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
• Work is generally in a moderately noisy office setting.