Job Description

Supervises the daily activities of Assistant Veterans Service Officers in processing benefit claims cases for eligible Veterans in Dallas County. Reviews and monitors staff productivity and adjusts as necessary to ensure maximum client outreach for the requested Veteran assistance. Interviews, counsels, and assists in obtaining benefits for eligible Veterans, military personnel, and their dependents. Provides information regarding programs and services to Community Veterans and to Community organizations. Assists the Veteran Service Officer/Director with formulating and administering the Department's budget, workload statistics, policies and procedures and with overseeing the overall operations of the Department.
1. Supervises Assistant Veteran Service Officers conducting claims management. Ensure all claim submittals and correspondence comply with the regulatory guidance of the United States Department of Veterans Affairs (VA) and the Texas Veterans Commission. Conducts quality assurance, compliance, and monitoring functions to remain consistent with client goals, program/grant policies and procedures, and VA accreditation standards. Provides performance input on quality and efficiency of claims management and related activities.

2. Coordinates case management activities for staff and assists the Director with developing and managing the department's goals, objectives, and the preparation and administration of the department’s budget.

3. Manages daily operations of, time and attendance, disciplinary actions, trains, and hires staff; Monitors and evaluates the duties of Assistant Veterans Service Officers regarding claim submittals. Ensures training is timely and compliant with federal regulations in accordance with new updates and changes from the US Department of VA. Reviews and monitors staff productivity to ensure maximum client outreach for the requested Veteran assistance.

4. Prepares and consolidates statistical data from staff used to analyze and identify trends to recommend optical services. Creates, modifies, and enforces policies and procedures for service delivery and personnel management subject to approval by the Director.

5. Oversees the administration and operation of the VetPro Case Management System, including software updates and the security and integrity of the system. Oversees the operational use of the US Department of VA’s Veterans Benefits Management System (VBMS) for complaints. Manages the maintenance of content on the Veteran Service Office’s website and social media outlets.

6. Conducts legal and medical research in support of Veterans' claims when denied or disputed. Screens, reviews and analyzes case-related material. Prepares legal briefs and documentation, coordinates witnesses, presents arguments, responds to inquiries and drafts correspondences.

7. Monitors, approves, and provides reports to the Director on budget expenditures and periodically reports on the remaining available fund balances.

8. Conducts outreach and informational sessions related to available Veteran benefits. Prepares and presents recommendations for Veteran programs for state and federal agencies.

9. Verifies Veteran status and military service time for Texas County & District Retirement System (TCDRS) forms for Dallas County retirees.

10. Function as the acting director in their absence.

11. Performs other duties as assigned.

Education, Experience and Training
Education and experience equivalent to a Bachelor’s degree from an accredited college or university in Business, Public Administration, Behavioral Science, or in a job-related field of study. Three (3) years of work-related experience, with one (1) year of supervisory experience.

Special Requirements/Knowledge, Skills & Abilities
Skilled in the use of standard software applications. Ability to effectively communicate, both orally and in writing, and establish and maintain effective working relationships with employees, departments, and the general public. Knowledgeable of 38CFR and other federal regulations and applies case law preferred. Ability to understand and interpret medical records, research medical conditions, and be familiar with medical diagnostic codes. Must possess a valid Texas Driver’s License, with a good driving record and reliable transportation. Must be State Certified and possess US Department of VA Accreditation as a County Veterans Service Officer. Must maintain the annual State Certification and annual US Department of VA Accreditation as a condition of continued employment with the Department.

Physical/Environmental Requirements:
Standard office environment. May be required to travel to off-site locations.