Mar
15

Green Beret Foundation Seeks Veterans Service Officer Lead

Careers, News

Friday March 15, 2024

JOB TITLE: Veterans Service Officer Team Lead

JOB TYPE:  Full-time, Exempt

INDUSTRY: Military non-profit organization (IRS Code 501c3)

LOCATION: Hybrid Position* / 30% Travel Required

* This Position is Required to Be Within Commutable Distance of U.S. Garrison Fort Liberty

JOB SUMMARY

The professional Veterans Service Officer Team Lead (VSO Lead) will serve as a subject matter expert to the VSO team, carry a caseload, and have the skills, knowledge and ability to explain Department of Veterans Affairs (VA), state, and county benefit programs, review service medical records, assist in the preparation of claims documents and manage the claims through the adjudication process. Additionally, the VSO Lead will assist with the appellate process should the veteran be denied benefits to which he or she is entitled. Due to the unique nature of the position, exceptional aptitude and interpersonal communication skills, coupled with specialized training, are required to successfully perform in these positions. This position reports to the Director of Mission and Program Delivery (Director).

Experience with the Veterans Administration and/or VSO job experience with a lead role strongly preferred.  Due to the unique nature of the position, exceptional aptitude and interpersonal communication skills, coupled with specialized training, are required to successfully perform in this position.

ESSENTIAL DUTIES & RESPONSIBILITIES

Team Lead Responsibilities:

  • Collaborate with the Director of Mission and Program Delivery on vision and goal development, tactics and metrics for the VSO Team and individual VSOs.
  • Serve as a VSO subject matter expert to the team and organization, assisting with complex cases and issues.
  • Provide input into the job performance of VSOs, working with the Director to support their professional development and training.
  • Support workflow refinement, development of policies and procedures, and training of VSO staff.
  • Creates and oversees a system for collecting data and monitoring progress towards goals and objectives.
  • Develop / assist with development of policies, procedures, and strategies to enhance the efficiency and effectiveness of the department.
  • Serves as a liaison and representative of GBF at state, regional, and national organizations, boards, councils, and committees including NACVSO.
  • Remains knowledgeable about proposed and enacted federal legislation which affects veterans’ and military family benefits and entitlements by maintaining membership in professional organizations and participating in national and regional conferences.
  • Represents GBF at SFG Org Day and other relevant SFG and partner events.
  • Administer organizational and staff NACVSO credentialing process.

VSO Claims Assistance & Appeals:

  • Advises and assists veterans and their families with all aspects of the VA, state, and local claims process including appeal procedures. The incumbent must also assist in accessing the VA medical system.
  • Reviews military medical records to identify compensable disabilities.
  • Advises clients on the compensation process and determines the best course of action based on medical records and client wishes.
  • Initiates disability claim filing procedure by completing appropriate forms.
  • Initiates appellate action on improperly evaluated claims.
  • Case manages each claim advising each client of claims status until the claim is properly complete with all legal entitlements awarded.

Information & Guidance:

  • Provides advice to, and if requested, representation for service members undergoing medical evaluation boards.
  • Advises veterans and their families on state and local benefits and assistance.
  • Assists Gold Star & Surviving Families with death benefits.
  • Assists veterans with VA medical treatment issues.
  • Assists veterans with direction to VHA liaison or medical providers for nexus letters as it applies to claims as appropriate and within the legal and ethical scope of their duties.

Advocacy and Support:

  • Serves as the GBF representative to the Command Group of the supported Active Duty and National Guard SF units in the region.
  • Serves as the conduit for information to and from the GBF to the SF Group COC and Special Forces Association (SFA) Chapter leadership.
  • Serves as the GBF’s liaison to the veterans service organizations in the region.
  • Appears regularly before SFA Chapters to brief members on current information pertaining to veterans’ benefits.
  • Speaks to other community organizations at their request.
  • Collaborates with the Director of Strategic Communications on marketing and communications of VSO seminars.
  • Provides information to county media about GBF programs and services.
  • Collect data related to the integrations of soldiers and families into the Next Ridgeline 2.0 Program by probing for information.
  • Take on cases from all regions and communicate with the Change Management Agent and Regional Office.

KNOWLEDGE, SKILLS, & ABILITIES

  • Experience navigating VA pipline and processes.
  • Ability to work flexible hours (occasional evening hours).
  • Demonstrated understanding of GBF programs and services offered to the U.S. Army Special Forces Regiment and its families.
  • Demonstrated proficiency using appropriate etiquette when responding to email and phone.
  • Strong written and verbal communication skills. Demonstrated ability to utilize effective verbal probing techniques to obtain information.
  • Skilled in Critical Thinking, judgment and decision-making.
  • Strong interpersonal skills. Ability to interact effectively with diverse individuals and build effective working relationships. Demonstrated emotional intelligence. Ability to respond to sensitive matters with diplomacy and empathy.
  • Demonstrated understanding of military culture and veteran issues, the emotional impact of combat, and the challenges faced by the military and veteran communities.
  • Strong computer skills. Demonstrated proficiency using Microsoft Office and GSuite.
  • Accurate data entry and typing proficiency and skills. Demonstrated ability to timely and accurately maintain data in SalesForce/CRM system.
  • Good organizational and time management skills. Demonstrated ability to prioritize work effectively. Effectively complete assignments and meet deadlines.
  • Unequivocal commitment to the highest standards of personal and business ethics and conduct.
  • Mission-driven, guided by core values, and professional.

QUALIFICATIONS

Requirements

  • Ability to maintain confidential information, manage and distribute new procedures and protocols to the VSO Team in a timely manner.
  • 3+ years’ experience working in close contact with the public, such as hospitality, higher education or healthcare.
  • Proficient in Google Suite/Microsoft Teams, and Microsoft Office, e.g., Word, Excel, PowerPoint.
  • Self-starter able to work autonomously and in a hybrid, team environment.
  • Must demonstrate a commitment to protecting family and other client confidentiality.
  • Must successfully pass a criminal background check.
  • Excellent attention to detail.

Preferences

  • Experience with the Veterans Administration and/or VSO job experience with similar roles and responsibilities strongly preferred.
  • Two years of administrative experience with a non-profit organization or veteran service organization with related experience in a lead or senior position. This may be offset with prior military experience and or leadership positions held in the United States Military.
  • Two years of experience using a customer relationship management system, e.g., Salesforce.
  • Knowledge of HIPAA and other laws pertinent to case management.
  • Bilingual is preferred.

EDUCATION

Requirements

  • Bachelor’s degree with three (3) years’ related experience.
  • Must attend and pass NACVSO initial Service Officer accreditation exam within a minimum timeframe and successful yearly continuing education requirements (CEUs).
  • Possession of a valid driver’s license.

PHYSICAL REQUIREMENTS

  • View a computer terminal, handwritten notes, and forms with or without correction.
  • Hear and listen at normal speaking levels, with or without correction, and to receive detailed information through oral communication.
  • Stand or sit, periodically for sustained periods of time.
  • Move from one work area to another, often up or down stairs, to accomplish tasks.

WORKING HOURS

  • The Veterans Services Officer works a 40-hour week, generally during business hours (Central Standard Time). Some evening and weekend hours might be occasionally needed.
  • This position is expected to have travel requirements of approximately 30%.

Green Beret Foundation is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Green Beret Foundation participates in the E-Verify program in certain locations as required by law. Green Beret Foundation is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Green Beret Foundation is a drug-free workplace.

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