VETERANS SPECIALIST

Overview

FLSA: Non-Exempt The Veterans Benefits Specialist serves as a subject matter expert responsible for administering, coordinating, and advising on federal, state, and local veterans’ benefits programs.  As a Veterans Benefits Specialist, this role provides comprehensive case management on benefits counseling and claims support to veterans and their dependents. The position ensures accurate application of federal and state regulations, advocates on behalf of clients, and promotes access to earned benefits while maintaining compliance with applicable federal and state laws, policies, and procedures. 

Essential Leadership Functions 

Act with Integrity and Build Trust 

• Demonstrate mutual respect, humility, and honesty in all interactions 

• Speak up appropriately, even when expressing unpopular viewpoints 

• Actively listen and remain open-minded to diverse perspectives 

Drive for Results 

• Independently manages projects and caseload while proactively identifying and leading improvement initiatives and future strategic direction

• Set clear goals and objectives to motivate self and others to achieve outcomes 

• Seek new opportunities to improve processes and drive sustainable results 

• Hold self and others accountable through consistent evaluation and monitoring 

Develop Talent and Effective Teams 

• Foster a collaborative environment that encourages knowledge sharing and growth 

• Provide mentorship and support to help self and others reach full potential 

• Recognize and leverage diverse strengths within self and team 

Lead with Vision and Strategy 

• Understand and communicate a compelling vision that aligns with organizational goals 

• Develop and execute comprehensive strategies to achieve long-term objectives 

• Connect daily work to the bigger picture, inspiring self and others to contribute meaningfully 

Lead with Paradoxical, Critical, and Agile Thinking 

• Navigate complex situations by considering multiple perspectives 

• Adapt quickly to changes and uncertainties in the work environment 

• Make critical decisions using analytical skills, experience, and input from others 

Build and Maintain Effective Relationships 

• Communicate and collaborate effectively with stakeholders across the organization, community, and government organizations 
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• Influence others through coaching, consulting, and team-minded thinking 

• Must be willing to work with a diverse group of clients (economically, socially, mentally, and physically) and have the temperament to communicate with a variety of personalities in a tactful, pleasant and professional manner

• Develop and sustain partnerships that create positive outcomes for all stakeholders 

Cultivate Community Engagement and Provide Excellent Service 

• Understand and address the needs and concerns of the community 

• Incorporate community perspectives into decision-making processes 

• Drive initiatives that create positive impacts beyond the organization 

Demonstrate Emotional Intelligence 

• Show self-awareness and manage emotions effectively in challenging situations 

• Seek and respond constructively to feedback, even in the face of setbacks 

• Balance empathy with accountability when leading self and working with others 

Essential Job Functions

Interprets and applies federal regulations (e.g., 38-CFR), VA policies (M21-1), and Wisconsin Statutes and guidelines (Chapter 45) regarding veterans' benefits.

Functions as an advocate and advisor to ensure timely and accurate adjudication of claims regarding veterans' benefits, as to how it affects a variety of issues and problems including, but not limited to: financial assistance, medical needs, alcohol and other drug abuse, homelessness, unemployment, relocation, vocational adjustment, mental illness, physical disabilities, and marital status. 

Applies knowledge of internal and external resources, organizations, and programs while actively learning and collaborating with community partners.

Investigates eligibility and develops individualized benefits strategies based on each veteran’s service history, medical conditions, and financial situation for veterans and dependents with various benefits to include, but not limited to, compensation, pensions, insurance, education, healthcare, grants, loans, survivor benefits and burial benefits.

Conducts intake interviews and assess eligibility for various federal, state, and local benefit programs. Administers and manages veterans’ benefits claims, including compensation, pension, education, healthcare, and ancillary benefits. Develops, reviews and submits VA claims (e.g., VA Form 21-526EZ, 20-0996, 21-4138, etc.). Guides veterans in the appeals processes, including developing Supplemental Claims, advocating for Veterans in Higher-Level Reviews, and preparing for Board of Veterans Appeals.

Must qualify for and maintain eligibility for accreditation through The Office of General Counsel of the Department of Veterans Affairs with multiple veteran's organizations such as, but not limited to, Wisconsin Department of Veterans Affairs, Veterans of Foreign Wars, The American Legion, and the National Association of County Veterans Service Officers. Accreditation includes annual training, which will require overnight travel, and may also include passing of background checks conducted by the various organizations.

Analyzes and determines appropriate filing of claims, through detailed review of medical records, service records, supporting documentation along with historical facts using multiple avenues such as verbal history, books, computer, etc. 

Provides direction and guidance to other workers in the office concerning regulations, policies, and procedures under which the department functions.

Exhibits strong multitasking abilities, with the capacity to manage several responsibilities and shifting priorities simultaneously. 

Demonstrates exceptional accuracy in handling and organizing information, ensuring data integrity across all systems and workflows.

Consistently documents all interactions with clear, thorough detail to support effective communication, follow up, and compliance. Maintains the Veterans Service Office database to ensure all information remains current and ensures accurate data submission to State and Federal systems.

Maintains accurate, confidential case records in full compliance with regulatory standards, including HIPAA requirements for safeguarding medical information.

Answers telephone and interviews callers to determine need; maintains department calendar and provides callers and public with general and specific information regarding the work of the department.

Provides administrative support to County committees, typing and mailing notices, agendas, minutes, and preparing vouchers for approval and keeping files. May attend meetings and keep minutes in the absence of the Department Head.

Assists in preparation of budget and annual reports.

Generates vouchers for approval and reports regarding the purchase and issuance of supplies and equipment necessary for the operation of the department and the maintenance of a perpetual inventory record.

Participates in the preparation for hiring of department staff. This includes but is not limited to participating in interviews and making recommendations for hiring.

Assists veterans applying for correction of military records, upgrading character of separation from service, or requesting character of service determination from the Dept of Veteran Affairs. 

Creates and maintains positive, collaborative relationships with peers, VA representatives, federal and public healthcare providers, community organizations, and other stakeholders.

Maintains good public relations and outreach with veterans' service organizations and the public by attending and speaking at outreach events in the community.

In this public service position, employee is required to be courteous, cooperative and respectful always, with the public and clients. Also establishes and maintains a courteous, cooperative and respectful working relationship with other employees, supervisors and public officials.

Physical demands: Large percentage of time is spent sitting at desk with clients in-person, using oral and written communication, judgment, hearing, near vision, fingering of keyboarding and calculators, and reading. Handles papers and manuals, files, copy paper and other office materials. Sits, stands, bends, and reaches intermittently throughout the day. Occasionally moves about the office building and travels to other offices or sites. Moderate caseload with deadlines tied to claims submissions and appeals. 

Related Job Functions
The normal work schedule is Monday through Friday performed under the general supervision of the Director, Veterans Services.

Must be willing and available to travel and attend overnight conferences, events, and training.

May attend outreach events or community meetings as needed and may occasionally work outside normal hours, including evenings or weekends.

This job description is not intended to encompass every job duty or responsibility but is only illustrative. This position is required to perform other duties as may be assigned or required.

Knowledge, Skills and Abilities

Considerable knowledge of the functions, procedures, organization and laws and regulations governing the administration of the agency, or department.

Demonstrates extensive knowledge of the agency’s functions, procedures, organizational structure, and the laws and regulations governing its administration.

Excellent verbal and written communication and client service skills. Ability to relate positively to military service veterans.

Strong analytical skills with the ability to interpret laws, regulations, and policies.

Considerable knowledge of up-to-date office practices, procedures and equipment.

Knowledge of the fundamental practices of public administration and personnel practices and procedures.

Ability to carry out special and general assignments requiring organization of material and development of procedures, with a minimum of supervision.

Ability to exercise judgment and discretion in the application and interpretation of departmental policies and regulations.

Ability to initiate and install administrative procedures and to evaluate their effectiveness.

Ability to establish and maintain effective relationships with the general public, County Officials and employees.

Ability to relate positively to military service veterans.

Ability to make fast and accurate financial computations.

Ability to read and interpret complex state and federal regulations, and other written material.

Training, Experience and Other Requirements

Associate Degree in Business Administration, Accounting, Finance, Administrative Assistant, Office Computer Specialist or other closely related field.

Five years of office experience.

High level of interpersonal skills, organizational skills, and clerical abilities.

Proficiency in MS Word, MS Excel, and MS Outlook Calendar.

Experience with programs for veteran benefits is a plus.

May consider other equivalent combination of training and experience.

Equal Opportunity Employer
We’re proud to be an Equal Opportunity Employer committed to building a workforce that reflects the community we serve.

Need an Accommodation?
If you require a disability-related accommodation at any stage of the hiring process, reach out to Human Resources at jobs@lacrossecounty.org — we're here to help.

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