Veterans Service Officer II

Buncombe County Veterans Services is responsible for identifying securing and connecting veterans and their families with a wide range of resources for which they may be eligible. Work involves developing and maintaining relationships with service providers and engendering their support; maintaining contacts with new and existing veterans resources; coordinating sequential services between service providers for veterans with multiple needs; and developing methods for promoting available programs benefits and resources. Work also includes performing state and federal benefits counseling to veterans and their families and providing support throughout all stages of the application process; providing guidance and information to state veterans affairs offices including the evaluation of claims initiated by county offices prior to submission to the U.S. Department of Veterans Affairs (USDVA) for adjudication.

Purpose of the position: The purpose of this position is to assist Buncombe County Veterans in determining eligibility for North Carolina Department of Veterans Affairs (NCDVA) specific benefits and services.

Minimum Education Training and/or Experience (required at time of hire): Graduation from a four-year college or university and two (2) years of experience as a Veterans Service Officer or in relevant veterans service work; or four (4) years of active-duty service and two (2) years of experience in relevant veteran services work or an equivalent combination of education and experience.

Additional Training and Experience: Honorably discharged veterans preferred.

License or Certification Required by Statute or Regulation: Maintain North Carolina Department of Veterans Affairs Veterans Service Officer accreditation or its Veterans Service Technician certification equivalent.

Essential Functions of the position:

• Complete initial Veterans Services intake interviews to determine eligibility of program services.
• Process applications for eligible services and refer clients to other VA Community services.
• Manage cases by regular communication with the client to monitor and report any changes in the clients situation that would affect program eligibility and compliance.
• Process applications for NC Department of Veterans Affairs benefits and services including serving as lead for State specific benefits.
• Complete initial Veterans Services intake interviews process applications for eligible services and manage cases to monitor and report any changes.
• Maintain case management system to track update and monitor status of claims to facilitate office workflow and organize so supervisors co-workers and other agency personnel may retrieve cases needed for review.
• Provide administrative and clerical support to the Veterans Services Program Administrator and staff.
• Provide direct customer service to veteran community by providing referrals to appropriate services and resources.
• Performs other related duties as assigned.

Knowledge Skills Abilities:

• Thorough knowledge and understanding of current veterans laws eligibility criteria regulations policy and guidelines as well as agency policy regulations and procedures.
• Ability to interpret and apply the various laws regulations and directives relating to veterans benefits and to explain these in simple terms to others.
• Ability to elicit information and explain complex programs and policies in easily understandable terms to individuals of varied educational social and economic backgrounds.
• Ability to communicate in a tactful and courteous manner to establish a rapport with clients and their dependents exercise sound judgment and effectively de-escalate individuals.
• General knowledge of all agency and community programs and services which could affect the client/applicant.
• Ability to identify areas in which the client experience could be improved upon and make the appropriate recommendations for improvement.
• Ability to analyze and comprehend a variety of technical and administrative regulations records reports and complex data.
• Ability to effectively multitask in a busy environment prioritize responsibilities implement changes organize and adjust workflow strategies to ensure timely customer service.

In order to uphold internal pay parity and equity salaries are non-negotiable for new and current Buncombe County employees. All new employees are paid according to their years of relevant education and experience above minimum requirements for the position and employees have the opportunity to obtain pay increases via cost of living increases and promotions.

Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture one that fully engages all of our employees honoring and building on each employees unique experiences opinions and perspective.

It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race natural hair or hairstyles ethnicity creed color sex sexual orientation gender identity or expression national origin or ancestry marital or familial status pregnancy veteran status religious belief or non-belief age or disability or any other legally protected class under federal or NC State law. EEO practices and employment decisions regarding recruitment hiring assignment promotion and compensation shall not be based on any of these protected classes. In addition the County expressly prohibits any form of workplace harassment or discrimination.