Veterans Services Manager

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Veterans Services Manager

Market Range:

MR18

Approved Date:

11/1/2024 11:58:38 AM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100724

Job Family:

Social Services

Sub Family:

Veterans

Primary Purpose

The Veterans Services Manager is housed in the Department of Housing Affordability and Community Revitalization and falls under the Division of Veterans Services. The Veterans Services Manager is responsible for directing, supervising, coordinating, and evaluating the Wake County Veterans Service Officers (VSOs), their cases, as well as supervising the front Customer Service Representative. The employee serves as the senior team leader and manager for the county's veterans benefits team and is responsible for developing and implementing policies, procedures, and practices to operate a successful veterans benefits office. The Manager reports directly to the Veterans Services Division Director and responsibilities include: monitoring, directing, and evaluating the work of the accredited county VSOs in all locations (to include county regional centers); serving as the advisor to the Division Director on VA health and benefits matters; effectively capturing VA compensation and expenditures within Wake County through Bell Data; ensuring all county veterans service officers maintain accreditation and professional development opportunities; works collaboratively with the division director, department leaders, and community stakeholders. The manager will also work with the Veterans Housing Supervisor and/or the Veterans Social Worker at the South Wilmington Street Center to coordinate VA benefits assistance for unsheltered veteran clients.

•

Direct daily operations and activities of county VSO office and staff, to include administrative compliance with county, state, and federal policies

1

40%

•

Provide direct services to clients to support connecting veterans and their families to appropriate resources and benefits

2

40%

•

Provide support and certification process guidance to Veteran Services Officers continuing education, to include properly onboarding new county VSOs

3

10%

•

Speak to community groups about VA benefits, updates to VA legislation, and how county VSOs can provide support.

4

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

Responsible for making basic improvements to processes, systems or standards to enhance performance of the Work Group or team.

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Bachelor's degree

•

Three years of experience working with military or veterans’ services

•

NC Department of Military and Veteran Affairs Certification

•

Equivalent education and experience are accepted

•

5 Years

working with military or veterans' services

•

National Association of County Veterans Service Officers

Upon Hire

•

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

•

Managing one's own time and the time of others

•

Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes

•

Strong communication and interpersonal skills to work across a broad spectrum of personality 

•

Superior customer service skills, integrity and commitment to collaboration and innovative efficiency

•

Being aware of others' reactions and understanding why they react as they do

•

Actively looking for ways to help people

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Listening

Understands and learns from what others say.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply non-routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X