An employee in this class will support the Veterans Service Officer to manage the flow of claimants entering the Veterans Service Office. The primary purpose of this position is to deliver assistance to veterans, their dependents, survivors, the County Veterans Service Officer, and with all other clients with a focus on customer service in meeting the needs of the County Veterans Service Office in filing claims for benefits with the US Department of Veterans Affairs (VA) and other federal, state and local government agencies. This individual works diligently to serve veterans and their family members in support of the Veterans Service Officer as well as maintain an administrative support role. Duties include providing counseling, advocacy, and benefit facilitation to claimants daily. Work is supervised by the Veterans Services Officer and is evaluated through conferences, results of work, reports, and public feedback and oversight by the NC Department of Military and Veterans Affairs (NCDMVA).Essential Duties and Tasks
Counsels and assists veterans and their dependents in filing claims for benefits with the VA and other federal, state, and local government agencies.
Responds to claimants questions and informs claimant of options when available.
Secures, or assists claimant in securing required documents, affidavits, or other evidence to support and properly develop claim for Federal, State, and local benefits.
Communicates and assists funeral homes with burial details for veterans assisting with needed documents.
Utilizes the VA Veterans Benefits Management System in reviewing claims status and claimant history prior to obtaining authorization to represent the claimant.
Coordinates with Veteran Service Officer in the referral and resolution of complex, difficult or questionable claims.
Establishes and maintains professional relationships with all Veterans Service Officers within North Carolina and assists them with resolving individual cases and issues.
Helps County Veterans Service Officer as needed.
Provides flag applications to funeral homes upon request.
Provides as needed follow-up to Veterans with open claims.
Serves as contact between the County Veterans Service Officer and State Service Office for claims inquiries and rating reviews.
Assists Veteran Service Officer with Outreach programs, seminars and presentations to local agencies to inform the public of services that are available.
Receives and sorts mail, answers incoming phone calls, performs data entry, operates office equipment and performs other related duties as required.
Establishes and maintains a variety of records and reports.
Completes required continuing education training annually to maintain accreditation.
Maintains current knowledge of changes in laws, regulations and procedures that affect veterans' benefits.
Has strong computer skills including Microsoft Word, PowerPoint, and Outlook.
Possesses excellent customer service skills as well as interpersonal skills with the demonstrated ability to deal with officials, veterans, dependents, and others fairly and effectively.
Maintains database of current county’s active veterans.
Prepares and submits requests for payments, purchase orders, and other finance related work products to the Finance Department as needed.
Additional Job Duties
Performs related duties as required.
Knowledge, Skills and Abilities
Knowledge of the State of North Carolina General Statutes as they apply to the Department of Military and Veterans Affairs, County Veterans Service Officers, training, scholarships, and confidentiality of records.
Knowledge of North Carolina Department of Military and Veterans Affairs organization, history and affiliated agencies.
Knowledge of Veterans Law, the rules, regulations and functioning of the VA. 
Ability to interpret and apply the various laws, regulations, and directives relating to veterans benefits and explain these in simple terms to others.
Knowledge of the forms and procedures used in applying for benefits.
Knowledge of the organization and functioning of Federal, State, and Local Government.
Thorough knowledge of resources available for veterans and their dependents.
General knowledge of medical terminology.
Ability to interpret, apply and explain regulations, procedures, and benefits to specific veteran’s problems.
Ability to communicate effectively in written and oral form.
Ability to effectively utilize computer software specifically associated with veterans as well as word processing.
Ability to plan and organize work to meet deadlines and governmental requirements.
Ability to establish and maintain effective working relationships with County officials, veterans and their dependents, a variety of social services agencies, and employees.
Ability to obtain the number of Continuing Education Units as required by State and Federal Agencies.
Ability to deal sympathetically and patiently, but positively and objectively, with veterans and their dependents; always maintaining respect for the Veterans service.High school diploma and two years of experience with social services, administrative services, veterans’ services or other program administration and/or coordination; or equivalent combination of education and experience. Military experience is not required for this position.Must possess a valid North Carolina driver’s license upon hire.
Must obtain initial accreditation for Benefits Delivery Network within one year of employment. 
Must complete all required US Department of Veterans Affairs training within one year of employment.