Veteran Resource Coordinator

State of Indiana; Indianapolis (IN); On-site; USD 43,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Pension plans

Education reimbursement

Paid holidays

Job summary

State of Indiana's Indiana Department of Veterans' Affairs (IDVA) is seeking a Veteran Resource Coordinator at our Indianapolis HQ. You will greet veterans, manage walk-ins, answer phones, and triage needs while guiding them through IDVA benefits and programs.

This salaried exempt role requires strong customer service, knowledge of IDVA benefits, and the ability to work 8:00 AM–4:00 PM with flex time. You will handle CMS and Salesforce lookups and document interactions.

Qualifications

• Experience in administrative and customer service duties.
• Strong knowledge of IDVA programs and benefits.
• Proficiency with secure systems including CMS and Salesforce.
• Excellent customer service, communication, and interpersonal skills.

Responsibilities

• Serve as the primary point of contact for walk-in veterans, families, and visitors at IDVA headquarters.
• Greet visitors, answer phones, respond to inquiries, schedule appointments, and direct individuals.
• Provide accurate information on IDVA programs and benefits and triage constituent needs.
• Process applications for select state veteran benefits and verify eligibility.
• Maintain confidential records and ensure privacy compliance.
• Manage general administrative tasks and support office coverage 8:00–4:00.

Job description

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Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Department of Veterans' Affairs (IDVA):

The Indiana Department of Veterans' Affairs (IDVA) is committed to Support, Serve, and Advocate for the Indiana Veteran Community — including veterans, their families, caregivers, and Indiana National Guard members. Guided by our vision to Serve More, Serve Better, Serve Together, IDVA works tirelessly to expand access to services, continuously improve program quality and outcomes, and build strong collaborative partnerships that deliver comprehensive support to those who have served.

Role Overview:

The Veteran Resource Coordinator serves as the welcoming first point of contact and key administrative support at IDVA headquarters, delivering exceptional, knowledgeable customer service to veterans, families, and stakeholders while performing specialized tasks in support of IDVA’s mission to Support, Serve, and Advocate for the Indiana Veteran Community. This role combines high-level administrative and constituent support duties with direct assistance in state veteran benefits and comprehensive knowledge of all IDVA programs to ensure efficient, accurate, and veteran-centered assistance.

The position manages walk-in traffic, phone and email inquiries, appointment coordination, and initial needs triage, while also handling benefits verification and processing, accessing secure systems, and providing informed guidance on all IDVA initiatives. The role is primarily office-based at IDVA headquarters in Indianapolis, with a standard 37.5-hour work week. This is a salaried, exempt position; any work beyond the standard schedule is managed through flex time to maintain the required weekly total without overtime compensation. Core office hours are 8:00 AM to 4:00 PM to ensure continuous administrative coverage for walk-ins, with any deviations requiring prior approval from the Operations Director.

The salary for this position traditionally starts at $47,320.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

To perform this job successfully, an individual must be able to execute the following duties at a high level of proficiency:

• Constituent Services and Administrative Support
  • Serve as the primary point of contact for all walk-in veterans, families, stakeholders, and visitors at IDVA headquarters, providing a welcoming, compassionate, professional, and efficient first interaction.
  • Greet visitors, answer multi-line phones, respond to inquiries, schedule appointments, manage visitor logs, and direct individuals to appropriate staff, resources, or partners.
  • Provide accurate information on all IDVA programs and benefits, including Community Challenge, Grants for Veteran Services (GVS), Military Family Relief Fund (MFRF), tuition/fee remission, disabled veteran license plates, reduced-fee hunting/fishing licenses, property tax deduction, and other state/federal veteran programs.
  • Triage constituent needs, assist with initial applications/forms, gather basic documentation, and elevate complex issues to State Service Officers, Training and Services staff, or other appropriate personnel.
  • Ensure timely, veteran-centered service in all interactions, maintaining confidentiality and compliance with privacy standards.
• Benefits Processing and System Access
  • Process and support applications for select state veteran benefits, including verifying eligibility, assisting with disabled veteran license plates, tuition/fee remission, and related documentation submission.
  • Perform lookups, verifications, and status checks in the Claims Management System (CMS) for constituent inquiries.
  • Collaborate with the Military Family Relief Fund (MFRF) team by accessing Salesforce to check account status, assist with application intake, and support processing/follow-up for emergency financial assistance requests.
  • Gather and organize required documentation for benefits/applications, ensuring accuracy, completeness, and timely routing.
• Administrative Support
  • Manage general administrative tasks: mail distribution, supply ordering, basic record-keeping, filing, data entry, and preparation of reports as directed.
  • Support office coverage coordination to ensure continuous availability from 8:00 AM to 4:00 PM, including coverage during staff absences or peak times.
  • Participate in required training on IDVA programs, systems, and policies.
• Collaboration and General Responsibilities
  • Collaborate closely with the Training and Services Division, MFRF team, and other IDVA staff to align front-desk services with agency priorities and ensure seamless constituent handoffs.
  • Maintain accurate, confidential records of all interactions, benefit inquiries, system accesses, and communications in compliance with IDVA policies and privacy standards.
  • Represent IDVA professionally in all interactions, embodying a commitment to veteran-centered service, integrity, and agency values.
  • Perform other duties as assigned by the Operations Director.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

You must meet the following requirements to be considered for employment:

• Pursuant to IC 10-17-1-11, the employee must satisfy the requirements set forth in IC 10-17-1-5(a).
• Demonstrated experience in administrative and customer service duties, preferably in a government, veteran services, or customer-facing environment with benefits knowledge.
• Strong, working knowledge of IDVA programs and benefits as well as federal VA benefits overview.
• Proficiency or ability to quickly learn secure systems including Claims Management System (CMS), and Salesforce (for MFRF account checks).
• Excellent customer service, communication, and interpersonal skills for serving as the primary public-facing representative.
• Strong attention to detail, organizational skills, and ability to handle sensitive/confidential information.
• Commitment to veteran-centered service, teamwork, operational excellence, and compliance with policies.
• Broad understanding of IDVA’s mission, policies, and operations.
• Ability to work independently while coordinating with supervisors and staff.
• Ability to perform essential functions with or without reasonable accommodation.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b)account (similar to401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .