Veterans Assistance Supervisor (WSU)

Nunez Community College; Louisiana; Remote; USD 30,000 - 42,000; Full time

Job summary

Louisiana Department of Veterans Affairs (LDVA) seeks a Veterans Assistance Supervisor – Virtual to lead the Veterans Assistance Specialists - Virtual and oversee all online casework operations across the LDVA. The role ensures accurate counseling and timely benefits processing in alignment with state and federal guidelines.

The ideal candidate has extensive experience in veterans services, benefits, and supervision, with a focus on quality assurance and staff development.

Qualifications

• Ability to supervise and develop teams
• Strong communication and training skills
• Ethics, integrity, and accountability in leadership
• Expertise in veterans benefits and administrative processes
• Professional conduct and adherence to policies and procedures
• Experience with performance management and coaching

Responsibilities

• Supervise Veterans Assistance Specialists - Virtual and oversee all virtual casework operations.
• Ensure compliance with LDVA policies and standard operating procedures.
• Provide technical guidance and coaching to staff on case processing and eligibility.
• Conduct final quality assurance reviews of case submissions and determine dispositions.
• Act as liaison between Benefits Office and Workload Support Unit and coordinate with LDVA leadership.
• Track productivity, workload metrics, and maintain supervisory records.

Job description

“Relentlessly advocate for Louisiana veterans and their families to ensure they receive superior customer service and support by connecting them to the benefits they’ve earned in service to our country, while meeting the economic, educational and employment needs of transitioning service members looking to make Louisiana their home.”

At the Louisiana Department of Veterans Affairs (LDVA), our mission is to honor and serve Louisiana’s veterans and their families. We do this by connecting them to the benefits they’ve earned, providing dedicated support, and enhancing their quality of life through compassionate service across the state.

We’re looking for a Veterans Assistance Supervisor to join our team. The Veterans Assistance Supervisor - Virtual is responsible for supervising the Veterans Assistance Specialists - Virtual and overseeing all virtual casework operations within the Louisiana Department of Veterans Affairs (LDVA). The incumbent ensures compliance with LDVA policies, manages workflow, provides technical guidance, and supports the delivery of accurate and timely veterans benefits counseling. This position serves as the primary supervisory authority for virtual case processing and acts as liaison between the Benefits Office (BO) and the Workload Support Unit (WSU).

This position will be filled by a current, permanent LDVA employee.

AN IDEAL CANDIDATE SHOULD POSSESS THE FOLLOWING COMPETENCIES:

• Building and Supporting Teams:The ability to combine one's actions and efforts with others to work toward achieving a common goal.
• Communicating Effectively:The ability to convey information, ideas, and emotions using structured communication methods that promote understanding and engagement.
• Training Others:The ability to design and deliver training experiences that build knowledge, develop skills, and improve performance.
• Acting with Ethics and Integrity:The ability to make choices that reflect ethical standards, integrity and honesty, regardless of circumstances or personal benefit.
• Demonstrating Accountability:The ability to take ownership of actions, behaviors, performance, decisions, and outcomes.
• Displaying Expertise:The ability to demonstrate specialized knowledge, skills, and experience to apply subject‑matter expertise in diverse and evolving contexts.
• Displaying Professionalism:The ability to uphold workplace standards through consistent conduct, responsible communication, and consideration for others.
• Following Policies and Procedures:The ability to follow, reinforce, adapt, or develop policies and procedures to maintain compliance with federal and state legal requirements, State Civil Service rules, and organizational policies.
• Managing Performance:The ability to plan, monitor, and document employee performance throughout the year.

This job requires the incumbent to be an honorably discharged veteran of the United States Armed Forces who served on an active, full‑time basis and meet one of the following qualification requirements:

• Six years of experience in veterans service work, public benefits claims examining, social services or human resources; OR
• Six years of full‑time experience in any field plus three years of experience in veterans service work, public benefits claims examining, social services or human resources; OR
• A bachelor's degree plus three years of experience in veterans service work, public benefits claims examining, social services or human resources; OR
• A master’s degree plus two years of experience in veterans service work, public benefits claims examining, social services or human resources.

EXPERIENCE SUBSTITUTION:

• Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full‑time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties

As a Veterans Assistance Supervisor (WSU), you'll help create a positive experience for every person who walks through our doors. In this role, you will:

• Reviews Benefits Office (BO) case submissions for completeness, accuracy, and eligibility. Ensures all required tracking fields are completed and that case classifications are appropriate for WSU processing. Assigns cases to Veterans Assistance Specialists based on workload, availability, and case complexity.
• Remains current on federal and state veterans' benefits laws, U.S. Department of Veterans Affairs regulations, and LDVA policies and procedures. Performs other duties as assigned.
• Reviews case notes, supporting documentation, and case actions for accuracy, completeness, and compliance. Provides technical guidance, clarification of procedures, and performance coaching to staff. Ensures adherence to LDVA policies, procedures, service standards, and operational expectations.
• Conducts final quality assurance reviews of completed and unsuccessful case submissions. Determines and documents final case disposition and returns cases to the Benefits Office as appropriate.
• Serves as the primary liaison between the Benefits Office and the WSU team. Communicates procedural updates, workflow directives, operational priorities, and performance expectations to staff. Coordinates activities with LDVA leadership, supervisors, and support personnel to ensure effective service delivery.
• Tracks productivity, workload metrics, and case outcomes for reporting, analysis, and program evaluation. Maintains supervisory records and files and participates in required meetings, trainings, and briefings.

Position-Specific Details

Appointment Type: Promotional

Career Progression: This position does not participate in CPG.

Work Schedule: Work hours are 8:00 AM to 4:30 PM, Monday - Friday.

Compensation: The starting pay for this position is $26.05/hr. (Special Entrance Rate); $2.00 work incentive pay (premium pay) upon completion of TRIPS Certification

Contact Information

For further information about this vacancy, contact:

Torin McClanahan
Human Resources Specialist
[e-mail]

Louisiana is a State As a Model Employer (SAME) that supports the recruitment, hiring, and retention of individuals with disabilities.