Posting number: DVA223740-VETWSU-07222026
Department: DVA-Department of Veterans' Affairs
Job classification: VETERANS ASSISTANCE SUPERVISOR
Posting type: Promotional
Categories: Veteran Services
Summary“Relentlessly advocate for Louisiana veterans and their families to ensure they receive superior customer service and support by connecting them to the benefits they have 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 POSESS 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.
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. QualificationsThe official job specifications for this role, as defined by the State Civil Service, can be found here. Supplemental information
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
How To Apply:
No Civil Service test score is required in order to be considered for this vacancy.To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.
Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.
Contact Information:
For further information about this vacancy, contact:Torin McClanahan
Human Resources Specialist
Torin.McClanahan4@la.gov
Louisiana is a State As a Model Employer (SAME) that supports the recruitment, hiring, and retention of individuals with disabilities.