Veterans Assistance Supervisor (WSU)

State of Louisiana•Statewide, LA

1d•Remote

About The Position

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.

Requirements

Incumbent must be an honorably discharged veteran of the United States Armed Forces who served on an active, full-time basis.
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.
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.

Responsibilities

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.