<p>Work for Indiana</p> <p>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.</p> <p>About the Indiana Department of Veterans' Affairs (IDVA):</p> <p>Since its establishment in 1945, the Indiana Department of Veterans Affairs (IDVA) has remained focused on aiding and assisting Hoosier veterans and qualified family members or survivors, who are eligible for benefits or advantages provided by Indiana and the U.S. government.</p> <p>Role Overview:</p> <p>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 processing, secure system access and lookups, and comprehensive knowledge of all IDVA programs to ensure efficient, accurate, and veteran-centered assistance.</p> <p>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, maintaining federal VA accreditation, 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.</p> <p>Salary Statement:</p> <p>The salary for this position traditionally starts at $53,222.00 but may be commensurate with education or work experience.</p> <p>Essential Duties and Responsibilities:</p> <p>To perform this job successfully, an individual must be able to execute the following duties at a high level of proficiency.</p> <ol> <li>Constituent Services and Administrative Support </li></ol> <ul> <li>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 </li><li>Greet visitors, answer multi-line phones, respond to inquiries, schedule appointments, manage visitor logs, and direct individuals to appropriate staff, resources, or partners. </li><li>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. </li><li>Triage constituent needs, assist with initial applications/forms, gather basic documentation, and escalate complex issues to State Service Officers, Training and Services staff, or other appropriate personnel. </li><li>Ensure timely, veteran-centered service in all interactions, maintaining confidentiality and compliance with privacy standards. </li></ul> <ol start="2"> <li>Benefits Processing and System Access </li></ol> <ul> <li>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. </li><li>Perform lookups, verifications, and status checks in the Claims Management System (CMS) for constituent inquiries. </li><li>Utilize the federal Veterans Benefits Management System (VBMS) as needed for benefit verification or support tasks. </li><li>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. </li><li>Gather and organize required documentation for benefits/applications, ensuring accuracy, completeness, and timely routing. </li></ul> <ol start="3"> <li>Accreditation, Compliance, and Administrative Support </li></ol> <ul> <li>Maintain current federal VA accreditation and required certifications, including PIV card access for secure systems. </li><li>Manage general administrative tasks: mail distribution, supply ordering, basic record-keeping, filing, data entry, and preparation of reports as directed. </li><li>Support office coverage coordination to ensure continuous availability from 8:00 AM to 4:00 PM, including coverage during staff absences or peak times. </li><li>Participate in required training on IDVA programs, systems, and policies. </li></ul> <ol start="4"> <li>Collaboration and General Responsibilities </li></ol> <ul> <li>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. </li><li>Maintain accurate, confidential records of all interactions, benefit inquiries, system accesses, and communications in compliance with IDVA policies and privacy standards. </li><li>Represent IDVA professionally in all interactions, embodying a commitment to veteran-centered service, integrity, and agency values. </li><li>Perform other duties as assigned by the Operations Director. </li></ul> <p>What You'll Need for Success:</p> <p>You must meet the following requirements to be considered for employment:</p> <ul> <li>Pursuant to IC 10-17-1-11, the employee must satisfy the requirements set forth in IC 10-17-1-5(a). </li><li>Demonstrated experience in administrative and customer service duties, preferably in a government, veteran services, or customer-facing environment with benefits knowledge. </li><li>Strong, working knowledge of IDVA programs and benefits as well as federal VA benefits overview. </li><li>Ability to obtain and maintain federal VA accreditation. Possession or ability to obtain a PIV card for federal system access. </li><li>Proficiency or ability to quickly learn secure systems including Claims Management System (CMS), Veterans Benefits Management System (VBMS), and Salesforce (for MFRF account checks). </li><li>Excellent customer service, communication, and interpersonal skills for serving as the primary public-facing representative. </li><li>Strong attention to detail, organizational skills, and ability to handle sensitive/confidential information. </li><li>Commitment to veteran-centered service, teamwork, operational excellence, and compliance with policies. </li><li>Broad understanding of IDVA's mission, policies, and operations. </li><li>Ability to work independently while coordinating with supervisors and staff. </li><li>Ability to perform essential functions with or without reasonable accommodation. </li></ul> <p>Supervisory Responsibilities/Direct Reports:</p> <p>This role has no direct supervisory responsibilities.</p> <p>Work Environment:</p> <ul> <li>Primarily office-based at IDVA headquarters in Indianapolis, in a professional, high-traffic administrative setting. </li><li>Requires prolonged periods of sitting/standing at reception, computer use, and public interaction. </li><li>Occasional participation in agency events or training as needed and approved. </li><li>Standard 37.5-hour work week (7.5 hours per day), with core hours 8:00 AM-4:00 PM to ensure continuous coverage for walk-ins. Any deviation requires prior approval from the Operations Director. </li><li>This is a salaried, exempt position; any additional hours are managed through flex time within the standard weekly schedule without overtime compensation. </li></ul> <p>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.</p> <p>Benefits of Employment with the State of Indiana:</p> <p>The State of Indiana offers a comprehensive benefit package for full-time employees which includes:</p> <ul> <li> <p>Three (3) medical plan options (including RX coverage) as well as vision and dental plans</p> </li><li> <p>Wellness Rewards Program: Complete wellness activities to earn gift card rewards</p> </li><li> <p>Health savings account, which includes bi-weekly state contribution</p> </li><li> <p>Deferred compensation 457(b) account (similar to 401(k) plan) with employer match</p> </li><li> <p>Two (2) fully-funded pension plan options</p> </li><li> <p>A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:</p> </li><li> <p>150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers</p> </li><li> <p>Up to 15 hours of paid community service leave</p> </li><li> <p>Combined 180 hours of paid vacation, personal, and sick leave time off</p> </li><li> <p>12 paid holidays, 14 on election years</p> </li><li> <p>Education Reimbursement Program</p> </li><li> <p>Group life insurance</p> </li><li> <p>Referral Bonus program</p> </li><li> <p>Employee assistance program that allows for covered behavioral health visits</p> </li><li> <p>Qualified employer for the Public Service Loan Forgiveness Program</p> </li><li> <p>Free Parking for most positions</p> </li><li> <p>Free LinkedIn Learning access</p> </li></ul> <p>Equal Employment Opportunity:</p> <p>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 jobs@spd.IN.gov.</p> <p>Current Employee? Click here to apply.</p>