Job Description

The mission of the Executive Office of Veterans Services (EOVS) is to act as the chief advocate for the nearly 380,000 Commonwealth veterans and their families. EOVS establishes policies, proposes legislation, ensures that adequate funding for veterans programs is included in the Commonwealth's annual budget, and represents the interests of veterans in matters before the General Court.

The Executive Office of Veterans Services continually seeks to increase opportunities for economic self-sufficiency and employment for our veterans, and to improve EOVS customer service, and program integrity. The Director of Benefits is integral in each of those initiatives.

The Director of Benefits provides management, support and direction for the C. 115 benefit programs. The programs overseen are C.115 community reimbursement, Annuity Benefit Payment and overseeing the two Federal VA Contact Operations. This position will advise the various managers within EOVS and other senior staff on areas concerning the benefit delivery process, best practices for benefit processing, finding and correcting any issue concerning the delivery of benefits to the veterans and their eligible dependents

• Provides management, support and direction for the C. 115 benefit programs
• Ensure that priorities, objectives, strategies and standards are established, and that communication and action plans are developed and effectively and efficiently implemented.
• Interface with the VSOs in the community to ensure claims are processed timely and correctly.
• Establishing priority processes, goals and strategies.
• Monitoring throughput of the benefit process to determine appropriate staffing levels.
• Accurately processing and reporting case review findings to federal oversight agencies.
• Managing and sustaining multiple and complex relationships and ensuring that lines of communication are open.
• Developing strategic analysis plans.
• Setting goals and objectives and leading and directing activities within functional and influence structure.
• Anticipating and analyzing different situations and taking appropriate action.
• Managing a multitude of complex initiatives simultaneously, including daily prioritizing of various projects.
• Conducting ongoing analysis of data and policy issues and ensuring that tasks are brought to final completion.
• Working under significant time pressures to meet unanticipated demands.
• Being thoroughly familiar with regulations, policies, systems and programs affecting clients in order to make informed decisions.
• Developing effective teams that share information and work collaboratively to solve problems and make decisions.
• Providing accurate and complete information as EOVS representative in meetings with agency managers, inter[1]agency personnel and external group members.
• Develop and implement work plans for special projects.
• All other duties as assigned.

• Knowledge of the needs of individual veterans and families.
• Knowledge of Federal and State laws and regulations governing the functions of the agency.
• Knowledge of M.G.L. C. 115 Statute, 108 CMR, 38CFR and M-21-1MR.
• Knowledge of veteran's priorities and programs.
• Knowledge of analysis, program integrity measurement and determination, evaluation and statistical methodologies.
• Knowledge of cross-functional team models for policy formulation, program delivery and strategic planning.
• Knowledge of federal and state statute mandates executive orders and court decrees affecting Department programs and services.
• Knowledge of regulatory promulgation policies and procedures.
• Knowledge of fraud and error rate reduction programs and techniques.
• Knowledge of fraud detection programs and techniques.
• Knowledge of fraud investigating and reporting in other agencies.
• Knowledge of policy and program management processes and strategies.
• Knowledge of Department vision, goals and priorities.
• Knowledge of strategic development and community relations processes and priorities.
• Knowledge of change and business process management theory and practice.
• Knowledge of and experience in program analysis, research and evaluation.
• Knowledge of current philosophy and practice of delivery of high quality services to clients.
• Knowledge of organizational development techniques, principles and methods.
• Knowledge of training and development principles and practices.
• Knowledge of program improvement, innovation and integration strategies.
• Knowledge of management principles and practices, including the management of staff and professional development.
• Knowledge of legislative and communication policies and processes.
• Knowledge of employment and training program services.
• Knowledge of Quality Improvement (QI) policies and practices.
• Knowledge of strategic and operational planning processes.
• Knowledge of project management theory and practice.
• Knowledge and understanding of budgetary principles and practices.
• Ability to identify and implement strategies to decrease fraud, increase efficiency and cost savings, and reduce error rates.
• Ability to analyze and determine the applicability of data and draw meaningful conclusions.
• Skilled in problem solving, consensus building, conflict resolution and team building.
• Ability to develop responses to program and operations issues identified by the EOVS management team.
• Ability to design and manage process for coordinating the prioritization of projects.
• Ability to work independently and collaboratively.
• Ability to adjust to varying and changing situations to meet required objectives.
• Ability to develop proactive and innovative strategies in response to mandates.
• Ability to provide team leadership and to facilitate a support team building activities.
• Ability to track the progress of each project and identify project improvement opportunities and strategies.
• Ability to provide consultation and assistance to senior agency managers in setting project priorities.
• Ability to design and implement project tracking system.
• Ability to understand, apply and explain pertinent laws.
• Ability to facilitate, support and monitor accomplishment of Department strategic and operational plans.
• Ability to design and implement planning, policy and analysis processes.
• Ability to analyze federal and state legislation.
• Ability to interpret federal and state statutes, executive orders and court orders.
• Ability to communicate agency vision, mission and service policy positions.
• Ability to interpret policies and procedures in written and verbal responses to requests for information.
• Ability to conceptualize the policy, program and service delivery needs of the agency and identify policy and program choices and options creatively.
• Ability to promote and support program improvement, innovation and integration efforts. Ability to maintain liaison with various stakeholders.
• Ability to work with senior state agency managers and other interested parties.
• Ability to manage a number of projects simultaneously to successful completion.
• Ability to establish and maintain effective working relationships.
• Ability to present facts and recommendations effectively in oral and written form.
• Ability to mediate conflicts, coordinate competing interests and work under time constraints.
• Knowledge / Skill in the use of MS office Suite.
• Knowledge / Skill interfacing to various legacy databases.
• Knowledge / Skill in various programming languages including SQL and VB.