Veteran Care Coordinator

Purpose of Position:

Northeast Florida is home to over 425,000 active-duty servicemembers, veterans, and their families, representing nearly 25% of all households. Their needs are diverse, and navigating available services can be challenging. Basic referrals often fall short. This role provides peer-based care coordination to help veterans access and sustain the support they need.

The Veteran Care Coordinator (VCC) is a veteran-peer and system of care navigator. The VCC works closely with veterans, military servicemembers, and their families who require comprehensive community support services, ensuring they receive the necessary assistance to overcome barriers.

Key Responsibilities and Essential Functions:

• Utilize strong customer service, interpersonal, problem-solving, and troubleshooting skills to de-escalate complex situations and ensure timely coordination of veteran care.
• Handle service requests from Veterans, their families, and community partners.
• Assess eligibility based on criteria, capacity, location, and client preferences.
• Create client care plans addressing individual needs.
• Activating safety plans, warm handoffs, or emergency protocols as needed in crisis situations.
• Administer suicide-risk screenings (Rapid Suicide Screen, C-SSRS per SSG Fox SPGP standards).
• Complete safety plans and document all risk assessments and interventions in compliance with grant requirements.
• Maintain consistent contact with veterans to ensure progress, resolve barriers, and provide trauma-informed support during crises.
• Coordinate direct referrals and warm introductions to appropriate treatment and service providers.
• Manage a high-volume, multi-county caseload with independence and strong judgment.
• Maintain accurate case records, track activities, and ensure documentation meets all compliance and audit standards.
• Prepare audit-ready data and performance reports for multiple funding streams.
• Analyze program data and case trends to identify service gaps and inform strategy adjustments.
• Work with Mission United Manager on complex cases, process improvements, and provider performance.
• Collaborate with other departments and Veteran Care Coordinators to advance organizational goals.
• Be trained to assist in fielding calls in the 211 and 988 call centers as needed, ensuring seamless coverage and support across crisis and navigation services.
• Develop and maintain relationships with social service partners and community resources.
• Coordinate care across VA, crisis services, housing, legal, mental health, and other providers.
• Engage in community outreach to raise awareness of veteran services and strengthen partnerships.
• Participate in cross-department training and process improvement initiatives to enhance program efficiency and outcomes.
• Execute additional tasks as directed by the Manager of Mission United

Experience/Qualifications:

• Bachelor’s degree required.
• Master’s Degree Preferred.
• U.S. military Veteran. Discharge Condition Other Than Dishonorable.
• Knowledge of Veterans Administration (VA) programs, Veteran and community social services highly desirable.
• Experience working with the Veteran population.
• Required to achieve certification as a Florida Veterans Support Line (FVSL) Recovery Peer Specialist within 18 months of hire date.
• Expertise in providing quality customer service.
• Experience with Microsoft Office Suite.
• Skilled at tracking, managing data, and grant compliance.
• Proficiency in oral and written communication skills.
• Proficient working well in teams and contributing to a positive work culture.
• Demonstrated proficiency in the use of computer equipment, phones, various software programs.
• Ability to build relationships with and collaborate with community partners.
• Comfortable working in a fast-paced environment.
• Keep all activities in line with the core values of United Way of NE Florida.
• Actively participate in broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.

• Flexibility to work variable shifts within a hybrid, typically remote environment, with in-person work meetings and events as required by management.
• Ability to pass and maintain a Level 2 background check is required.
• Must pass pre-employment drug screening
• Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance.

Preferred Experience:

• Certified as a Florida Veterans Support Line (FVSL) Recovery Peer Specialist

General Physical Requirements for Essential Functions of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. While performing the duties of this job the employee is regularly required to sit, stand, walk, talk, carry, lift, speak and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.

Additional Information:

The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described. You can also have important skills we haven't thought of. If that's you - even if you’re on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

UWNEFL reserves the right to adjust work location