Veteran Operations Specialist

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 Operations Specialist (Coordinator) is a frontline navigator within the regional system of care. The Specialist works directly with veterans, military servicemembers, and their families to address barriers related to housing, benefits, financial stability, mental health, and access to community resources. This role ensures that every veteran receives coordinated, compassionate, and efficient support through high-quality intake, case navigation, documentation, and collaboration with partner agencies.

Key Responsibilities and Essential Functions:

• Serve as the primary intake coordinator for all veteran service requests across a nine-county region.
• Manage daily program operations, including deliverables, deadlines, shared inboxes, voicemail boxes, and referral portals.
• Maintain organized, audit-ready administrative systems including digital files, grant folders, SOPs, and documentation logs.
• Create and maintain standardized intake forms, workflows, checklists, templates, and resource directories.
• Schedule meetings, manage internal calendars, prepare agendas, coordinate logistics, and support cross-sector collaboration.
• Draft, format, and distribute professional correspondence such as meeting notes, summaries, and weekly updates.
• Support onboarding and orientation of new Veteran Operations Specialists by preparing materials, system access requests, and schedules.
• Track, verify, and follow up on required documentation, vendor forms, signatures, and eligibility requirements.
• Maintain timely and accurate records in case management systems and ensure documentation meets audit and funder standards.
• Compile monthly operational dashboards and perform data analysis to identify trends, guide decision-making, and improve service delivery.
• Support narrative and performance reporting for federal, state, and local grants, including multi-source funding streams.
• Assist in program finance processes, including documentation, tracking, and verification for vendor payments and grant expenditures.
• Participate in cross-department trainings, collaboration efforts, and process improvement initiatives.
• Execute additional duties as assigned by the Manager of Mission United.

Experience/Qualifications:

• Bachelor’s Degree Preferred
• Knowledge of Veterans Administration (VA) programs, Veteran and community social services highly desirable.
• Experience working with the Veteran population.
• 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, remote environment.
• 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.

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