Veteran Operations Specialist

Purpose of Position:

Northeast Florida is home to more than 425,000 active-duty servicemembers, veterans, and their families. While numerous resources exist to support the veteran community, navigating available services and maintaining effective program operations require strong coordination, organization, and administrative support. Mission United is committed to connecting veterans and their families with the resources, benefits, and community partnerships that promote long-term stability and successful transition to civilian life.

The Veteran Operations Specialist serves as the frontline operations professional and initial point of contact within Mission United, providing administrative, operational, and programmatic support that enables the efficient delivery of services to veterans, servicemembers, and their families. Serving as the primary intake coordinator for veteran service requests, this position works directly with participants to complete intake, determine initial program eligibility, identify service needs, and facilitate timely connections to appropriate resources and program staff. The Veteran Operations Specialist also coordinates daily program activities, maintains documentation and reporting systems, supports grant and operational requirements, and assists with internal and external communications to ensure efficient, organized, and compliant program operations.

Working closely with the Director of Mission United, Veteran Care Coordinators, and internal and external partners, the Veteran Operations Specialist helps maintain organized systems, accurate documentation, regulatory compliance, and efficient workflows while ensuring veterans receive timely, compassionate, and coordinated access to services that strengthen Mission United's regional network of care.

Essential Functions & Responsibilities:

Program Operations & Administrative Coordination

• Serve as the primary intake coordinator for all veteran service requests across the Mission United service area, ensuring timely intake, routing, and coordination of referrals.
• Coordinate daily program operations by accomplishing assigned deliverables, adhering to established deadlines, and managing shared communication platforms, referral portals, and operational workflows.
• Maintain organized, audit-ready administrative systems, including digital files, grant documentation, standard operating procedures, resource directories, templates, and operational records.
• Create, update, and maintain standardized intake forms, workflows, checklists, templates, resource directories, and other operational tools that support efficient program delivery and consistent service administration.
• Coordinate meetings, manage calendars, prepare agendas, arrange logistics, and provide administrative support for internal and external program activities.
• Draft, format, and distribute professional correspondence, meeting summaries, reports, and other program-related communications.
• Support onboarding activities for new team members by coordinating materials, system access, training resources, and onboarding logistics.

Documentation, Reporting & Compliance

• Maintain accurate, timely, and complete program documentation in accordance with organizational policies, grant requirements, and applicable confidentiality standards that support audit-ready systems.
• Track, verify, and follow up on required participant documentation, eligibility records, vendor forms, signatures, and other compliance-related requirements.
• Enter and maintain accurate program data within designated systems and operational dashboards to support performance reporting, grant compliance, and continuous quality improvement.
• Support narrative, operational, and performance reporting for federal, state, local, and privately funded grant programs.
• Assist with financial documentation, vendor payment support, grant expenditure tracking, and other administrative processes necessary to support program operations.

Collaboration & Program Support

• Collaborate with Mission United staff and cross-functional departments to support coordinated program operations and organizational initiatives.
• Build and maintain positive working relationships with internal staff, community partners, vendors, and external stakeholders to support efficient program delivery.
• Participate in cross-department training, process improvement initiatives, and collaborative efforts that strengthen operational effectiveness.
• Support Mission United outreach activities, community events, and partner engagement efforts that increase awareness of available services and strengthen community partnerships.

Professional Excellence

• Maintain knowledge of Mission United operations, organizational policies, community resources, applicable grant requirements, and administrative best practices through ongoing learning and professional development.
• Demonstrate professionalism, sound judgment, accountability, and exceptional customer service while supporting Mission United's mission and organizational values.
• Perform additional duties and responsibilities as assigned in support of Mission United and organizational leadership initiatives.

Experience/Qualifications:

The successful candidate will demonstrate a commitment to professionalism, accuracy, collaboration, and exceptional customer service while supporting Mission United's mission of serving veterans and military families through operational excellence, effective program administration, and continuous improvement.

Education & Experience

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Business Administration, Public Administration, Human Services, Social Work, Communications, or a related field preferred.
• Equivalent combinations of education, military service, certifications, and directly related professional experience will be considered.
• Experience providing administrative, operational, program coordination, or project support in a nonprofit, healthcare, government, military, or human services environment preferred.
• Experience supporting grant-funded programs, contract administration, or compliance-related activities preferred.

Knowledge

• Knowledge of administrative and operational best practices, including records management, document control, scheduling, and organizational systems.
• Knowledge of Microsoft Office applications and the ability to learn and utilize electronic databases, case management systems, and reporting platforms.
• Familiarity with grant-funded programs, documentation standards, and confidentiality requirements preferred.
• Knowledge of Veterans Administration (VA) programs, military culture, or community resources serving veterans is desirable.

Professional Competencies

• Exceptional organizational skills with a high degree of accuracy and attention to detail.
• Ability to effectively manage multiple priorities, deadlines, and competing assignments in a fast-paced environment.
• Strong written, verbal, and interpersonal communication skills.
• Ability to establish and maintain productive working relationships with internal staff, community partners, vendors, and external stakeholders.
• Strong critical thinking, problem-solving, and sound decision-making skills.
• Ability to maintain accurate records, prepare professional correspondence, and safeguard confidential information.
• Demonstrated proficiency using Microsoft Office applications and other technology platforms to support efficient program operations.
• Ability to work independently while contributing to a collaborative, team-oriented environment.

Additional Requirements

• Ability to pass and maintain a Level II background screening.
• Successful completion of a pre-employment drug screening.
• Valid driver's license, reliable transportation, and current automobile insurance if driving on behalf of United Way of Northeast Florida.
• Ability to maintain reliable high-speed internet service sufficient to perform job responsibilities in a hybrid or remote work environment.

• Flexibility to work occasional evenings or weekends in support of community events, trainings, or organizational initiatives, as needed.

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