Veteran Service Agent WP-02 at Veterans Affairs Canada (2018-10 – Present)
Reporting to the Veteran Service Team Manager (VSTM) with Veterans Affairs Canada, Transition Centre Edmonton, responsible for effective field operation.
- Maintaining a close working relationship with numerous service and community partners on matters related to VAC in the high paced climate of the Transition Centre, in support of all CAF (Canadian Armed Forces) and RCMP (Royal Canadian Mounted Police) Members, Veterans and their families
- Participation in significant outreach, presentation and facilitation needs
- Act as a focal point for various service providers and ensure service providers act in harmony and in the best interest of the Client
- Provide transition services to releasing CAF and RCMP Members
- Provide advice and guidance to Transition Centre leadership, colleagues and service providers regarding services and benefits available through VAC
- Participation in Client Service and stakeholder outreach as well as experience with local and national working groups for Northern Outreach
- Conducts detailed interviews, analyzes available information and determines the most appropriate course of action
- Screens Clients for unmet needs/risks using Departmentally approved tools
- Provides targeted assistance in response to Client's needs, including determining eligibility for departmental programs
- Provides Guided Support to Client's with more complex needs
- Referral of Clients for Case Management assessment and Case Management services
- Collaborate/consults with Members of the Departmental Interdisciplinary Team
- Provides information and advice regarding Client eligibility for internal/external programs and benefits as well as initiating applications for Veterans Affairs Canada programs and services
- Follow-up with Clients on case referrals as per program requirements
- Ensure that standards are adhered to when documenting Client information
- Approves departmental benefits in accordance with delegated authority, the appropriate legislations and policies
- Establishes eligibility for benefits, calculate entitlement amounts and provide referrals as necessary
- Performs client advocacy, advises of rights to appeal and internal reviews
- Interprets and clarifies relevant legislation and policy
- Provides administrative support
- Deals with escalations in a calm, professional and resolution focused manner
Services Coordinator AS-04 at Department of National Defence (DND) (2016-06 – 2016-11)
Reporting to the Integrated Personnel Support Centre (IPSC) Services Manager, responsible for the effective operation of the IPSC office.
- Maintaining a close working relationship with regional representatives of all support agencies on matters related to the operation of the IPSC in support of injured CAF (Canadian Armed Forces) Members, Veterans and their families
- Assess whether aspects of casualty support and administration are provided to the CAF Member, Veteran or family
- Act as a focal point for various service providers and ensure service providers act in harmony and in the best interest of the client
- Provide transition services to medically releasing CAF Members
- Research, collect and enter data into the return to duty database, prepare regular reports and act as a liaison for the Member and Commanding Officer
- Respond to general inquiries about the casualty support and Return to Duty programs
- Provide advice and guidance to leadership and service providers regarding the CAF Return to Duty program
- Make general recommendations for all Return to Duty situations and report any deficiencies that prevent appropriate services and support for injured personnel to return to duty
- Maintain statistics for Return to Duty program
Services Coordinator AS-04 at Department of National Defence (DND) (2015-01 – 2015-06)
Reporting to the Integrated Personnel Support Centre (IPSC) Services Manager, responsible for the effective operation of the IPSC office.
Client Service Agent WP-02 at Veterans Affairs Canada (2015-11 – 2016-06)
Post Release Follow Up Team. Reporting to the Manager of National Case Management Unit.
- Conducted detailed interviews, analyzed available information and determined the most appropriate course of action
- Screening Clients using Departmentally approved tools
- Provided targeted assistance in response to Client's needs, including determining eligibility for departmental programs
- Referral of Clients for Case Management assessment and Case Management services
- Appropriate referrals based on Client's needs
Client Service Agent WP-02 at Veterans Affairs Canada (2011-08 – 2014-11)
Reporting to the Veteran Service Team Manager (VSTM) with Veterans Affairs Canada at Ottawa Area Office, responsible for effective field operation.
- Conducted detailed interviews, analyze available information and determined the most appropriate course of action
- Screening Clients (CAF and RCMP) Members as well as Veterans and their families for needs/risks using Departmentally approved tools
- Provided targeted assistance in response to Client's needs, including determining eligibility for departmental programs
- Referral of Clients for Case Management assessment and Case Management services
- Collaborate/consults with Members of the Departmental Interdisciplinary Team
- Provides information and advice regarding Client eligibility for internal/external programs and benefits as well as initiating application for Veterans Affairs Canada programs and services
- Follow-up with Clients on case referrals as per program requirements
- Ensure that standards are adhered to when documenting Client information
- Approve departmental benefits in accordance with delegated authority the appropriate legislations and policies
- Established eligibility for benefits, calculated entitlement amounts and provided referrals as necessary
- Performed client advocacy, advised of the right to appeal and performed internal reviews
- Interpreted and clarified relevant legislation and policy
- Provided administrative support
- Dealt with escalations in a calm, professional and resolution focused manner
Pension Officer PM-03 at Veterans Affairs Canada (1995-07 – 2008-04)
Reporting to the Veteran Service Team Manager (VSTM) with Veterans Affairs Canada, Calgary Area Office, responsible for effective field operation.
- Screening Client's in regard to request for disability benefits
- Provided program information, identified client issues, gathered and reviewed relevant information and made appropriate recommendations on entitlement based on current legislation
- Preparing application summaries for disability benefits to forward for adjudication
- Advising Clients of appeal rights when negative decision rendered
Legal and Administrative Assistant PM-02 at Bureau of Pensions Advocates (1989-11 – 1995-07)
Reporting to the Area Advocate with Bureau of Pensions Advocates Calgary, responsible for effective review and appeal operations.
- Screening Client's in regard to request for disability benefits
- Provided program information, identified client issues, gathered and reviewed relevant information and made appropriate recommendations on entitlement based on current legislation
- Preparing application summaries for disability benefits to forward for adjudication
- Advising Clients of appeal rights when negative decision rendered
- Schedule Veterans Review and Appeal Board hearings
- Prepare files for Veterans Review and Appeal Board hearings
