Jordan Heap
Decatur,IL
Summary
Accomplished Veterans Service Officer with a proven track record at the Illinois Department of Veterans Affairs, adept in case file management and mental health crisis response. Excelled in coordinating service referrals and enhancing community outreach, demonstrating exceptional interviewing skills and a commitment to addressing customer needs. Awarded for outstanding service and efficiency in handling over 50 veteran cases simultaneously.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Veterans Service Officer
Illinois Department Of Veterans Affairs
Decatur, IL
08.2019 - Current
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Assisted veterans with applying for federal benefits, grants, and various programs.
- Managed well over 50 veteran's cases and needs at any given time in central Illinois
- Verified eligibility for benefits for veterans, spouses, widows, and extended family.
- Addressed customer complaints and mitigated dissatisfaction by employing timely, on-point solutions.
- Coordinated solutions for a high volume of customer inquiries per day, while meeting and exceeding performance quotas.
- Initiated contact with appropriate service providers to request referrals, and followed up to confirm appointments.
- Maintained accurate records regarding court documents and schedule and notified police officers for court appearances.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Collaborated with other departments to ensure prompt resolution of client requests.
Office Coordinator Opt 2
Illinois Department Of Healthcare And Family Services
01.2017 - 08.2019
- Front desk for walk ins regarding child support matters
- Interacted with customers by phone, email, or in-person to provide information.
- Coordinated with various states on interstate cases regarding non-custodial parent's arrears
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Assisted with documentation for states attorney's office regarding child support cases
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
Soldier
United States Army
06.2008 - 08.2014
- Secured and protected military property, assets, and personnel.
- Trained in infantry tactics, weapons and medical procedures for well-rounded field support.
- Hand picked for Personal Security Detachment for 1st Brigade 3rd Infantry Division
- Two time award winner of Army Good Conduct Medal (6 years of service)
- Received Combat Action Badge
- Served as 11C - Indirect Fire Infantryman
- Served as 13F - Forward Observer
- Deployment to Baghdad, Iraq
Skills
- Customer Inquiries
- Scheduling and appointment setting
- Microsoft Office
- Mental Health Crisis Response
- Client Screening
- Prepare Reports
- Case File Management
- Legal Proceedings
- Government Agency Guidelines
- Eligibility Requirements
- Application Processes
- Information Updates
- Providing Feedback
- Educational Programs
- Customer Needs Assessments
- Coordinate Service Referrals
- Interviewing skills
- Public assistance programs
- Community outreach
- Written and verbal communication
Certification
- Accredited Veteran Service Officer with the US Department of Veterans Affairs
Timeline
Veterans Service Officer
Illinois Department Of Veterans Affairs
08.2019 - Current
Office Coordinator Opt 2
Illinois Department Of Healthcare And Family Services
01.2017 - 08.2019
Soldier
United States Army
06.2008 - 08.2014
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