Courtney D. Smith
Vietnam Veterans or America
Windsor Mills,US
19
years of professional experience
U.S. Air Force Veteran currently serving as the Director, Veterans Benefits leading a nationwide program that supports 44,000+ veterans and secures more than $1B in awarded benefits. Directs a 250+ Service Officer network, strengthens workforce capacity through recruitment and training, and keeps service delivery consistent across all regions. Negotiates enterprise IT and systems contracts to reduce operating costs while protecting program performance.
Work History
Director, Veterans Benefits
2 Years 2 Months- Oversee nationwide veterans benefits program supporting 44,000+ clients through a network of 250+ Service Officers across the U.S.
- Directed a nationwide program supporting 44,000+ veterans, securing over $1B in awarded benefits, significantly expanding access to critical resources.
- Managed and scaled a national network of 250+ Service Officers, ensuring consistent performance and service delivery across all regions.
- Led a targeted recruitment campaign that increased workforce capacity by 20%, strengthening program reach and sustainability.
- Designed and coordinated large-scale training initiatives to standardize service delivery and improve workforce capability across a distributed team.
- Negotiated enterprise IT and systems contracts, achieving a 15% reduction in departmental operating costs while maintaining program performance.
- Assisted veterans and their families in navigating Veterans Affairs (VA) benefits to ensure maximum eligible benefits based on military service.
- Act as a subject matter expert on the VA disability compensation program and continually expand knowledge through VVA training and other resources.
- Provided high-quality representation to veterans and dependent claimants, advocating for their rights and benefits.
- Review and monitor clients with time sensitive deadlines; routinely review VA rating decisions to ensure that they are complete and accurate.
- Maintain a record of claims and assignments while; ensuring all relevant files, documents, and correspondences are properly and timely documented in VVA’s case management system.
- Responded to requests for information and claim status from VVA staff, veterans, dependents, Congress, VA, and other representatives, advising and educating on available benefits from federal, state, county, and local resources.
Facility Security Manager
2 Years 4 Months- Hours per week: 40
- Duties, Accomplishments and Related Skills:
- Serves as a liaison between the HQ Security Office, the contract security guard force, and Federal Protective Services (FPS) and other local and Federal law enforcement agencies that provide security and law enforcement services to USCIS facilities at the new USCIS HQ Office in Camp Springs.
- Communicated security updates to employees via USCIS media outlets, mass emails, and various signage, ensuring awareness of security-related issues.
- Coordinated access list updates and conducted quarterly reviews across all HQ Camp Springs Directorate offices, enhancing access management.
- Responded to all requests for assistance to all offices within the NCR, HQC Camp Springs facility, and various facilities away from our area of operation and responsibility. Provided valuable insight on both Access Control System information and Video Management System operations to all offices requesting assistance.
- Responsible for coordinating the review, maintenance, and update of over 5,000 + profiles currently enrolled in the Gallagher access control system.
- Completed requests by Directorate office staff in establishing additional door groups, door schedules, and updating access approvers for all offices within HQ Camp Springs
- Developed and programmed 6 new mobile iPhone Gallagher card readers to improve access during high traffic situations.
- Processed the enrollment and deactivation of over 500 employee PIVs to ensure an accurate database is maintained.
- Worked with various technicians to troubleshoot and improve the Video Surveillance system.
- Routinely reviewed over 80 cameras installed at the facility to ensure proper functionality.
- Coordinated troubleshooting to ensure all IDS accounts were properly transferred from the Suitland MegaCenter to the BattleCreek MI MegaCenter.
- Coordinated technician service calls for any problems reported within the IDS.
- Provide support for Secure Work Area IDS alarms by coordinating troubleshooting and repair with SMR Technicians.
Senior Watch Officer
7 Years 5 Months- Responsible for the overall professional conduct of the watch floor during assigned shifts. Managed processes for receiving, reviewing, handling, and forwarding incident/security reports and requests for information at both classified and unclassified levels. Ensure all Command Center products are factually accurate, fully coordinated, complete without grammatical or typographical errors. Ensure the watch is performing/completing assigned duties, and prioritizing all tasks or efforts in support of Command Center leadership goals.
- Serve as an operations/watch center subject matter expert (SME) responsible for resolving operational issues, leading junior watch officers and security specialists to ensure daily operational posture remained constant as tempos changed
- Ensure the implementation of security programs is effectively managed and executed at the USCIS Command Center.
- Developed directives for handling media inquiries on behalf of DHS and USCIS, ensuring compliance with policies and operational standards.
- Conducted liaison activities as spokesperson with DHS National Operations Center and other inter-agency operations centers, collaborating to strengthen relationships and enhance operational effectiveness.
- Developed recommendations and solutions that crossed Program Office/Directorate boundaries, fostering agency-wide cooperation.
- Overseeing the research and assessment of directives, statutes, regulations and proposed related policies in order to effectively address complex issues providing or arranging for needed development and training.
Deputy Senior Security Analyst
5 Years- Hours per week: 40
- Duties, Accomplishments and Related Skills:
- Planned and prioritized work for subordinates, establishing schedules to ensure timely completion.
- Prepared, analyzed, and reviewed agency procedures for compliance with Executive Orders and Federal statutes. Serves as the agency's representative on various intra- and inter-agency intergovernmental committees and groups convened to address policy and procedural issues; and plans and develops various projects and programs vital to the identification and protection of national security information and homeland security
Education
Bachelor of Science - Business Management
MBA - Business Administration
Skills
Program management
Strategic planning
Staff supervision
Training program development
Budget management
Federal compliance
Case management system documentation
Written legal arguments
Hearing representation
Security operations management
Service officer training
Cost reduction initiatives
Timeline
Director, Veterans Benefits
Vietnam Veterans or America
06.2024 - CurrentRead More
Facility Security Manager
US Citizenship & Immigration Services
01.2020 - 05.2022Read More
Senior Watch Officer
Citizenship & Immigration Services
08.2012 - 01.2020Read More
Deputy Senior Security Analyst
ALUTIIQ BUSINESS SERVICES
08.2007 - 08.2012Read More
University of Phoenix
Bachelor of Science from Business Management
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Columbia Southern University
MBA from Business Administration
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