Emily Hixson

Role Overview: Analyze and improve district operations within the Department of Veterans Affairs (VA). Evaluate processes, identify inefficiencies, and implement strategies to enhance service delivery to veterans.

Key Responsibilities:

• Operational Analysis: Conduct thorough analyses of district operations, identifying areas for improvement and recommending strategies to enhance efficiency and effectiveness.
• Data Management: Collect, organize, and interpret data related to district performance. Utilize advanced analytical tools and techniques to identify trends, patterns, and anomalies.
• Performance Metrics: Develop and monitor performance metrics to assess the effectiveness of district operations. Provide regular reports and presentations to senior management.
• Process Improvement: Identify and implement process improvement initiatives to streamline operations and improve service delivery. Utilize Lean Six Sigma and other methodologies as appropriate.
• Policy Compliance: Ensure district operations comply with all relevant VA policies, regulations, and procedures. Conduct regular audits and assessments to ensure adherence.
• Stakeholder Collaboration: Work closely with district leadership, staff, and external stakeholders to understand needs and develop solutions. Foster a culture of continuous improvement and collaboration.
• Training and Support: Provide training and support to district staff on new processes, tools, and technologies. Develop training materials and conduct workshops as needed.
• Project Management: Lead and manage special projects aimed at improving district operations. Coordinate resources, set project timelines, and ensure successful project completion.
• Budget Analysis: Assist in the preparation and analysis of the district budget. Monitor expenditures and identify cost-saving opportunities.
• Customer Service: Ensure high levels of customer service by addressing veteran concerns and feedback promptly. Implement strategies to improve the veteran experience.

Role Overview: Specialized in conducting thorough investigations and assessments to ensure the suitability and reliability of individuals involved in fiduciary roles, focusing on safeguarding the financial and personal well-being of Veterans and their families.

Key Responsibilities:

• Conduct Investigations: Perform comprehensive preliminary investigations on requests for personnel security investigations, assessing individuals' suitability, trustworthiness, and reliability.
• Document Management: Utilize advanced organizational skills to research, manage, and organize extensive financial and personal documentation, ensuring accuracy and completeness.
• Stakeholder Interviews: Conduct interviews with stakeholders and family members to assess physical, mental, and financial estate status. Evaluate suitability of potential fiduciaries through detailed interviews.
• Data Analysis: Use various technological systems and online sources to gather and analyze qualitative and quantitative data, implementing strategic planning to prevent financial misuse.
• Policy Adherence: Maintain extensive knowledge of VA policies, regulations, and procedures, ensuring adherence to federal, state, and agency guidelines.
• Investigative Strategies: Develop investigative plans to address fraud, corruption, and misconduct, collaborating with multi-jurisdictional agencies.
• Relationship Building: Build and maintain positive relationships with stakeholders, veterans, and external agencies. Communicate findings clearly through oral and written reports.
• Training and Mentoring: Assist in training and mentoring new employees on policies, procedures, and investigative techniques.
• Process Improvement: Improve process efficiency through periodic evaluations and suggest changes for optimal results.
• Regulatory Compliance: Maintain up-to-date knowledge on industry regulations and best practices, ensuring accurate assessments.
• Customer Service: Provide exceptional customer service, addressing client concerns promptly and offering assistance post-examination.
• Collaboration: Collaborate with team members to ensure timely completion of field examinations, contributing to overall departmental success.

Role Overview

• As Legal Administrative Specialist (LAS) at St. Louis National Call Center within Department of Veterans Affairs, Provided essential support and guidance to veterans, dependents, federal agencies, and state representatives across a multi-state jurisdiction. The role involved comprehensive telephone inquiries, ensuring clarity and accessibility to benefit programs and entitlement criteria. Conducted detailed phone interviews to gather information for submission to the Regional Office (RO), identifying any claim or financial issues and discussing necessary evidence to facilitate the claims process. Meticulously inputted data to authorize awards, adhering to administrative, regulatory, and procedural operations set forth by the Regional Office.

Key Responsibilities and Achievements:

• · Knowledge Expansion: Developed extensive expertise in various VA programs beyond Compensation & Pension, including Education, Medical, and Home Loan benefits. Utilized this knowledge to inform veterans and their dependents about available programs and counsel claimants on selecting benefits aligned with their needs. Conducted independent research to enhance efficiency in assisting education claimants, minimizing hold times and improving response times.
• · Regulatory Compliance: Demonstrated proficiency in VA regulations governing claim filing and processing. Reviewed and explained VA-required documentation, provided necessary forms, and adhered to department procedures for oral and written communications regarding policies, regulations, and Code of Federal Regulations. Utilized multiple systems to provide accurate claim updates, offer helpful information/evidence to expedite processing, and identify errors or missing information.
• · Documentation and Correspondence: Leveraged various software programs to create internal and external correspondence, addressing errors and detailing corrective actions. Prepared formal and informal claim requests and documented statements for individuals from diverse cultural, ethnic, and religious backgrounds, ensuring clarity and compliance with regulatory guidelines. Maintained and updated Department of Veterans Affairs systems to document actions for future reference.
• · Communication and Customer Service: Represented Department of Veterans Affairs professionally and courteously in all interactions. Communicated effectively with claimants of varying levels of understanding via phone, mail, fax, and email. Utilized active listening skills to address concerns, provide solutions, and offer explanations clearly and concisely. Calmed irate claimants to facilitate effective communication and resolution of issues, ensuring a positive experience for all stakeholders.
• · Advocacy and Support: Identified signs of hardship or potential homelessness among veterans and claimants, providing referrals and resources from VA, federal, and state agencies. Acted as an advisor between hardship claimants and VA regional offices, advocating for improved circumstances and expedited claims processing. Maintained ongoing contact with hardship/homeless veterans to ensure their needs were addressed promptly and comprehensively.
• · Special Projects and Training: Selected for various special projects based on expertise in VA benefits and commitment to high-quality work. Developed and delivered training sessions aligned with Central Office guidelines to enhance quality and technical accuracy for new and seasoned employees. Mentored new hires in VA policies and procedures, providing support on procedural and technical matters to improve efficiency and compliance. Provided feedback and recommendations for performance improvement plans (PIP) for seasoned employees, ensuring adherence to VA regulations and guidelines.
• · IRIS Coordination: Served as IRIS Coordinator for St. Louis National Call Center, overseeing IRIS quality and conducting compliance reviews. Researched and resolved inquiries returned for quality errors, ensuring completeness and accuracy of submissions. Collaborated with Public Contact Representatives (PCR) and management to address and correct errors promptly, maintaining detailed records and providing training updates to ensure continuous improvement.
• · Reporting and Analysis: Created and submitted reports to regional and central management on technical accuracy and identified areas for improvement. Participated in monthly conferences to discuss system updates and policy changes, ensuring adherence to IRIS procedures and guidelines. Developed training documentation to disseminate updates on VA guidelines, methods, and procedures, facilitating ongoing education and compliance among colleagues.
• In addition to my core responsibilities, I consistently adjusted my schedule to accommodate early arrivals and late departures, ensuring all tasks were completed accurately and on time.