Deputy Director, Client Services, CAVC Practice

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Position Summary:

The Veterans Consortium (TVC) seeks to hire a Deputy Director, Client Servies, CAVC Practice to advance the cause of justice for veterans and their families, caregivers, and survivors. Under the leadership of the Senior Director of the CAVC Practice Group, the Deputy Director will lead and manage the daily operations of the CAVC Client Services Team. Provides management of TVC’s intake operations and referral services to veterans and their loved ones or survivors, case file management, and administrative support for the staff attorneys and veterans law specialists. Ensures client access to high-quality services, support services, and reference materials. Supports and assists in other aspects of Consortium pro bono services to include reviewing requests for participation in the Pro Bono Program, determining whether client/veteran eligibility criteria and qualifications are met, preparing appropriate documents for placement or rejection, training volunteer attorneys and tracking of cases to completion with the U.S. Court of Appeals for Veterans Claims (CAVC). Our ideal candidate has a passion to serve veterans, can operate with considerable autonomy, wants to help our organization grow and thrive, and is results-oriented.  Join our team!  We offer competitive compensation and benefits, commensurate with the scope of the position and a candidate’s expertise and experience.  The Veterans Consortium is located at 2101 L Street, NW, Suite 840, Washington, DC  20037.

TVC is a leading independent, nonprofit organization that has provided pro bono legal representation in federal venues and complementary professional services to veterans and their loved ones or survivors since 1992. For almost three decades, TVC’s pro bono attorneys and staff have helped more than 74,000 individuals, taken on nearly 7,600 cases for deserving clients, and trained more than 6,300 pro bono attorneys and associated professionals for our National Volunteer Corps.

Essential Job Functions:

 Functions as Deputy Director of Client Services, CAVC Practice  for The Veterans Consortium, assisting the Senior Director of the CAVC Practice with outreach, intake, case management and education to Veterans within the federal Pro Bono Program. Ensure quality intake processes and case management of veterans and their qualifying family members, caregivers, and survivors, before the U.S. Court of Appeals for Veterans Claims, and as appropriate before the U.S. Court of Appeals for the Federal Circuit and the U.S. Supreme Court.
 Supervises, on a direct and daily basis, all Client Services personnel and is the primary for individual performance evaluations, staff development training, goal setting, and goal tracking. Provides key recommendations for hiring, counseling, promoting, salary reviews and removal of client services personnel. Assist the Senior Director of the CAVC Practice in determining staffing needs and position requirements.
 Plans and apportions component workload, sets work hours, assigns shifts, determines work techniques, monitors work metrics, and tracks achievement of objectives, goals, and targets.
 Manages the intake and maintenance of cases accepted into the Pro Bono Program via the organization’s electronic case management system (Prevail), contacts veterans and effectively communicates with them regarding the intake, review, and case placement process as well as related information. Continues to communicate with clients to advise and assist throughout the course of the appeal. Provide referral information to veterans seeking legal assistance beyond the scope of organization services.
 Coordinates the transition of remanded CAVC clients to representation before the VA.
 Drafts internal protocols/procedures for working with current and prospective TVC clients.
 Works with the Docket Paralegal to ensure proper inputting and tracking of case files as they progress through the Court’s and TVC internal docketing.
 Works with the Case Evaluation & Litigation team to develop information about the appellant's case and determine qualification for placement within the Program.
 Assists the Senior Director of the CAVC Practice in establishing and ensuring productivity and quality standards for the Practice Group. Assists with systems assessment and improvements for the Client Services Component. Assist with tracking Program metrics for use in system analysis, system improvements and innovation for the Client Services Component. Prepare various reports regarding the daily operations of the Component and contribute to organizational reports. Assist the Senior Director of the CAVC Practice with preparation for Executive Board meetings as needed.
 Creates and provides substantive and skills-based training in coordination with the Deputy Director of CAVC Volunteer Outreach & Education. Maintains familiarity with jurisprudence of the Department of Veterans Affairs, CAVC and higher appellate courts.
 Reviews decisions of the Board of Veterans Appeals (BVA), the veteran’s claim file and other associated materials, as necessary, provide direct representation or to write screening memoranda and appropriate documents recommending placement with volunteer attorneys or deny request for services, based on a thorough and informed assessment of the case. Provides direct representation to qualified appellants as feasible.
 Other duties as assigned (e.g., program manager, project manager, subject matter expert).

Job Specifications:

Education and Qualifications:
 JD required. Licensed attorney (state and CAVC) with substantive knowledge and practical experience in veterans law (5 to 7 years).
 Experience leading and managing staff members.
 Knowledge of business and management principles and practices including strategic planning and metrics tracking and reporting.
 Experience with case tracking within a law office or equivalent environment.
 Successful at creating, modifying, and implementing processes and deploying tools.
 Military experience as a service member or spouse is an advantage.

Knowledge, Skills, and Abilities:
 Knowledge of veterans law and practice before the US Court of Appeals for Veterans Claims and the Department of Veterans Affairs.
 Independent decision making and strong prioritization skills.
 Keen attention to detail.
 Highly effective written and verbal communication and exceptional customer service skills.
 Collaborative, with experience in team facilitation and leadership as well as delegation and coaching skills and experience.
 Proficient in Microsoft Word, Excel and Access and PowerPoint as well as RightSignature and Citrix ShareFile or equivalent secure file transfer tool. Willing and able to be trained in the organization’s Prevail case management system as well as any other future systems or databases.
 Demonstrated skills and track record for high performance and sustained productivity to achieve desired results.
 Exceedingly well organized, professional, and flexible.
 Innovative.
 Approaches situations with a sense of humor and creativity.

Requirements of 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 the essential functions.
While performing the duties of this job, the employee is regularly required to remain in a stationary position for extended periods of time, and frequently communicate. The employee must be able to exchange information with others. This position requires occasional movement inside the office to access file cabinets, office machinery, etc. This position frequently operates a computer and other office machinery such as a copy machine, fax, shredder and computer printer.  This position requires the incumbent to be able to occasionally reach for, lift and move office equipment, documentation, and supplies. Specific vision abilities required by this job include close vision.


Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment. The employee can expect to work remotely at times, utilizing a Consortium provided laptop.  During visits to areas of operations, the employee may be exposed to extreme cold or hot weather conditions. The employee must be able to travel up to 10% of time using public and/or personal transportation.  The employee will be required to be physically present in the office at least 2 days during the work week, with the option to telework on the remaining days at the supervisor’s discretion.

Employment At-Will Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by the employee and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Employment in this position is at-will and subject to termination by the employer or the employee at any time and for any reason, with or without notice.  The statements in this job description do not establish a contract for employment and are subject to change at the discretion of the employer.

Salary Range:
 Salary range is $110,000 to $120,000 commesurate with experience.  This position is Exempt and considered Senior Staff.

 Health and Dental Insurance
 TVC paid Vision Insurance
 Free access to excellent on-site fitness center/locker room
 TVC paid short-term and long-term disability
 12 weeks of fully paid maternity leave
 24 days of paid time off (combination of sick time and vacation) with 6 days front loaded
 Summer Fridays program with four-day holiday weekends and half-day Fridays from Memorial Day to Labor Day
 Retirement Savings Plan 403(b), including organization contribution
 Life Insurance
 Pre-tax commuter benefits
 Great location, blocks away from all metro lines (Farragut West, Foggy Bottom, Dupont Circle)

Interested candidates please send your cover letter and resume to: Senior Director, CAVC Practice Group, Courtney Smith ( with the subject line: Deputy Director, Client Services, CAVC Practice.

The Veterans Consortium is an Equal Opportunity Employer

It is the policy of The Veterans Consortium that no employee or applicant for employment or services will be discriminated against because of race, color, religion, national origin, age, sex, disability, sexual orientation, political affiliation, family responsibilities or family status, veteran’s status, or any other basis prohibited by law, including the DC Human Rights Act and Language Access Act.