Military & Veteran Services Program Support Specialist

General Description

The Program Support Specialist provides front‑line support to military‑ and veteran‑affiliated students by delivering benefits advising, completing first‑level reviews of certification documentation for VA enrollment processing, and managing the Military & Veterans Services shared inbox. The role also oversees the college laptop loaner program, including checkout/return procedures, inventory tracking, borrower documentation, due‑date monitoring, follow‑up, and coordination with IT for technical support as needed.

This position supports the Director of Military & Veterans Services and the School Certifying Official by ensuring timely, accurate student service, consistent record tracking, and dependable office coverage as needed across NOVA campuses. The role is primarily in‑person at the Manassas Campus Veterans Office.

The work schedule is 29 hours per week, Monday through Friday. Telework options are subject to change based on business needs.

• Provide front‑line benefits advising and customer service to student veterans and eligible dependents.
• Conduct first‑level review of VA certification documentation and enrollment information; route complete/accurate submissions to the SCO for certification processing.
• Advise students on education benefit usage based on declared major/program pathway (e.g., Post‑9/11 GI Bill® and other eligible VA education benefits).
• Respond to student inquiries in a professional, timely manner via phone, email, and virtual services (including NOVAQ).
• Manage the Military & Veterans Services shared mailbox with accuracy, appropriate routing, clear documentation, and timely follow‑up.
• Maintain detailed, accurate records, tracking logs, and documentation to support compliance and audit readiness.
• Oversee the laptop loaner program, including checkout/return procedures, inventory tracking, borrower documentation, due‑date monitoring, follow‑up, and coordination with IT for technical support as needed.
• Support day‑to‑day office operations, including ordering supplies and coordinating basic administrative needs.
• Provide on‑campus office coverage and support services as needed, including occasional support across NOVA campuses.

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

• Ability to work under pressure and meet deadlines.
• Ability to establish goals and priorities and make decisions in accordance with program and institutional policies.
• Ability to interpret and explain academic, administrative, and veteran policies.
• Ability to provide veteran students with accurate information relating to GI Bill benefits and other veteran‑eligible education benefits.
• Ability to work in a fast‑paced environment with a diverse student population.
• Demonstrated ability to communicate effectively, orally and in writing, with strong customer service skills.
• Knowledge of working with veterans’ benefits/similar benefit types.
• Flexibility and motivation to learn new systems.
• Knowledge of military and veterans’ benefits.
• Experience working in a case management work setting.
• Experience in working with veterans’ benefits and program planning.
• Experience working in a college setting.
• Customer service experience.

• Experience working with veteran programs and procedures in higher education, preferably in a community college setting.
• Experience working in an office setting in higher education.
• Experience in direct delivery of services from a case management perspective.

The Virginia Community College System (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non‑merit factors.

The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.

VCCS uses E‑Verify to check employee eligibility to work in the United States. You will be required to complete an I‑9 form and provide documentation of your identity for employment purposes.