MFRF Case Manager

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, youll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, youll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Department of Veterans Affairs (IDVA):

The Indiana Department of Veterans Affairs (IDVA) is committed to Support, Serve, and Advocate for the Indiana Veteran Community - including veterans, their families, caregivers, and Indiana National Guard members. Guided by our vision to Serve More, Serve Better, Serve Together, IDVA works tirelessly to expand access to services, continuously improve program quality and outcomes, and build strong collaborative partnerships that deliver comprehensive support to those who have served.

Role Overview:

The Military Family Relief Fund (MFRF) Case Manager serves as a compassionate, veteran-centered case manager with the Military Family Relief Fund (MFRF) at the Indiana Department of Veterans Affairs. This role delivers high-quality customer service and holistic support to veterans and families experiencing financial hardship, directly contributing to veteran suicide prevention efforts. By addressing financial stress, a key risk factor for mental health crises, the position strengthens protective factors such as financial security, access to healthcare, benefits, employment resources, and community connections.

In addition to determining eligibility and processing MFRF applications, the Case Manager provides proactive, customer-service-focused support. This includes screening applicants for VA healthcare enrollment, assessing service-connected disability ratings, offering warm referrals to County Veteran Service Officers (CVSOs) for benefits claims assistance, connecting individuals to Grants for Veteran Services (GVS) providers, Disabled Veteran Outreach Program (DVOP) specialists through the Department of Workforce Development (DWD), and other key stakeholders in the suicide prevention network. These efforts help ensure veterans receive comprehensive, wraparound support that promotes long-term well-being and reduces isolation or crisis risk.

The incumbent manages the full lifecycle of MFRF applications with accuracy, empathy, and timeliness while maintaining strict confidentiality. The role is primarily office-based at IDVA headquarters in Indianapolis, with occasional statewide travel as needed. This is a salaried, overtime exempt position; any additional hours are managed through flex time within the standard weekly schedule without overtime compensation. Work is primarily sedentary, requiring prolonged periods of sitting at a desk or computer, with occasional standing and walking that may account for up to 10% of the time.

Role Responsibilities:

• Application Intake and Customer Service Support: Receive and review new MFRF applications, ensure completeness, collect missing documentation, provide compassionate guidance, and connect applicants with helpful IDVA and community resources.
• Eligibility Determination and Holistic Case Management: Apply program policies and legal guidelines to determine eligibility, recommend approvals or denials, set award amounts based on need, and identify additional supportive services that strengthen suicide‑prevention protective factors.
• Referrals, Collaboration, and Resource Navigation: Make warm referrals to CVSOs, GVS providers, DVOP specialists, VA services, and other partners; maintain clear communication with applicants and stakeholders to support efficient processing and smooth transitions to additional resources.
• Documentation, Compliance, and Program Support: Accurately document all actions and communications in the MFRF system, respond professionally to inquiries, maintain confidentiality and sound judgment, collaborate on agency initiatives, participate in required trainings, and perform related duties as assigned.

Role Requirements:

• Bachelor's Degree or equivalent relevant work experience is required.
• Demonstrated experience in case management, benefits processing, or customer service roles involving eligibility determination, preferably in government, veteran services, or human services.
• Strong working knowledge of Indiana Code, Indiana Administrative Code, MFRF policies, VA healthcare enrollment processes, and veteran benefits systems.
• Proficiency with Microsoft Office applications and experience using electronic case management systems, ability to conduct online research.
• Excellent analytical, critical thinking, organizational, and prioritization skills with strong attention to detail.
• Superior oral and written communication skills, with the ability to deliver compassionate, clear customer service and explain complex information effectively.
• Strong interpersonal skills and a genuine commitment to veteran-centered service, including proactive resource navigation and warm referrals that support suicide prevention through holistic well-being.

Salary:

The salary for this position traditionally starts at $47,320.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Monitor key performance indicators to ensure program effectiveness.
• Assist in developing, updating, and monitoring all policies and procedures related to the program area.
• Answer customer questions about program policies and procedures.
• Act as technical consultant to stakeholders to clarify and interpret policies and procedures.
• Prepare and disseminate monthly and annual program reports.
• Review the budget and program assets are allocated appropriately.
• Monitor compliance and make recommendations to the program to increase efficiencies.
• Prepare training materials and train agency employees on program requirements and usage.
• Deliver communication plans and communications.
• Serve as a liaison between agency and other state and federal agencies.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What Youll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Working knowledge in program subject matter obtained through experience and/or education.
• Specialized knowledge of program area including pertinent rules and regulations.
• Basic knowledge of all source materials and references including federal and state laws governing the programs.
• Ability to implement new principles and policies and discern any far-reaching implications.
• Ability to communicate effectively.
• The ability to apply general rules to specific problems to produce answers that make sense.
• Ability to work effectively with a wide variety of stakeholders.
• Working knowledge of accounting and budget principles.

A degree is not a standard requirement for this role. However, at least 5+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered. Some positions may include specific education requirements depending on the program scope.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans

• Wellness Rewards Program: Complete wellness activities to earn gift card rewards

• Health savings account, which includes bi-weekly state contribution

• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match

• Two (2) fully-funded pension plan options

• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:

• 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers

• Up to 15 hours of paid community service leave

• Combined 180 hours of paid vacation, personal, and sick leave time off

• 12 paid holidays, 14 on election years

• Education Reimbursement Program

• Group life insurance

• Referral Bonus program

• Employee assistance program that allows for covered behavioral health visits

• Qualified employer for the Public Service Loan Forgiveness Program

• Free Parking for most positions

• Free LinkedIn Learning access

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.