MFRF Case Manager

MFRF Case Manager

Date Posted: May 27, 2026

Requisition ID: 477950

Location:

Indianapolis, IN, US, 46204

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, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll 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 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.

Salary Statement:

The salary for this position traditionally starts at $47,320.00 but may be commensurate with education or work experience.

A Day in the Life:

To perform this job successfully, an individual must be able to execute the following duties at a high level of proficiency.

• Application Intake and Customer Service Support

• Conduct intake of new MFRF applications received by fax, email, mail, walk-in, or online portal, delivering a welcoming, compassionate first interaction.

• Verify completeness and accuracy of applications, proactively communicate with applicants, representatives, or vendors to request missing documentation while providing clear guidance and reassurance.

• Screen applicants for VA healthcare enrollment status, service-connected disability ratings, and other needs, offer immediate information and warm referrals as appropriate.

• Provide customer-service-oriented assistance by connecting applicants to broader IDVA and community resources that support suicide prevention efforts, including education, employment, mental health, and physical health services.

• Eligibility Determination and Holistic Case Management

• Determine applicant eligibility in compliance with the Indiana Code, Indiana Administrative Code, and MFRF program policies, applying critical thinking and uniform standards.

• Recommend approval or denial of each application, for approved cases determine the appropriate award amount based on demonstrated need.

• During eligibility review and follow-up, identify opportunities to link applicants with additional supportive services that address suicide prevention protective factors.

• Process approved applications for timely payment through the Indiana Auditor of State.

• Referrals, Collaboration, and Resource Navigation

• Make warm referrals and connections to key stakeholders in the veteran suicide prevention ecosystem, including County Veteran Service Officers (CVSOs) for benefits filing assistance, Grants for Veteran Services (GVS) providers, Disabled Veteran Outreach Program (DVOP) specialists at the Department of Workforce Development (DWD), VA healthcare enrollment support, and other relevant community partners.

• Actively communicate with applicants, vendors, IDVA partners, and external stakeholders to ensure applications are processed efficiently while facilitating seamless handoffs to additional resources.

• Maintain regular, professional, and empathetic communication with applicants to keep them informed of application status, outcomes, and next steps, reducing uncertainty that can exacerbate stress.

• Documentation, Compliance, and Program Support

• Document all application-related activities, decisions, communications, referrals, and outcomes thoroughly and accurately in the MFRF Case Management System.

• Professionally respond to intra-office and public inquiries regarding the MFRF program and specific applications.

• Exercise independent judgment, creativity, and flexibility in problem-solving while maintaining confidentiality and professionalism, even in challenging situations.

• Collaborate with IDVA teams to align MFRF services with agency-wide veteran-centered and suicide prevention initiatives.

• Participate in required training on MFRF policies, veteran benefits, suicide prevention resources, and holistic support strategies.

• Perform related duties as assigned by the MFRF Director or Assistant Director.

What You'll Need for Success:

You must meet the following requirements to be considered for employment:

• Pursuant to IC 10-17-1-11, the employee must satisfy the requirements set forth in IC 10-17-1-5(a).

• 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 (specifically Saleforce), 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.

• Ability to work independently and collaboratively as part of a team while maintaining composure and professionalism in all interactions, including potentially difficult situations.

• Ability to maintain strict confidentiality and exercise sound judgment.

• Ability to perform essential functions with or without reasonable accommodation.

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 View email address on click.appcast.io.

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