Veteran Services Representative I

Description

Under close supervision, to assist veterans, their dependents, and/or their surviving spouses with obtaining the benefits provided by Federal, State, and local sources.

NOTE: Candidates who meet the employment standards will be invited to take an online written examination tentatively scheduled for the week of May 24, 2024. Qualifying candidates will be notified via email with instructions for taking the online examination.

Typical Tasks

The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

• Interviews and advises Veterans, their dependents, and/or their surviving spouses of their rights and the benefits available through Federal, State, or County agencies, including compensation, rehabilitation, insurance, pensions, education, medical care, and other benefits;

• Advises clients of the provisions of the applicable Federal, State, and local laws and regulations and researches, reviews, and explains legislative actions and regulatory changes;

• Provides direct support to unhoused Veterans and coordinates with Veterans to obtain assistance with Federal, State, and County agencies;

• Corresponds with the U.S. Department of Veterans Affairs, State, and local government agencies and with Veterans and/or their representatives regarding claims, benefits, or other related Veteran programs;

• Assists Veterans, their dependents, and/or surviving spouses in obtaining local, State, and Federal benefits, establishing their rights related to filing claims for benefits;

• Confirms eligibility criteria and develops claims related to Veteran benefits, such as, pensions, compensation, insurance, rehabilitation, education, hospitalization, medical care, and burial and presents evidence to prove Veterans' disabilities before the U.S. Department of Veterans Affairs;

• Secures documentary evidence, such as military, medical, birth, marriage, and divorce records, affidavits, discharges, birth certificates, death certificates, certificates of naturalization, medical reports, and other types of evidence in support of applications and/or claims for Veterans and eligible clients;

• Prepares and submits appeals, when justified, in cases where a claim is denied;

• Reviews claims and awards of benefits;

• Provides guidance and information about military programs, including their correlation to VA benefits and programs, such as Survivor Benefit Plan, Retirement Pay, Reserve Component service and retirements, and deployment related matters (orders, pay and entitlements, and related matters);

• Conducts administrative case management, including recording all customer interactions and claims activities by preparing case file notes and by conducting electronic records management;

• Makes field call visits to homes, hospitals, and other agencies, as needed;

• Participates and assists in public outreach events, provides information about Veteran Services, and conducts Veteran Services Briefings;

• Attends mandatory in-service trainings and conferences;

• Acts as liaison with local, State, and Federal agencies on behalf of Veterans, their dependents, and/or their surviving spouses;

• Prepares descriptive and statistical reports;

• Assists with answering phones and greeting the public, as needed;

• May be assigned as a Disaster Service Worker (DSW), as required*;

• Performs related duties, as required.

Employment Standards

Sufficient education, training, and experience to demonstrate the ability to perform the above tasks, plus the possession and direct application of the following knowledge and abilities;

Training and Experience Note: The required knowledge and abilities are attained through training and experience equivalent to graduation from high school or equivalent;

and

Two (2) years of full-time experience determining eligibility for veterans' benefits, directly working with the veteran population, and/or in the military.

OR

Possession of a United States Department of Veterans Affairs accreditation via California Department of Veterans Affairs (CDVA) exam pursuant to Title 38, Code of Federal Regulations (CFR), 14.629, at time of appointment.

Substitution: Completion of thirty (30) semester units (forty-five (45) quarter units) of college may substitute for one (1) year of the required experience. There is no substitution for the accreditation.

Veterans and veteran members of the National Association of County Veterans Service Officers (NACVSO) are preferred. Applicants claiming veteran's preference at time of application must present copy of DD 214, which demonstrates an honorable discharge.

Special Requirements:

• Obtain a United States Department of Veterans Affairs accreditation via California Department of Veterans Affairs (CDVA) exam pursuant to Title 38, Code of Federal Regulations (CFR), 14.629, within the first twelve (12) months of employment and maintain for the duration of employment in this classification or vacate the position.

• Obtain a United States Department of Veterans Affairs automated systems access (requires a successful federal background investigation, successful national agency check, and sponsorship by the California Department of Veterans Affairs) within the first eighteen (18) months of employment and maintain for the duration of employment in this classification or vacate the position.

• Ability to travel to alternate locations in the course of work. If driving, possession of a valid California driver's license prior to appointment and the ability to qualify for and maintain a County driver authorization.

• Successfully pass the Live Scan background check prior to appointment.

• *As a condition of employment, pursuant to California Government Code Sections 3100-3109 and Local Ordinance, all County of Santa Clara employees are designated Disaster Service Workers (DSWs), including extra help. A DSW is required to complete all assigned DSW-related training, and in the event of an emergency, return to work as ordered.

Knowledge of:

• Federal, State, and local legislation and regulations relating to Veterans;

• The organization and procedures of the U.S. Department of Veterans Affairs and the State of California's Department of Veterans' Affairs;

• Basic medical terminology and medical conditions related to VA Benefits and military service;

• Basic understanding of Post-Traumatic Stress Disorder and other mental health disorders and how to interact and assist individuals with these disabilities;

• Community resources available to Veterans;

• Principal sources of information important in completing Veterans' claims;

• General understanding of the military service branches, military programs and protocols, military service requirements for both active duty and reserve components, and basic knowledge of military records, awards, and discharge documents;

• Interviewing techniques;

• Standard office procedures and practices;

• Common computer systems and applications;

• English usage, style, grammar, punctuation, and spelling.

Ability to:

• Interpret laws, rules, and regulations, and advise clients accordingly;

• Learn and understand types of benefits available to Veterans, as well as Federal, State, and local rules and regulations applicable to Veterans' rights and benefit programs;

• Clearly and understandably communicate to Veterans, their dependents, and/or their surviving spouses the factors that determine eligibility for benefits and programs;

• Work in a high stress environment, potentially with unhoused and incarcerated Veterans;

• Conduct independent research about military service, benefit eligibility, medical conditions, causes of death, and their relation to Veteran benefits;

• Learn claims and appeals practices and procedures;

• Interview effectively;

• Multi-task on different projects simultaneously;

• Communicate effectively, both orally and in writing, with people of diverse backgrounds and cultures;

• Work in a team environment;

• Establish and maintain effective working relationships with those contacted in the course of work, at all levels, including colleagues, the public, and representatives of other agencies.