Veteran Services Supervisor

The County of Santa Clara; California (MO); On-site; USD 95,000 - 125,000; Full time

Job summary

The County of Santa Clara's Veterans Services Office is seeking a forward-thinking supervisor to coordinate and oversee veteran services operations and staff. You will ensure efficient delivery of federal, state, and local benefits and guide staff in handling claims with accuracy and empathy.

The role emphasizes program development, staff training, and timely case management, with opportunities to engage with veterans and community partners while maintaining strict compliance and performance

Qualifications

• High school diploma or equivalent required.
• Three years full-time experience determining eligibility for veterans’ benefits, plus one year supervisory/lead experience.
• CDVA accreditation via VA exam required at appointment.
• Live Scan background check required prior to appointment.
• Must be able to travel to alternate locations and have a valid CA driver's license.

Responsibilities

• Coordinate, supervise, and evaluate Veteran Services Representatives and support staff.
• Onboard and train new staff.
• Develop training programs and manage goals and timelines.
• Assist veterans with benefit claims and explain eligibility.
• Prepare case files and conduct administrative records management.
• Conduct field visits to homes, hospitals, and agencies as needed.
• Participate in public outreach and veteran briefings.
• Create, maintain, and analyze statistical reports.

Skills

Supervision

Staff training

Veterans benefits guidance

Public outreach

Staff development

Education

High school diploma or equivalent

Job description

Under direction, to coordinate and supervise service functions of the Veteran Services Office and supervise staff who provide assistance to veterans, their dependents, and/or their surviving spouses with obtaining the benefits provided by Federal, State, and local sources.

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, hires, supervises, trains, and evaluates the work of assigned Veteran Services Representatives and other support staff;
• Onboards and provides training to newly hired Veteran Services Representatives;
• Determines training needs and researches, creates, develops, and conducts training programs;
• Develops and administers goals and timelines;
• Provides assistance to the Veteran Services Representatives regarding Veteran benefit claims;
• Provides verbal and written instructions and reference materials to staff;
• Assists Veterans, their dependents, and/or surviving spouses in obtaining Federal, State, and local 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 Veteran's disabilities before the U.S. Department of Veterans Affairs (VA);
• 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 to relevant Federal, State, or local agencies and organizations who are processing Veterans’ benefit claims, when justified, in cases where a claim is denied;
• Reviews Veteran claims and awards of related 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;
• Creates, maintains, and analyzes statistical reports;
• Attends mandatory in-service trainings and conferences;
• Assists with answering phones and greeting the public, as needed;
• May be assigned as a Disaster Service Worker (DSW), as required*;
• Performs other related duties, as required.

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 the possession of a high school diploma or equivalent;

and

Three (3) years of full-time experience determining eligibility for veterans’ benefits, plus one (1) year of supervisory and/or lead experience. Lead or supervisory experience may be inclusive with determining eligibility for veterans’ benefits experience requirement or separate.

Special Requirements

• 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 the time of appointment and maintain for the duration of employment in this classification or vacate the position.
• Successfully pass the Live Scan background check prior to appointment;
• 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.
• 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 DD214, which demonstrates an honorable discharge.
• *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;
• Principles and techniques of supervision and training;
• The organization and procedures of the U.S. Department of Veterans Affairs and the State of California’s Department of Veterans' Affairs (VA);
• Basic medical terminology and medical conditions related to VA Benefits and military service;
• 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;
• Understanding of the military service branches, military programs and protocols, military service requirements for both active duty and reserve components, and knowledge of military records, awards, and discharge documents;
• Types of benefits available to Veterans, as well as Federal, State, and local rules and regulations applicable to Veterans' rights and benefit programs;
• Claims and appeals practices and procedures;
• Interviewing techniques;
• Standard office procedures and practices;
• English usage, style, grammar, punctuation, and spelling;
• Common computer systems and applications.

Ability to

• Prioritize, plan, organize, direct, and assign work;
• Supervise, train, evaluate, and discipline staff;
• Interpret laws, rules, and regulations, and advise clients accordingly;
• Understand the 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;
• Interview effectively;
• Multi-task on different projects simultaneously;
• Prepare or assist clients with the preparation and processing of appropriate Veterans’ benefits claim forms, correspondence, and appeals;
• Work in a team environment;
• Communicate effectively, both orally and in writing, with people of diverse backgrounds and cultures;
• 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;
• Use computer systems and applications.