Veterans Claims Representative

County of Orange; Santa Ana (CA); On-site; USD 55,000 - 90,000; Full time

Job summary

County of Orange seeks a Veterans Claims Representative to assist veterans, dependents, and survivors in evaluating eligibility for benefits and preparing claims under federal and state regulations. This role requires meticulous record-keeping, adherence to deadlines, and empathy when discussing difficult topics.

Incumbents will manage a high-volume caseload, coordinate with the Veterans Service Office, and participate in community events.

Qualifications

• Experience assisting with completing and submitting benefit claims.
• Ability to apply complex federal and state regulations.
• Ability to independently manage a caseload of veterans’ claims.
• Strong communication and empathy with veterans.

Responsibilities

• Interview veterans, dependents, and survivors to determine eligibility for benefits.
• Accurately prepare, complete, and submit benefit claims within established timelines (2 business days).
• Apply federal and state veterans’ benefits laws, including Title 38 U.S. Code and VA M21-1 procedures.
• Maintain detailed case notes and ensure all documentation is accurate and complete for audit purposes.
• Manage a high-volume caseload while balancing in-office appointments, phone calls, and outreach events.
• Represent the Veterans Service Office at community events, which may include occasional evenings, weekends, or holiday assignments.

Skills

Regulatory knowledge

Case management

Counseling skills

Emotional resilience

Organizational skills

Job description

VETERANS CLAIMS REPRESENTATIVE

OPEN TO THE PUBLIC

This recruitment will establish an open eligible list that will be used to fill current and future Veterans Claims Representative positions. The eligible list established may also be used to fill positions in similar and/or lower classifications throughout the County of Orange.

DEADLINE TO APPLY

This recruitment will be open for a minimum of five (5) business days and will close on Friday, November 20, 2026, at 11:59 P.M. (PT).

VETERANS SERVICE OFFICE

The County of Orange Veterans Service Office, a program within OC Community Services, advocates for the rights of veterans and dependents of the United States Armed Forces to receive benefits through the U.S. and California Department of Veterans Affairs. The office collaborates with nationally chartered veterans’ organizations, federal and state Veterans Affairs agencies, community partners to ensure that veterans and their dependents receive the entitlements they have earned for their military service.

THE OPPORTUNITY

The Veterans Claims Representative is a highly specialized, fast-paced role that requires the ability to learn and apply complex federal and state regulations, manage a high caseload, and meet strict filing deadlines. This position is ideal for individuals who are:

• Comfortable working with detailed policies, laws and claim forms
• Able to work independently while following established procedures
• Emotionally resilient and able to hear difficult stories from veterans without losing focus on required tasks
• Highly organized, with strong follow-through to ensure claims are processed accurately and on time

Primary Duties Include:

• Interview veterans, dependents, and survivors to determine eligibility for benefits and identify all possible entitlements
• Accurately prepare, complete, and submit benefit claims within established timelines (2 business days)
• Apply federal and state veterans’ benefits laws, including Title 38 U.S. Code and VA M21-1 procedures
• Maintain detailed case notes and ensure all documentation is accurate and complete for audit purposes
• Manage a high-volume caseload while balancing in-office appointments, phone calls, and outreach events
• Maintain professionalism and empathy while discussing sensitive subjects such as Post-Traumatic Stress Disorder (PTSD) or Military Sexual Trauma (MST), without allowing these conversations to delay claim processing
• Represent the Veterans Service Office at community events, which may include occasional evenings, weekends, or holiday assignments

The Role:

• Workload: You will regularly meet with multiple clients per day, each with unique and sometimes complex needs. The role demands a high level of productivity and efficiency
• Deadlines: Claims must be filed within specific timelines — missing deadlines can delay or jeopardize benefits for veterans
• Regulatory Focus: Success in this position depends on your ability to quickly learn and apply complex regulations with minimal supervision
• Emotional Impact: Many clients share personal, difficult stories. While compassion is essential, you must also be able to remain task-focused and maintain professional boundaries
• Accountability: Performance is evaluated on claim accuracy, timeliness, and adherence to policies as much as on customer service skills

Incumbents will represent the Veterans Service Office at various community events and alternate work locations, which may include working occasional weekends/holidays. The incumbent will work primarily in an office environment but may be required to attend community sites/outstations for meetings or special events.

DESIRABLE QUALIFICATIONS AND CORE COMPETENCIES

The ideal candidate will possess a minimum of one (1) year of experience assisting with completing and submitting claim requests and determining eligibility for public benefits programs (e.g., veterans’ benefits, medical insurance benefits, unemployment benefits, disability benefits, and/or Social Security benefits), OR one (1) year of experience providing resources or benefits information directly to Veterans or military personnel and families.

In addition, the ideal candidate will also have extensive experience in the following core competencies:

Technical Skills & Experience

• Ability to understand and apply complex federal and state regulations
• Ability to conduct assessments and provides counseling to obtain clear and concise case histories, with emphasis on military service information
• Ability to independently manage a caseload of veterans’ claims, developing and implementing appropriate strategies to ensure timely and accurate resolution
• Ability to prepare reports for the Veterans Service Office detailing the number of clients served, the number and types of claims submitted, and the benefits recovered as awarded by the USDVA
• Highly organized, with the ability to manage a large number of cases simultaneously

Communication

• Empathy and respect for veterans and their families, while maintaining productivity standards.
• Ability to handle emotional conversations without becoming emotionally overwhelmed or delaying required work.
• Strong written and verbal communication skills to explain benefits clearly and concisely.
• Serves as a resource for the community, county agencies, county partnerships and veterans who are aging, disabled, or dependents by resolving problems with existing benefits and conveying information clearly and effectively

Self-Management & Initiative

• Works well independently while following established procedures
• Proactively seeks clarification when needed and applies feedback immediately
• Demonstrates persistence and attention to detail in processing claims
• Punctuality and consistent attendance are critical in this role, as missed appointments or delays can directly impact a veteran’s ability to receive timely benefits
• Proactively identifies and addresses barriers to veterans’ benefit access, taking independent action to ensure timely claim resolution and maximize benefits awarded

MINIMUM QUALIFICATIONS

NOTE: Foreign degrees require an evaluation of U.S. equivalency by an agency that is a member of the National Association of Credential Evaluation Services (N.A.C.E.S.).

SPECIAL REQUIREMENTS

• Within one (1) year of appointment, incumbents must receive and maintain the United States Department of Veterans Affairs (USDVA) accreditation by passing the California Department of Veterans Affairs Accreditation Class
• Incumbents must pass the reference and background check process
• Incumbents must also be able to obtain and maintain their accreditations and all access to VetProWeb Case Management System and Veterans Benefits Management (VBMS) System or equivalent, during employment in this position

RECRUITMENT PROCESS

Human Resource Services (HRS) will screen all application materials to identify qualified applicants. After screening, qualified applicants will be referred to the next step and notified of all further procedures applicable to their status in the competition.

Application Screening (Refer/Non-Refer)

Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those applicants that meet the qualifications as listed in the job bulletin will be referred to the next step.

Online Assessment (Un-proctored, Weighted 100%)

Applicants who meet desirable qualifications will be invited to participate in one or more job related assessments. Applicants will be notified of their test date and access code, if applicable. Only the most qualified candidates will move forward to the next step in the recruitment process or will be placed on the eligible list.

Eligible List

Once the assessment has been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

Based on the County's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedures.

REASONABLE ACCOMMODATION

The County of Orange is committed to providing reasonable accommodations to qualified individuals with disabilities. Individuals who require a reasonable accommodation during the application or selection process should notify the recruiter listed on the job posting as soon as possible. Documentation supporting the accommodation request may be required.

EMAIL NOTIFICATION

Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply. Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.

FREQUENTLY ASKED QUESTIONS

For specific information pertaining to this recruitment, contact Jenny Kim at [e-mail] or 714-480-2861.

Orange County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.