Veterans Service Officer - Outagamie County

Outagamie County; Appleton (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Outagamie County seeks a Veteran Service Officer to lead the Veterans Service Office, guiding staff and advancing access to benefits for veterans, dependents, and survivors. The role emphasizes confidentiality, collaboration, and high ethical standards.

The officer will coordinate with federal and state agencies, manage program operations, and engage with a broad community to identify unmet needs and deliver practical solutions.

Qualifications

• High school diploma or GED required.
• 3+ years of progressively responsible experience in veterans’ services, veterans’ benefits, case management, public service, benefit programs, or related field.
• Wisconsin resident and eligible for County Veterans Service Officer status.
• Ability to obtain and maintain U.S. Department of Veterans Affairs accreditation.
• Must possess and maintain a valid driver’s license.
• Bachelor’s degree preferred for leadership/advanced roles.

Responsibilities

• Provide vision, direction, and day-to-day leadership for the County Veterans Service Office, ensuring services are responsive, equitable, compliant, and aligned with County priorities.
• Develop, implement, and evaluate office goals, policies, procedures, service standards, and outreach strategies.
• Supervise, coach, train, and evaluate assigned staff; establish clear expectations; foster accountability; and support professional development.
• Build and maintain a collaborative, high-performing team culture centered on customer service, confidentiality, cultural competence, and respect for military service.
• Prepare and manage the department budget; monitor expenditures; identify grant and funding opportunities; and ensure prudent stewardship of public resources.
• Prepare reports, performance measures, and presentations for County leadership, committees, boards, and other stakeholders as assigned.
• Ensure office records, case files, financial documentation, and reporting practices comply with confidentiality, records-retention, and program requirements.
• Represent the County in professional associations, regional collaborations, veteran-service networks, public meetings, and community events.
• Advise and assist veterans, service members, dependents, and survivors in identifying and applying for available federal, state, county, and local benefits; prepare and submit claims and appeals.
• Maintain knowledge of VA and state veteran benefit programs, regulations, and procedures.
• Advocate for veterans and families when navigating complex benefits systems.
• Establish and sustain relationships with federal/state/county/tribal agencies and partners.
• Coordinate with community organizations to identify unmet veteran needs and develop practical service solutions.
• Serve as a visible leader and trusted advocate for veterans’ issues within the County and broader community.
• Promote inclusive outreach to veterans facing barriers to services.

Skills

Leadership

Budget management

Staff supervision

Communication

Confidentiality

Public speaking

Education

High school diploma or GED

Bachelor's degree in Public Administration / Social Work / Military and Veteran Studies

Job description

The Veteran Service Officer provides strategic leadership and direct services to ensure eligible veterans, service members, dependents, and survivors receive the federal, state, county, and community benefits and supports to which they are entitled. The position leads the County Veterans Service Office; develops effective partnerships with government agencies, veteran-service organizations, healthcare providers, and community partners; and promotes accessible, respectful, and confidential veteran-centered service delivery.

Hours

Monday through Friday during regular business hours. This position requires flexibility to attend meetings, conferences, public gatherings, and veteran-related events outside of regularly scheduled hours, including some evenings and weekends, as operational needs require.

Position is located at the Outagamie County Veterans Service Office at 320 S. Walnut St. in Appleton, WI

Application Deadline is October 30, 2026 at 4:00 PM

We offer a comprehensive benefits package which includes being a part of the Wisconsin Retirement System Pension: https://www.outagamie.gov/Our-County/Human-Resources/Employee-Benefits-Information

Learn more here about the retirement portion we are eligible for: https://etf.wi.gov/video/overview-wisconsin-retirement-system

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Provide vision, direction, and day-to-day leadership for the County Veterans Service Office, ensuring services are responsive, equitable, compliant, and aligned with County priorities.
• Develop, implement, and evaluate office goals, policies, procedures, service standards, and outreach strategies.
• Supervise, coach, train, and evaluate assigned staff; establish clear expectations; foster accountability; and support professional development.
• Build and maintain a collaborative, high-performing team culture centered on customer service, confidentiality, cultural competence, and respect for military service.
• Prepare and manage the department budget; monitor expenditures; identify grant and funding opportunities; and ensure prudent stewardship of public resources.
• Prepare reports, performance measures, and presentations for County leadership, committees, boards, and other stakeholders as assigned.
• Ensure office records, case files, financial documentation, and reporting practices comply with applicable confidentiality, records-retention, and program requirements.
• Represent the County in professional associations, regional collaborations, veteran-service networks, public meetings, and community events.
• Advise and assist veterans, service members, dependents, and survivors in identifying and applying for available federal, state, county, and local benefits. Prepare, develop, submit, and follow up on claims, applications, appeals, and supporting documentation related to veterans’ benefits.
• Maintain current knowledge of U.S. Department of Veterans Affairs, Wisconsin Department of Veterans Affairs, and other applicable benefit programs, regulations, policies, and procedures.
• Advocate for veterans and their families when navigating complex benefit systems and resolving barriers to care or services.
• Establish and sustain productive working relationships with federal, state, county, municipal, tribal, nonprofit, healthcare, and veteran-service partners.
• Coordinate with community organizations to identify unmet veteran needs and develop practical service solutions.
• Serve as a visible leader and trusted advocate for veterans’ issues within the County and broader community.
• Promote inclusive outreach to veterans who may face barriers to services, including rural residents, older adults, individuals with disabilities, women veterans, minority veterans, and veterans experiencing housing or behavioral-health challenges.

Minimum Qualifications

• Graduation from high school or possession of a GED equivalent.
• Three (3) or more years of progressively responsible experience in veterans’ services, veterans’ benefits, case management, public service, benefit programs, or a related field.
• Wisconsin resident.
• Meets the statutory eligibility requirements for a County Veterans Service Officer under Wis. Stat. § 45.80, including qualifying veteran status; active-duty service in the U.S. Armed Forces under honorable conditions; and applicable service-period requirements.
• Ability to obtain and maintain U.S. Department of Veterans Affairs accreditation.
• Must Possess and Maintain a Valid Driver’s License.

Preferred Qualifications

• Bachelor’s degree in Military and Veteran Studies, Public Administration, Social Work, or a closely related field.
• Current U.S. Department of Veterans Affairs accreditation.
• Experience assisting veterans, eligible dependents, or survivors with federal, state, and local veterans’ benefits, claims, and related services.

Any combination of education, training, and experience that provides the required knowledge, skills, and abilities may be considered.

• Demonstrated ability to provide leadership, supervise and coach staff, and foster effective, collaborative teams.
• Ability to represent the department professionally in public settings and build awareness of available veterans services throughout the community.
• Knowledge of trauma-informed, client-centered service practices and the unique needs of veterans, military families, dependents, and survivors.
• Demonstrated ability to advocate effectively for veterans, dependents, and survivors in navigating federal, state, and local benefit programs.
• Ability to develop and maintain collaborative relationships with the U.S. Department of Veterans Affairs, Wisconsin Department of Veterans Affairs, community agencies, service organizations, health care providers, and other governmental partners.
• Ability to administer department operations, including policy development, program evaluation, workload management, and continuous service improvement.
• Ability to develop strategic priorities and translate them into effective operational plans.
• Thorough understanding of confidentiality requirements and ethical standards applicable to client services and public records.
• Strong knowledge of veteran benefits systems and the ability to interpret complex regulations and policies.
• Excellent interpersonal, written, verbal, presentation, and public-speaking skills.
• Ability to establish trust and communicate effectively with individuals from diverse backgrounds and with varying needs.
• Sound judgment, diplomacy, discretion, and the ability to manage sensitive or emotionally challenging circumstances.
• Ability to analyze data, prepare reports, manage budgets, and use information to improve services.
• Proficiency with standard office software, case-management systems, and electronic records systems.

Leadership Competencies

• Service-focused leadership: Places veterans and their families at the center of decisions, programs, and service improvements.
• Strategic stewardship: Uses County resources responsibly while advancing sustainable, measurable improvements in veteran services.
• Collaboration: Builds strong internal and external partnerships to expand access to benefits and support.
• People leadership: Develops staff capability, promotes accountability, and creates a respectful and inclusive work environment.
• Communication: Clearly explains complex benefit information and represents the County professionally in public forums.
• Integrity and confidentiality: Handles sensitive personal information with discretion, consistency, and sound ethical judgment.
• Continuous improvement: Identifies service gaps, uses feedback and data, and implements practical improvements to strengthen outcomes for veterans.

The essential functions listed in this job description identify the fundamental duties of the position. Outagamie County will provide reasonable accommodations to qualified individuals with disabilities, consistent with the Americans with Disabilities Act (ADA), to enable them to perform the essential functions of the position, unless doing so would create an undue hardship.