Veterans Service Representative I

About the Role

The Contra Costa Veterans Service Office helps local Veterans and their families obtain benefits from federal, state, and local agencies. As a key part of a national Veteran advocacy network, you will be the initial contact for many Veterans, ensuring their first experience is positive. The role values respect, integrity, trust, and fairness, and focuses on securing benefits through collaboration with state employees, Veterans service organizations, and U.S. Department of Veterans Affairs staff.

Responsibilities

• Lead interviews with Veterans to determine eligibility for benefits.
• Assist Veterans in applying for Federal and State benefits.
• Manage multiple claims and appeals for Veterans across various programs.
• Document case notes thoroughly and provide status updates to clients.
• Network with Federal, State, and local agencies on behalf of clients.

Why You Might Love This Job

• Make a positive impact on the lives of Veterans and their families by helping them access needed services.
• Work with a team passionate about supporting Veterans.
• Operate in an environment that values respect, integrity, trust, and fairness.

Challenges

• Engage with Veterans who have experienced trauma.
• High level of interaction with others; may not suit those who prefer working alone.
• High standards for performance and quality of work.

Competencies Required

• Critical Thinking: Analytically and logically evaluate information, propositions, and claims.
• Decision Making: Choose optimal courses of action in a timely manner.
• Fact Finding: Obtain facts and data pertaining to an issue or question.
• Industry Monitoring: Grasp external political, economic, competitive, and social factors affecting the industry.
• Legal & Regulatory Navigation: Understand, interpret, and ensure compliance with laws and regulations.
• Using Technology: Work with electronic hardware and software applications.
• Adaptability: Respond positively to change and modify behavior as needed.
• Professional Integrity & Ethics: Display honesty, adherence to principles, and personal accountability.
• Self-Management: Show personal organization, self-discipline, and dependability.
• Reading Comprehension: Understand and use written information.
• Listening: Fully comprehend spoken communication.
• Oral Communication: Engage effectively in dialogue.
• Writing: Communicate effectively in writing.
• Building & Maintaining Relationships: Establish rapport and maintain mutually productive relationships.
• Customer Focus: Attend to the needs and expectations of customers.
• Teamwork: Collaborate with others to achieve shared goals.

Requirements

Education: Possession of a bachelor's degree from an accredited college or university.

Experience: Two years of professional experience providing one-on-one eligibility and counseling services to clients of state and federal programs, including claim preparation and appeal assistance or two years of experience providing Veterans benefits claim assistance and client services within a Veterans Service Office. Qualifying experience must include research and analysis of pertinent laws, regulations, and programs.

Substitution for Education: Additional professional experience providing Veterans benefits counseling may substitute for the required education on a year-for-year basis, up to a maximum of two years.

Substitution for Experience: Active Duty experience as a commissioned officer or a non-commissioned officer in the U.S. Armed Forces may substitute for the required experience on a year-for-year basis.

Special Requirement: As a condition of employment and within the probationary period, the incumbent must obtain United States Department of Veterans Affairs (USDVA) accreditation through the California Department of Veterans Affairs (CDVA) pursuant to Title 38, Code of Federal Regulations (CFR), 14.629.