VETERAN SERVICES REPRESENTATIVE

Job Specifications

COUNTY OF SANTA

DEFINITION

Under direction, interviews, advises and assists veterans and their dependents in understanding and obtaining the benefits to which they are entitled under federal, state and local legislation; carries a service caseload and develops service plans which may include the need for specialized social services, provides information about available services and arranges for referral of clients to appropriate resources; perform other work as required.

DISTINGUISHING CHARACTERISTICS

This is a journey level class with incumbents performing veteran benefit counseling and advocacy. Incumbents work without direct supervision and may be assigned to work in a satellite operation or to provide off-site (e.g., in-home) services. Incumbents gather, arrange and evaluate a large volume of diversified data to establish veterans eligibility for entitlements as provided by federal, state and local legislation and are required to use assessment, interviewing, crisis intervention and counseling skills to perform moderate to complex casework services.

TYPICAL TASKS

Prepares and submits appeals contesting decisions denying claims or the benefit amount awarded clients; researches and evaluates applicability of regulations and documents supporting claims; may represent clients before appeals board; interviews veterans and their dependents for information needed to determine eligibility for a variety of benefits and services; discusses sensitive matters (e.g., marital or medical history) with veterans and their dependents; advises and assists them in establishing their rights to veterans benefits such as pensions, education, insurance, hospitalization, home loans, out-patient medical care and burial; processes applications for benefits; answers general inquiries made by phone and in person; provides information regarding claims procedures, and eligibility criteria; deals with clients of various socio-economic levels and temperaments; makes referrals to other agencies; conducts routine briefing sessions as needed; communicates with representatives of other agencies to determine status or explain circumstances of claim submitted; clarifies regulations; communicates and makes client referrals; prepares and maintains work records and case files; maintains currency with legislation and regulations; completes claim forms for a variety of benefits and programs; prepares transmittal letters; orders documents (e.g., marriage licenses, medical records, school transcripts) needed to support claims; establishes and follows up on case files; may be assigned routine administrative duties; inputs, accesses and analyzes data using a computer terminal, including preparing reports for higher authority. Acts as Local Area Network (LAN) administrator and primary liaison with other Management Information Services (MIS); researches, interprets and explains applicable federal and state laws, regulations and documents supporting claims; obtains documentation of discharges, births, marriages, divorce of veterans and dependents, deaths, naturalization, and other types of evidence in support of application or claims; assists in presenting evidence to prove veterans disability or preference rating; refers veterans and their dependents to other governmental agencies, veterans groups and service organizations; corresponds with the Veterans' Administration, local and state governmental agencies and with veterans or their representative in regard to claims or benefits; schedules medical appointments for evaluation of disabilities, general health care and welfare of veterans and dependents; makes field call visits to homes, hospitals and other agencies; may act for the County Veterans Services Officer as assigned.

EMPLOYMENT STANDARDS

Knowledge:

Working knowledge of:

• Federal, state and local laws and regulations governing veterans' rights, benefits and obligations.
• Problem solving techniques used to clarify or resolve discrepancies between regulatory guidelines and veterans' claims and supportive evidence.
• Interviewing techniques.
• Veterans claims and appeal practices and procedures.
• Community organizations and resources available to veterans and their families.
• Social casework objectives, principles, methods, and caseload management and organization.

Some knowledge of:

• Principles of human behavior and development, psychological defense mechanisms, and stress reactions.
• Laws, policies and administrative procedures of County social service programs.
• Social and economic factors which may influence a veteran's life.
• Medical terms used in legislation, regulations and claims presentation.
• Addition, subtraction, multiplication and division.

Ability to:

• Understand, interpret and apply complex laws and regulations on the rights and benefits to which veterans and their dependents are legally entitled.
• Speak, write and interview effectively in a variety of locations and circumstances.
• Listen attentively and ask pertinent questions.
• Analyze and evaluate problems of individual veterans and their families and recommend effective solutions or alternatives.
• Speak effectively before groups.
• Prepare clear and concise correspondence and maintain records.
• Establish and maintain effective working relationships with those contacted through the course of work.
• Gather, record and evaluate information necessary for initial and continuing eligibility entitlements for a variety of veterans benefits.

Education and Experience:

Any combination of education and experience which would provide the required knowledge and abilities is qualifying, unless otherwise specified. A typical way to obtain these would be: Two years of experience in an agency or program administering, assisting or advocating for veterans' benefits. Completion of the equivalent to 30 semester units in social welfare, psychology, sociology or other behavioral science from an accredited college may be substituted for up to 6 months of the required experience.

Special Requirements:

• Successful completion of a course of instructions in Veterans Benefits as prescribed by Title 38, Code of Federal Regulations 14.629. Accreditation by the California Department of Veterans Affairs is required within 6 months of appointment.
• Possession of a valid California Class "C" Driver's license or must be able to provide suitable transportation which is approved by the appointing authority.