Veteran Service Officer/ VSC Navigator

Goodwill of Central and Northern Arizona•Frederick, MD

About The Position

The Veteran Service Officer (VSO) / VSC Navigator is a VA‑accredited professional responsible for independently advising veterans, service members, and their families on eligibility for federal, state, and community‑based benefits. Acting as an authorized advocate and subject matter expert, this position exercises discretion and independent judgment when evaluating client needs, interpreting benefit regulations, developing claim strategies, and navigating complex Veterans Affairs systems. In addition to direct client advisement, the VSO/Navigator plays a key role in community partnership coordination, education, and outreach, supports the operational effectiveness of the Veteran Services Center (VSC), and contributes to internal training and continuous improvement efforts. This position is expected to manage a professional caseload, make independent recommendations, and ensure high‑quality outcomes aligned with regulatory requirements and organizational mission.

Requirements

Must be able to obtain and maintain accreditation as a Veterans Service Officer in accordance with applicable requirements
3–5 years of experience in professional relationship‑based roles requiring judgment, advocacy, or advisory responsibility.
2–3 years of experience working with the veteran community preferred.
Prior experience functioning as a Veterans Service Officer or equivalent accredited role strongly preferred.
Demonstrated ability to independently interpret and apply regulatory or eligibility‑based frameworks.
High school diploma required; additional education or military credentials preferred.
Strong public speaking, written communication, and professional presentation skills.
Proficiency with Microsoft Office Suite and digital case management systems.
VFW membership preferred.
Ability to travel as needed for trainings, clinics, and meetings.
Ability to pass required background and drug screening, as applicable for position.

Nice To Haves

2–3 years of experience working with the veteran community preferred.
Prior experience functioning as a Veterans Service Officer or equivalent accredited role strongly preferred.
additional education or military credentials preferred.
VFW membership preferred.

Responsibilities

Advises and assists persons in the Armed Forces of the United States, veterans’ spouses, surviving spouses, children, parents, and dependents of the veteran in presenting claims or obtaining rights or benefits under any federal or state-specific law, including but not limited to service connected compensation, non-service disability pension, survivors’ pension, documents and award requests, discharge upgrades, health benefits, and educational benefits
Works independently with veteran clients following required training and accreditation, exercising substantial discretion and independent judgment in the evaluation, development, and management of benefit claims.
Determines appropriate benefits for clients by analyzing military service records, medical history, and applicable federal and state laws, including assessing which service history and medical evidence should be submitted to support optimal benefit outcomes
Exercises professional judgment in selecting, prioritizing, and submitting evidence within the Veterans Benefits Management System (VBMS), recognizing that decisions directly affect benefit eligibility, disability ratings, and long‑term veteran outcomes.
Acts as an authorized adviser, advocate, and representative of veterans under a Limited Power of Attorney, with responsibility for guiding claims from initial filing through adjudication and appeal as appropriate.
Interprets and applies complex and frequently changing regulations governing VA benefits; errors or omissions in judgment may result in denied or reduced claims and materially impact clients, organizational credibility, and community trust.
Makes decisions that have significant consequences for the Veteran Services Center (VSC), including reputational risk with veterans, community partners, and federal agencies.
Maintains access to and uses critical operational databases that directly influence daily client volume and service demand at the Veteran Services Center, requiring discretion, accuracy, and sound decision‑making.
Maintains files of all documentation provided to establish and support claims for benefits in compliance with all PII and HIPAA regulations; develops professional relationships with clients; works in conjunction with local, county, state, and federal agencies to advocate for clients
Attends continuing education classes; maintains awareness of all laws, policies, and procedures affecting veterans and their dependents; attends seminars and training
Reports known and suspected cases of fraud and/or misrepresentation to the appropriate persons and agencies
Serves as a trusted professional within the local veteran community, where perception and word‑of‑mouth can significantly influence program utilization, partnership relationships, and organizational reputation.
Provides subject‑matter expertise to leadership and partners regarding benefits, claim trends, and regulatory considerations that influence service delivery and operational effectiveness.
Participates in civic functions and outreach events to inform the public about services provided to veterans and dependents.
Develops and maintains professional relationships with local agencies serving veterans.
Supports the VSC by welcoming and touring visitors; acts as a liaison with internal partner organizations; conducts claim clinics and other trainings as needed.
Performs other related professional duties as assigned in support of VSC goals and mission outcomes.

Benefits

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:
5 Medical Plans
Employer Funded Health Reimbursement Account (HRA)
3 Dental Plans
Vision Plan
401K
Employer Paid Life Insurance
Employee Assistance Program (EAP)
Paid Time Off; Sick and Vacation
Paid Holidays
These are just a few highlights of our key benefit offerings!