Veterans Claims Representative

County of Orange•Orange County, CA

6d•Onsite

About The Position

The County of Orange Veterans Service Office, within OC Community Services, advocates for veterans and their dependents to receive benefits through the U.S. and California Departments of Veterans Affairs. The office works with veterans’ organizations, government agencies, and community partners to help clients obtain benefits earned through military service. The Veterans Claims Representative interviews veterans, dependents, and survivors to determine benefit eligibility and identify entitlements; prepares and submits claims within established timelines; and applies federal and state veterans’ benefits laws and procedures. The position involves managing a high-volume caseload, maintaining accurate case notes and documentation, preparing reports, and balancing appointments, calls, and outreach activities. Representatives may discuss sensitive experiences, including PTSD and Military Sexual Trauma, while maintaining empathy, professional boundaries, productivity, and timely claims processing. The position works primarily in an office environment, with attendance at community sites, outstations, meetings, and special events as needed. Occasional evening, weekend, or holiday assignments may be required. Within one year of appointment, incumbents must obtain and maintain USDVA accreditation by passing the California Department of Veterans Affairs Accreditation Class. They must also pass reference and background checks and obtain and maintain access to the VetProWeb Case Management System and Veterans Benefits Management System (VBMS), or equivalent.

Requirements

At least one year of experience assisting with completing and submitting claim requests and determining eligibility for public benefits programs, such as veterans’, medical insurance, unemployment, disability, or Social Security benefits; OR at least one year of experience providing resources or benefits information directly to veterans or military personnel and their families.
Ability to understand and apply complex federal and state regulations.
Ability to conduct assessments and provide counseling to obtain clear and concise case histories.
Ability to independently manage a caseload and develop strategies for timely, accurate claim resolution.
Ability to prepare reports on clients served, claims submitted, and benefits awarded.
Strong organization and ability to manage many cases simultaneously.
Strong written and verbal communication skills to explain benefits clearly and concisely.
Empathy and respect for veterans and their families while maintaining productivity and professional boundaries during emotional conversations.
Ability to work independently while following established procedures, seek clarification when needed, and apply feedback promptly.
Persistence and attention to detail in processing claims.
Punctuality and consistent attendance.
Within one year of appointment, obtain USDVA accreditation by passing the California Department of Veterans Affairs Accreditation Class and maintain that accreditation.
Pass the reference and background check process.
Obtain and maintain access to the VetProWeb Case Management System and Veterans Benefits Management System (VBMS), or equivalent.
Foreign degrees must have U.S. equivalency evaluated by an agency that is a member of the National Association of Credential Evaluation Services (N.A.C.E.S.).

Responsibilities

Interview veterans, dependents, and survivors to determine eligibility for benefits and identify possible entitlements.
Prepare, complete, and submit benefit claims accurately within established timelines, including a two-business-day filing timeline.
Apply federal and state veterans’ benefits laws, including Title 38 U.S. Code and VA M21-1 procedures.
Maintain detailed case notes and complete, accurate documentation for audit purposes.
Manage a high-volume caseload while balancing in-office appointments, phone calls, and outreach events.
Discuss sensitive subjects professionally and empathetically while maintaining focus on required work and claim-processing deadlines.
Represent the Veterans Service Office at community events and alternate work locations, including occasional evening, weekend, or holiday assignments.
Conduct assessments and provide counseling to obtain clear and concise case histories, emphasizing military service information relevant to benefit claims.
Independently manage veterans’ claims and develop strategies for timely and accurate resolution.
Prepare reports detailing clients served, claims submitted, and benefits recovered as awarded by the USDVA.
Serve as a resource for veterans, families, community members, county agencies, and partners by resolving benefit problems and communicating information clearly.
Identify and address barriers to veterans’ access to benefits and take action to support timely claim resolution and maximize benefits awarded.