Veterans' Services Officer

Waukesha County•Waukesha, WI

11h•Onsite

About The Position

The Veterans' Services Officer leads and administers veterans’ services, overseeing staff priorities, service standards, workload expectations, cross-training, recruitment, onboarding, coaching, professional development, performance management, and corrective action. The role promotes a professional, respectful, trauma-informed, and customer-focused work environment. The officer coordinates veterans’ claims, applications, decision-review requests, and appeals within the scope of Veterans Affairs accreditation and applicable law. The position provides non-clinical benefits counseling, advocacy, service navigation, and referrals, and helps clients connect with resources for behavioral health, substance use, housing, financial stability, employment, transportation, caregiver support, legal needs, and crisis services. Matters requiring legal representation, clinical treatment, or specialized services are referred to qualified providers or partners. The role protects confidential client and County information, maintains accurate and secure electronic and paper records, and complies with privacy, information-security, records-retention, and public-records requirements. It identifies and administers eligible grants, tracks program performance measures, maintains procedures for consistent and equitable service delivery, and coordinates with County departments and community partners as needed. The officer maintains continuity-of-operations procedures and prepares staff to maintain essential services during absences, emergencies, and operational disruptions. The position uses County-approved case-management, records-management, VA and Wisconsin Department of Veterans Affairs systems, databases, productivity applications, and virtual-meeting tools, and maintains current knowledge of veterans’ benefits, law, privacy, ethics, trauma-informed service practices, and County policies. This is an in-person position with a regular Monday-through-Friday schedule, 8:00 a.m. to 4:30 p.m. Occasional work outside normal business hours may be required for veteran events, public meetings, trainings, emergency activations, or other operational needs. Candidates advancing in the selection process must pass a Civil Service examination, tentatively planned before or on 11/20/2026.

Requirements

Two years of work experience providing social or financial guidance and counseling to clients, or in a closely related field.
Obtain Veterans Affairs General Counsel Accreditation within 18 months of hire.
Meet any special requirements set forth in the Wisconsin State Statutes.
Valid driver’s license.
Candidates advancing in the selection process must complete and achieve a passing score on a Civil Service examination.
Applicants must be currently authorized to work in the United States on a full-time basis; the County does not sponsor work visas.

Nice To Haves

Bachelor’s degree, preferably with a major in business administration or the social sciences; a bachelor’s degree is preferred but not required.

Responsibilities

Establish staff work priorities, service standards, workload expectations, and cross-training plans.
Participate in staff recruitment, onboarding, coaching, professional development, performance management, and corrective action in accordance with County policy.
Promote a professional, respectful, trauma-informed, and customer-focused work environment.
Protect confidential client and County information and comply with privacy, information-security, records-retention, and public-records requirements.
Maintain secure and accurate electronic and paper client records.
Coordinate preparation of claims, applications, decision-review requests, and appeals within the scope of Veterans Affairs accreditation and applicable law.
Provide non-clinical benefits counseling, advocacy, service navigation, and referral assistance.
Help clients access resources related to behavioral health, substance use, housing, financial stability, employment, transportation, caregiver support, legal needs, and crisis services.
Refer matters requiring legal representation, clinical treatment, or specialized services to qualified providers or partners.
Identify and administer eligible grants and funding opportunities supporting veterans’ programs and services.
Develop and track program performance measures, including claims activity, benefits awarded, client contacts, outreach, appointment access, referrals, grant compliance, and customer-service results.
Maintain procedures that support consistent, timely, and equitable delivery of veterans’ services.
Coordinate with County departments and other partners as needed.
Maintain continuity-of-operations procedures for critical services, records, claims assistance, staff communications, and public information during emergencies or disruptions.
Ensure staff are cross-trained and prepared to maintain essential services during absences, emergencies, or operational disruptions.
Use secure County-approved case-management, records-management, VA and Wisconsin Department of Veterans Affairs systems, databases, productivity applications, and virtual-meeting tools.
Maintain current knowledge of veterans’ benefits, claims procedures, federal and state law, privacy requirements, ethics, trauma-informed service practices, and County policies.
Complete required County training and relevant continuing education.

Benefits

Health, dental, and vision insurance.
Life insurance.
Paid time off, including vacation, 10 holidays, 3 floating holidays, and accrued sick time that rolls over each year.
Pension plan with employer match and lifetime retirement payment.
Optional tax-advantaged 457 retirement savings plan.
Performance-based merit increases and non-base performance awards.
Employee wellness program with programs and tools supporting health and well-being.
On-site health and wellness clinic.
Professional development opportunities.
On-site fitness center.
Free parking.