Supervising Veterans Claims Representative

SUPERVISING VETERANS CLAIMS REPRESENTATIVE

Salary may be negotiable within the range listed above, based on position requirements and successful candidate's qualifications, subject to appropriate authorization.

OPEN TO THE PUBLIC
This recruitment will establish an open eligible list that will be used to fill current and future Supervising Veterans Claims Representative positions. The eligible list established may also be used to fill positions in similar and/or lower classifications throughout the County of Orange.

DEADLINE TO APPLY
This recruitment will be open for a minimum of five (5) business days and will close on Monday, August 24, 2026, at 11:59 P.M. (PT).

VETERANS SERVICE OFFICE
The County of Orange Veterans Service Office, a program within OC Community Services, advocates for the rights of veterans and dependents of the United States Armed Forces to receive benefits through the U.S. and California Department of Veterans Affairs. The office collaborates with nationally chartered veterans’ organizations, federal and state Veterans Affairs agencies, community partners to ensure that veterans and their dependents receive the entitlements they have earned for their military service.

Click here for more information on OC Community Resources.
Click here for more information on the County of Orange. 

THE OPPORTUNITY
The Supervising Veterans Claims Representative serves as a consultant in all claims matters. This position is distinguished by their lead responsibilities and involvement with the more complex and difficult claims for benefits; and may act as an advocate to advise or resolve differences between the claimant and the U.S. Department of Veterans Affairs. The position provides supervision, training, and technical direction to a team of lower classification level Veterans Claims Representatives and office support staff. The Supervising Veterans Claims Representative may (i) review new state and federal legislation and assist team members to implement changes to workflow and processes, and (ii) work with contractors, develop contract language including performance, and review invoices. Additionally, the incumbent may assist in the establishment and maintenance of outstations providing services to veterans.

Incumbent will represent the Veterans Service Office at various community events and alternate work locations, which may include working occasional weekends/holidays. The incumbent will work primarily in an office environment but may be required to attend community sites/outstations for meetings or special events.

DESIRABLE QUALIFICATIONS AND CORE COMPETENCIES
The ideal candidate will possess a minimum of two (2) years of work experience assisting the public in determining their eligibility and completing and submitting claim requests for public benefits programs (e.g., veterans’ benefits, medical insurance benefits, unemployment benefits, disability benefits, and/or Social Security benefits, AND two (2) years of experience training, mentoring, leading or supervising staff.

Additionally, at least two (2) years of work experience in utilizing client management software is highly desirable but not required.

In addition, the ideal candidate will demonstrate knowledge and experience in the following core competencies:

Technical Knowledge

• Knowledge of the Federal, State, local rules and regulations pertaining to veteran benefit programs, disability compensation claims and appeal procedures.
• Ability to interpret complex medical evidence used to support entitlement to benefits before the United States Department of Veterans Affairs.
• Knowledge of terminology to investigate and process Veterans compensation and pension benefit claims.
• Preparing reports by collecting and analyzing statistical data pertaining to Veterans' issues to identify/develop new programs. 
• Assisting the Veterans Service Officer in the implementation and coordination of newly approved programs, participating in the planning and development of new veterans' assistance programs and special projects in order to improve services to veterans.
• Proficient in Microsoft Office suite, specifically Outlook, Excel, Teams, Bookings, and Word.
• Monitoring databases to ensure system of records are maintained. 

Supervision/Leadership

• Training, coaching, providing technical direction, and mentoring team members and veterans claims representatives in order to ensure effective, efficient service.
• Performing lead duties and overseeing the work of staff engaged in assisting veterans and their dependents with preparing and filing claims for benefits.
• Assigning and aligning work products and team schedules with work priorities as outlined by the County Veterans Service Officer.
• Monitoring, reviewing, and evaluating work products and staff performance and report to County Veterans Service Officer. 
• Perform routine quality control checks to ensure claims accuracy and compliance with VA and California Department of Veterans Affairs standards.
• Monitoring Claims Representatives’ progress with claims filings to ensure consistency with Title 38 of the United States Code and Code of Federal Regulations.
• Acting as Veterans Service Office Liaison in the absence of County Veterans Service Officer.
• Reviewing new veteran legislation and assisting staff to implement changes that affect the rights of veterans and their dependents.

Interpersonal Skills/Customer Service

• Collaborating with the public and with other County, State, Federal agencies and non-profit organizations.
• Interacting in a considerate and sensitive manner regarding military related trauma issues with the ability to establish trust and confidence of the claimant while successfully processing their claim.
• Providing highest level of customer service and using emotional intelligence to effectively and patiently guiding veterans, their survivors and dependents, and other internal clients.
• Listening effectively to clients and providing empathetic and accurate responses in a timely manner.

Communication

• Possessing excellent oral and written communication skills required for gathering, evaluating, researching and preparing well organized written/oral presentations.
• Presenting complex material clearly, concisely, logically and persuasively both orally and in writing.
• Communicating and educating others regarding Veterans Services at outreach events.
• Building consensus among diverse groups for the purpose of meeting client's needs.
• Preparing letters, statements, agreements, inquiries and descriptive and statistical reports.
• Consulting with the County Veterans Service Officer to assess Veterans Service Office needs and systems.

MINIMUM QUALIFICATIONS
Please click here for details on the Supervising Veterans Claims Representative classification, including the physical, mental, environmental and working conditions.
 
NOTE: Foreign degrees require an evaluation of U.S. equivalency by an agency that is a member of the National Association of Credential Evaluation Services (N.A.C.E.S.).

License/Certification
A valid California Class C Driver's License, which must be maintained throughout employment in this class, is required at time of appointment.

Special Requirements
Must receive and maintain the United States Department of Veterans Affairs (USDVA) accreditation by passing the California Department of Veterans Affairs Accreditation Class within one year of appointment.
 
Must be able to obtain and maintain access to VetProWeb Case Management System and Veterans Benefits Management (VBMS) System or equivalent, during employment in this position.

RECRUITMENT PROCESS
Human Resource Services (HRS) will screen all application materials to identify qualified applicants. After screening, qualified applicants will be referred to the next step and notified of all further procedures applicable to their status in the competition.
 
Application Screening (Refer/Non-Refer)
Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those applicants that meet the qualifications as listed in the job bulletin will be referred to the next step.
 
Recorded Structured Oral Interview | rSOI (Weighted 100%)
The recorded Structured Oral Interview (rSOI) is a timed, recorded assessment conducted via an online platform.  Applicants will answer job-related questions on video, which will be reviewed and rated by a panel of subject matter experts using standardized evaluation criteria.  Only the most qualified candidates will move forward to the next step in the recruitment process or will be placed on the eligible list.
 
Eligible List
Once the assessment has been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.
 
Based on the County's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedures.

Veterans Employment Preference
The County is committed to providing a mechanism to give preferential consideration in the employment process to veterans and their eligible spouses and will provide eligible participants the opportunity to receive interviews in the selection process for employment and paid internship openings. Please click here to review the policy.

REASONABLE ACCOMMODATION 
The County of Orange is committed to providing reasonable accommodations to qualified individuals with disabilities. Individuals who require a reasonable accommodation during the application or selection process should notify the recruiter listed on the job posting as soon as possible. Documentation supporting the accommodation request may be required.

EMAIL NOTIFICATION 
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.    

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply. Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.  

FREQUENTLY ASKED QUESTIONS
Click here for additional Frequently Asked Questions. 
 
For specific information pertaining to this recruitment, contact Jenny Kim at [email protected] or 714-480-2861.

Orange County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.