Under direction, supervises, assigns, and coordinates the work and training of Veteran Service Representatives and support staff; acts on behalf of the Deputy Director Veteran Services; directs staff and performs work of the most complex veterans’ benefits and rights cases; and does related or other work as required in accordance with Rule 3, Section 3 of the Civil Service Rules.
CLASS CHARACTERISTICS
This is the working supervisor level classification in the Veterans Service Representative series. An incumbent in this class is responsible for directing and supervising the work of technical staff and assists with overseeing the operations and administration of the Veterans Services Office.
TYPICAL DUTIES
Plans, assigns, supervises, and trains staff in the preparation and submission of claims for veterans and their dependents; ensures proper work methods are applied in compliance with established policy, procedure, and regulations; handles most complex cases and matters pertaining to developing claims, collecting evidence, and preparing case files.
Assists clients in securing evidence to complete claim package, including legal documents, medical records, service records and other documentation which supports entitlement to benefits; works closely with mental health specialists, healthcare providers, and caregivers to ensure appropriate treatment/services are received.
Assists the Deputy Director Veterans Services in the day-to-day operations and personnel management of the division including hiring, employee relations, performance management, and discipline of subordinate staff; reviews and evaluates the work of Veterans Service Representatives and other staff as assigned.
Conducts outreach; addresses groups regarding functions and responsibilities of the office; visits homes, hospitals or other sites as required; collaborate with community-based organizations; create and facilitate training for outside organizations and internal staff to further develop the veterans’ services programs and services.
Keeps abreast of all state and federal regulations and laws that pertains to veterans’ benefits and rights; reviews and implements legal and regulatory changes affecting veterans’ services, benefits, or rights; assists in the development and implementation policies, procedures, and training.
Conduct training and workshops for staff related to veterans’ benefits, regulatory training, certification training and database systems. Extend applicable training to community-based organizations.
Maintain effective records related to case files, collection of subvention data and reports to ensure compliance with state and federal regulations; participates in and provides data for audits.
Act in the absence of the Deputy Director Veterans Services as assigned.
MINIMUM QUALIFICATIONS
EITHER PATTERN I
Experience: Two years as a Veterans Service Representative II in San Joaquin County service.
OR PATTERN II
Education: Completion of 60 semester (or 90 quarter) units from an accredited college or university with course work in military science, business or public administration, psychology, health science, social science or a related field.
Experience: Three years of progressively responsible experience working directly with veterans to determine their eligibility for benefits and help them prepare benefit claims, in a county veteran’s service office, a veteran’s service contact office, a Veterans Administration regional office, or a military installation. Additional experience may be substituted for the required education on a year-for-year basis.
AND FOR BOTH PATTERNS
Special Requirements: Must have completed a course of instruction in Veterans Benefits as prescribed by Title 38, Code of Federal Regulations 14.629 AND be accredited by the California Department of Veterans Affairs as a Service Organization Representative. Must obtain United States Department of Veterans Affairs automated systems access (requires a successful federal background investigation, successful national agency check and sponsorship by the California Department of Veterans Affairs) within one year of appointment. Failure to maintain accreditation or obtain and maintain automated systems access may result in release of employment. National Associate of County Veterans Service Officers accreditation is desired.
License: Possession of a valid California driver’s license
KNOWLEDGE
Federal, state and local laws relating to veterans’ rights, benefits and obligations; methods and techniques of data collection and evaluation; basic principles of human behavior; methods and techniques for maintaining records and filing systems; relevant community resources and service programs, and the procedures of obtaining services; public relations, interviewing and counseling methods and techniques; medical terms used in veterans-related legislation, regulations and claims presentation; modern office automation technology and standard office computer software programs.
ABILITY
Plan, direct, assign, evaluate and supervise the work of others; understand and perform employee counseling, remediation, and discipline; read, understand, and apply laws and regulations pertaining to the rights and benefits of veterans; elicit information from veterans and their family members; collect, interpret, analyze, and assemble data from various sources into a claim; communicate effectively, both orally and in writing; establish and maintain effective working relationships with others; operate computers and related software and apply computer applications to departmental functions; make daily travel throughout San Joaquin County; prepare and give public presentations; prepare reports and correspondence; maintain records.
PHYSICAL/MENTAL REQUIREMENTS
Mobility—operation of a data entry device; repetitive motion; sitting, standing, walking for extended periods of time; driving; occasional pushing, pulling, bending, squatting; Lifting—frequently 5 pounds or less; occasionally 5 to 30 pounds; Visual—constant good overall vision and reading/close-up work; read computer screens; frequent color perception and use of eye/hand coordination; occasional use of depth perception and peripheral vision; Dexterity—reaching; grasping; repetitive motion; writing; Hearing/Talking—frequent hearing of normal speech, hearing/talking on the telephone, talking in person; Emotional/Psychological—frequent decision making, concentration, and public contact; public speaking; deal with emergency situations; Special Requirements—some assignments may require working weekends/nights; working alone; Environmental—occasional exposure to varied weather conditions.
San Joaquin County complies with the Americans with Disabilities Act and, upon request, will consider reasonable accommodations to enable individuals with disabilities to perform essential job functions.
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