Supervising Veterans Claims Representative

Job Description:

Supervising Veterans Claims Representative

Description

CAREER DESCRIPTION

SUPERVISING VETERANS CLAIMS REPRESENTATIVE

SALARY INFORMATION

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 is being held to establish an open eligible list to fill current and future Supervising Veterans Claims Representative vacancies within OC Community Resources/OC Community Services. This recruitment may also be used to fill positions in similar and/or lower-level classifications throughout the County of Orange.

DEADLINE TO APPLY

Qualified applicants are encouraged to apply immediately, as this recruitment will close on

Thursday, September 11, 2025, at 11:59 PM (PT).

THE COUNTY
The County of Orange is a regional service provider and planning agency whose core businesses include public safety, public health, environmental protection, regional planning, public assistance, social services and aviation. Click here for more information.

OC COMMUNITY RESOURCES (OCCR)
OC Community Resources is a multi-faceted department comprised of OC Animal Care, OC Community Services, OC Housing & Community Development, OC Parks, and OC Public Libraries. Click here for more information.

VETERANS SERVICE OFFICE
The County of Orange Veterans Service Office, a program within OC Community Services, actively pursues the rights of veterans and dependents of the United States Armed Forces to receive U.S. and California Department of Veterans Affairs benefits. We will work collaboratively with nationally chartered veterans’ organizations, the U.S. and California Department of Veterans Affairs and others to assure that veterans and their dependents receive the entitlements they have earned for their military service. Click here for more information on the Veterans Service Office.

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 & CORE COMPETENCIES
The ideal candidate will possess a minimum of two (2) years of experience assisting with completing and submitting claim requests and determining eligibility for public benefits programs (e.g., veterans’ benefits, medical insurance benefits, unemployment benefits, disability benefits, and/or Social Security benefits), AND at least two (2) years of work experience in utilizing client management software AND two (2) years of experience training, mentoring, leading or supervising staff. This experience is required.

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

TECHNICAL EXPERTISE | VETERANS SERVICE INDUSTRY

• Knowledge in 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 information regarding the complete classification description, including the minimum qualifications, for Supervising Veterans Claims Representative.

RECRUITMENT PROCESS
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.

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 in the recruitment process.

Recorded Structured Oral Interview (rSOI) | (Weighted 100%)
The rSOI is a timed oral interview conducted virtually through an online vendor. Applicants will be given a series of structured questions designed to elicit the applicant's qualifications for the job. All applicant responses will be video recorded so that they can be evaluated against pre-determined criteria by a panel of job knowledge experts. Only the most successful candidates will be placed on the eligible list.

Based on the Department's needs, the selection procedures above may be modified. Candidates will be notified of any changes in the selection procedures.

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.

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.

ADDITIONAL INFORMATION

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 Jamiee Lang at jamiee.lang@occr.ocgov.com

EEO INFORMATION

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

Non-Management Benefits
In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays--we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System (OCERS).

Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.
http://www.ocers.org/active-member-information

Click here for information about benefits offered to County of Orange employees.

Closing Date/Time: 9/11/2025 11:59 PM Pacific

Salary:

$70,220.80 - $94,660.80 Annually