Job Description

Under general supervision, the County Veterans Service Office (CVSO) Claims Representative provides information and advice to veterans, their dependents and survivors on a variety of veterans’ program benefits, services and case management of claims for benefits. The Claims Representative interviews clients to determine client needs and eligibility for benefits in accordance with state and federal law, submits benefits claims in accordance with established procedures, and submits appeals for the correction on unjust or incorrect adjudication decisions. Incumbents are expected to exercise independent judgment when arranging and evaluating diversified data in order to establish eligibility.

ESSENTIAL DUTIES AND FUNCTIONS

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.

1. Interprets and advises veterans and their dependents in obtaining local, state, and federal benefits, establishing rights related to filing claims for benefits such as pensions, compensation, insurance, rehabilitation, education, hospitalization, medical care, burial, and in presenting evidence to prove veteran’s disabilities.  
2. Gathers evidence, makes assessments on veterans’ and their dependents’ needs to determine and initiate appropriate service plans.
3. Secures documentary evidence such as military, medical, birth, marriage and divorce records, and other required legal documents for veterans and their dependents.
4. Advises veterans and/or their dependents of their rights on benefits conferred by federal, state, and local legislation including educational, vocational training, medical, financial services, and other benefits.  
5. Advises veterans and their dependents of the provisions of the applicable federal, state and local laws, and regulations and researches, reviews, and explains legislative actions and regulatory changes. 
6. Prepares and completes appeals in cases where claims are denied.
7. Makes referrals to state, federal, and community-based programs for services and other resources.
8. Conducts hospital and home calls for individual clients.
9. Provides outreach and services to homeless veterans and veterans with disabilities.
10. Prepares correspondence to other agencies or clients regarding claims or benefits, and also as related to denials or appeals.

Qualifications

1.    Experience: Four (4) years of experience working in a federal, state, county, non-profit, or similar environment directly interviewing, counseling and assisting veterans and veterans’ dependents identify and obtain available benefits;

AND  

2.    License and Certification: Accreditation by the California Department of Veteran Affairs (pursuant to Title 38, code of Federal Regulations, 14.629) must be obtained within six (6) months of employment.

SUBSTITUTION:

Accreditation by the California Department of Veterans Affairs (pursuant to Title 38, code of Federal Regulations, 14.629) at the time of application may substitute for up to one (1) year of the required experience.  

DESIRABLE QUALIFICATIONS 

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

• Experience managing and implementing culturally competent or multi-cultural community engagement and communications for a governmental agency, non-profit organization, or similar organization focused on multicultural communications.

VERIFICATION OF EXPERIENCE AND/OR EDUCATION:

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements”

NOTE: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

SELECTION PROCEDURES:

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

MINIMUM QUALIFICATION SUPPLEMENTAL QUESTIONNAIRE (MQSQ): Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.”   

EXAM COMPONENTS:

EXAMINATION PLAN FOR THIS RECRUITMENT CONSISTS OF A SUPPLEMENTAL QUESTIONNAIRE EXAM WEIGHTED AT 100% OF THE CANDIDATES EXAM SCORE.  

Additional Information

ELIGIBLE LIST/SCORE REPORT: A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be of 12 months, and may be extended with the approval of the Human Resources Director. 

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2021-22.pdf.

TERMS OF ANNOUNCEMENT AND APPEAL RIGHTS:  

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/.] The terms of this announcement may be appealed under Civil Service Rule 110.4. Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5414 by close of business on the 5th business day following the issuance date of this examination announcement. Information concerning other Civil Service Commission Rules involving announcements, applications, and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules. 

ADDITIONAL INFORMATION REGARDING EMPLOYMENT WITH THE CITY AND COUNTY OF SAN FRANCISCO:  

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY

Applications for City and County of San Francisco jobs are ONLY accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen 

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. FAILURE TO RECEIVE THIS EMAIL MEANS THAT THE ONLINE APPLICATION WAS NOT SUBMITTED OR RECEIVED.

EXAM ANALYST INFORMATION: If you have any questions regarding this recruitment or application process, please contact exam analyst Dorys Lorio, at dorys.lorio@sfgov.org. 

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.