Veteran Service Officer/ VSC Navigator

Starting Pay:

Position Description:

The Veteran Service Officer (VSO) / VSC Navigator is a VAaccredited professional responsible for independently advising veterans, service members, and their families on eligibility for federal, state, and communitybased benefits. Acting as an authorized advocate and subject matter expert, this position exercises discretion and independent judgment when evaluating client needs, interpreting benefit regulations, developing claim strategies, and navigating complex Veterans Affairs systems. In addition to direct client advisement, the VSO/Navigator plays a key role in community partnership coordination, education, and outreach, supports the operational effectiveness of the Veteran Services Center (VSC), and contributes to internal training and continuous improvement efforts. This position is expected to manage a professional caseload, make independent recommendations, and ensure highquality outcomes aligned with regulatory requirements and organizational mission.

Essential Duties and Responsibilities:

• Advises and assists persons in the Armed Forces of the United States, veterans' spouses, surviving spouses, children, parents, and dependents of the veteran in presenting claims or obtaining rights or benefits under any federal or state-specific law, including but not limited to service connected compensation, non-service disability pension, survivors' pension, documents and award requests, discharge upgrades, health benefits, and educational benefits;

• Works independently with veteran clients following required training and accreditation, exercising substantial discretion and independent judgment in the evaluation, development, and management of benefit claims.

• Determines appropriate benefits for clients by analyzing military service records, medical history, and applicable federal and state laws, including assessing which service history and medical evidence should be submitted to support optimal benefit outcomes

• Exercises professional judgment in selecting, prioritizing, and submitting evidence within the Veterans Benefits Management System (VBMS), recognizing that decisions directly affect benefit eligibility, disability ratings, and longterm veteran outcomes.

• Acts as an authorized adviser, advocate, and representative of veterans under a Limited Power of Attorney, with responsibility for guiding claims from initial filing through adjudication and appeal as appropriate.

• Interprets and applies complex and frequently changing regulations governing VA benefits; errors or omissions in judgment may result in denied or reduced claims and materially impact clients, organizational credibility, and community trust.

• Makes decisions that have significant consequences for the Veteran Services Center (VSC), including reputational risk with veterans, community partners, and federal agencies.

• Maintains access to and uses critical operational databases that directly influence daily client volume and service demand at the Veteran Services Center, requiring discretion, accuracy, and sound decisionmaking.

• Maintains files of all documentation provided to establish and support claims for benefits in compliance with all PII and HIPAA regulations; develops professional relationships with clients; works in conjunction with local, county, state, and federal agencies to advocate for clients;

• Attends continuing education classes; maintains awareness of all laws, policies, and procedures affecting veterans and their dependents; attends seminars and training;

• Reports known and suspected cases of fraud and/or misrepresentation to the appropriate persons and agencies;

• Serves as a trusted professional within the local veteran community, where perception and wordofmouth can significantly influence program utilization, partnership relationships, and organizational reputation.

• Provides subjectmatter expertise to leadership and partners regarding benefits, claim trends, and regulatory considerations that influence service delivery and operational effectiveness.

• Participates in civic functions and outreach events to inform the public about services provided to veterans and dependents.

• Develops and maintains professional relationships with local agencies serving veterans.

• Supports the VSC by welcoming and touring visitors; acts as a liaison with internal partner organizations; conducts claim clinics and other trainings as needed.

• Performs other related professional duties as assigned in support of VSC goals and mission outcomes.

Minimum Qualifications (Education, Experience, Skills):

• Must be able to obtain and maintain accreditation as a Veterans Service Officer in accordance with applicable requirements

• 3-5 years of experience in professional relationshipbased roles requiring judgment, advocacy, or advisory responsibility.

• 2-3 years of experience working with the veteran community preferred.

• Prior experience functioning as a Veterans Service Officer or equivalent accredited role strongly preferred.

• Demonstrated ability to independently interpret and apply regulatory or eligibilitybased frameworks.

• High school diploma required; additional education or military credentials preferred.

• Strong public speaking, written communication, and professional presentation skills.

• Proficiency with Microsoft Office Suite and digital case management systems.

• VFW membership preferred.

• Ability to travel as needed for trainings, clinics, and meetings.

• Ability to pass required background and drug screening, as applicable for position.

Reasonable Accommodation Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays
• These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.

Goodwill of Monocacy Valley is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws.

Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of Monocacy Valley at 1-833-624-0920 option 6 or leaves@goodwillaz.org if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

For questions about your application or employment with Goodwill of Monocacy Valley, please contact our Candidate Support Line at 1-833-624-0920, option 5.

PHISHING SCAM WARNING: Goodwill of Central and Northern Arizona/Goodwill Industries of Monocacy Valley, Inc. ("GCNA/GIMV") are among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making artificial job offers in order to collect personal and financial information from unsuspecting individuals. Please note that GCNA/GIMV only use company email addresses, which contain "@goodwillaz.org" or @gimv.org", to communicate with candidates via email. The company also uses secure tools on our website to receive data from applicants and would never ask them to submit their personal banking information to apply for an open job. If you are contacted by someone about an open job at GCNA/GIMV, please verify the domain of the sender's email address and that they are asking you to apply on this website. If you believe you have been a victim of a phishing scam, please visit the Department of Homeland Security's Cyber Smart website (https://www.cisa.gov/be-cyber-smart/campaign) to learn how to report it.