4233 Veterans Claims Representative Supervisor

Recruitment #CBT-4233-096576



This announcement has been amended and extended to reflect changes with the announcement close date and the certification rule.  Applicants who already applied under Recruitment PBT-4233-096576 during the filing period August 7, 2019 through August 21, 2019 need not reapply and will be included in the applicant pool


8/20/19: Extended application deadline to August September 4, 2019

8/21/19: Certification Rule changed; extended application deadline to September 5, 2019


Who We Are

The mission of the Department of Aging and Adult Services (DAAS) is to support the well-being, safety and independence of adults with disabilities, older people and veterans.

The Department of Aging and Adult Services is a part of the Human Services Agency (HSA).  HSA is the central resource which delivers public assistance, child welfare, and aging and adult services to the citizens of San Francisco. Its mission is to promote well-being and self-sufficiency among individuals, families, and communities in San Francisco. HSA was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Aging and Adult Services. The Office of Early Childhood Education joined the Agency in 2014.

What We Do

The Department of Aging and Adult Services is specifically charged with planning, coordinating, and advocating for community-based services and is dedicated to the well-being, safety, and independence of adults with disabilities, older people, and their support systems. DAAS coordinates an integrated, comprehensive range of social and long-term care services that fosters independence and self-reliance. DAAS protects the rights and assets of those who are no longer able to care or advocate for themselves, and the rights and assets of the deceased.



Under direction, the County Veterans Service Office (CVSO) Claims Representative Supervisor plans, organizes and maintains the activities of the CVSO; supervises staff of Veterans Claims Representatives (VCRs) who perform a variety of technical duties helping veterans and their dependents obtain benefits and services through interviews and counseling.

County Veterans Service Offices provide comprehensive benefits counseling, claims/appeals development and submission, client case management for programs such as compensation for service connected disability and death,  pension for non-service connected disability and death, VA military related medical care, VA education, college fee waiver program, vocational rehabilitation, VA and DOD related life insurance, VA and Cal-Vet home loans, veteran homes of California, retired military burial benefits, and many other ancillary services.

Veterans Claims Representatives (VCRs) are responsible for planning and administering comprehensive services to those who served in the Armed Forces, as well as their families. The VCR Supervisor must be knowledgeable of all entitlements, programs and ancillary services as administered by the US Department of Veterans Affairs, Department of Defense (DOD), California Department of Veterans Affairs (CDVA), and from other federal, state and local agencies.


  1. Monitors, selects, trains and evaluates personnel.
  2. In coordination with management develops and administers program budgets, prepares budget requests and forecasts, and monitors and approves expenditures.
  3. Provides the public, and veterans and their dependents with information concerning veterans’ benefits and programs related to education, disability pensions, employment, loans, life insurance, hospitalization, and burial entitlements and assists clients in completing and submitting appropriate applications and evidence for benefits.
  4. Reviews, analyzes, interprets and reports on program data.
  5. Advises veterans and/or their dependents on rights and benefits conferred by federal, state, and local legislation.
  6. Reviews, analyzes, and interprets regulations and proposed legislation related to established and new programs/benefits and disseminates information to staff.
  7. Conducts assessments of veterans and/or their dependents needs on complex cases to determine and initiate appropriate service plans.
  8. Makes referrals to state, federal, and community-based programs for complex cases.
  9. Oversees the program’s outreach and services to homeless veterans and veterans with disabilities at off-site locations.
  10. Maintains benefit projections of county recipients of federal and state veterans’ programs and estimates annual receipts into the county from all federal and state agencies in relation to veterans’ programs.
  11. Liaises between executive management, veterans’ organizations (at county, district and state levels), staff, and volunteers; provides information regarding department (federal and state) programs and services.
  12. Coordinates with Agency’s public information officer and veterans advocate groups for the purpose of responding to the media concerning current rules, regulations, changes and trends in the veterans’ benefit domain.

Minimum Qualifications

1)     Experience: Five (5) years of experience working in a federal, state, county, non-profit, or similar environment directly assisting veterans to identify and obtain benefits, and/or making referrals to obtain benefits;


2)     License and Certification: Accreditation by the California Department of Veterans Affairs (pursuant to Title 38, code of Federal Regulations, 14.629.)

Special Conditions

In addition to the Minimum Qualifications noted above, successful applicants must also be a veteran.

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this classification. 

Applicants must meet the Minimum Qualification requirements by the final filing date unless otherwise noted.

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 http://sfdhr.org/index.aspx?page=456

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.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

·       Select the desired job announcement

·       Select “Apply” and read and acknowledge the information

·       Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”

·       Follow instructions on the screen


Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement 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).

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.

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.

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

If you have any questions regarding this recruitment or application process, please contact the exam analyst Ivy Yeung by telephone at 415-557-6205 or by email at ivy.yeung@sfgov.org.

Selection Plan

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying)

Oral/Performance Examination (Weight: 100%)

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):

Candidates will be prompted to complete a Minimum Qualification Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Oral/Performance Exam: (Weight: 100%)

Candidates who meet the Minimum Qualifications will be invited to participate in the Oral/Performance Examination designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of veteran’s program and benefits guidelines and processes; claims and appeals practices and procedures; interviewing techniques; ability to work with a diverse population; written and oral communications ability.

CERTIFICATION: The certification rule for the eligible list resulting from this examination will be Rule of Three Scores.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

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 nine (9) 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/ASO-Level-Chart.pdf?documentID=21246.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates applying for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates applying for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


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 www.jobaps.com/sf.] 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 94103-5413 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.

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 

Information regarding requests for Veterans Preference can be found at: 

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at 
http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

Clerical Errors: May be corrected by the posting of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

General Information: Concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20

Driver’s License requirement: Most positions require a valid California’s driver’s license: http://www.sfdhr.org/index.aspx?page=20#license

Exam Type:  CPE
Issued: August 7, 2019
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID Number: CBT-4233-096576
HSA/IY 415-557-6205


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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