What Does a VSO Actually Do? (And Should You Use One?)

0:00Leah Bucholz Guys, it's Leah b from Prestige Veteran Medical Consulting. I'm a US army veteran, physician assistant, and former compensation and pension examiner. So today, I'm extremely excited to have Ray Herrera on who is a VSO that I've known for some time that helps some some veterans a lot of veterans here in Texas. And I I honestly, this is our first time having a VSO on, and I've wanted to have one on for so long. And Ray is just such a fantastic VSO that I thought he would be the perfect person to have on to chat with you guys.

0:34 So, Ray, can you tell a little bit tell our viewers a little bit about yourself and kinda how you came to be a VSO?

0:41Ray Herrera Yes. First, I just wanna say thank you for having me on. It's a a privilege and a a pleasure, to be honest. I love the work you do and and how you guys conduct yourself as a as a business itself. Secondly, I just wanna say there's many VSOs out there that are are amazing.

0:57 I've met some great ones, so thank you for your kind words. Mhmm. So my name is Ray. I'm the, Wilson County veteran service officer in Wilson County, Texas. Let me be specific since there's a different Wilson County and, throughout the nation. I guess what brought me to being a veteran service officer, when I first got out of the service, the first thing I did, I went into the university. And, pretty much from one month to the next, I was working in the veterans department assisting veterans with, veterans education. So that's when I first started, assisting veterans throughout my university. I ended up working with small businesses with veterans, and kinda led me to, becoming a VSO. So I've been a veteran service officer since 2019 and been working with veterans since 2013.

1:53 Mhmm. And I've worked for three different counties in Texas as a veteran service officer. So that is what has led me to becoming the Wilson County veteran service officer.

2:04Leah Bucholz So for for some veterans out there hearing this term for the first time, can you describe, what exactly a VSO is?

2:14Ray Herrera Yeah. So the term itself is used very loosely, as far as being able to assist veterans in some capacity. And that looks different in every county. Like I said, I've worked in three different counties, and and I've assisted in the same capacity, but also different at each county. So I think depending on how large the county is, the, population in that county that depends on what type of services you're gonna be providing predominantly.

2:52 So a veteran service officer kind of assists and is kind of, I say, the central hub of information for veterans. I'm not gonna say it's a one stop shop. Like I said, some have, different strengths and concentrations, but it's a good place to start. So if you ever need services, for veterans, I say that's just a good place to kinda build a rapport with and see if that service that they offer there is for you.

3:21Leah Bucholz So who do you think should consider working with a VSO?

3:26Ray Herrera I think anybody that has questions about veteran services should consider working with a VSO, at least building a rapport and touch base. Like I said, you can be a surviving spouse, a veteran, active duty member trying to file, like, a BDD claim Mhmm. Or just a a dependent, you know, filing for education. Maybe it's a a step a stepchild, a former marriage, a child from a former marriage trying to pursue survivor's benefits. Just trying to find local services.

3:58 So this is what why DSO offices are so important is because every county and every area is exclusively special. So only the VSO or not only, but a VSO in a certain area can point you out to certain, third party or nonprofits specifically in the type of service that you're inquiring about, that may be something that they don't handle there.

4:27Leah Bucholz Yeah. That those are some really great points because I I had forgotten till you just mentioned it that when I got off of active duty, I I did a BDD claim and, worked with a VSO, and he was great. And I I imagine that particular VSO at Fort Campbell, mostly just did BDD claims, like, all day long. So while you guys can and and I'm gonna get into this in my next question. While you guys can do a variety of services, I bet sometimes you kinda almost specialize and do a lot of the same type of thing a lot.

4:56 Not that you can't do the other things, but I I bet it's quite common to kinda fall into one specific area. So what are some of those services that you guys provide? And for the viewers out there, these are free services. Right? So these are these are free services to the veteran by accredited folks that that are authorized to do this.

5:21 Right? So what are some of those free services that veterans can obtain?

5:27Ray Herrera Pretty much any, filing for any VA disability, burial services, burial reimbursement, navigating the VA health care system, appealing through the VA health care system. Those are things, main things, VSOs would assist with, yeah, for services as such. But like like you said, every office is is different, and and they might specialize in something basis or offices closer to basis might do a lot more BDDs than the rural county in, you know, somewhere in in the country. You know? But I think a good DSO and I through this interview, I'll speak more as a a general VSO and not necessarily just my office.

6:13 But I do believe a good VSO would be well versed in in all aspects and, the ability to do do them all if the scenario were to arise.

6:24Leah Bucholz Awesome. So, do you think that in a lot of cases that working with a DSO can and I'm sorry, can improve a veteran's chance of success with their claim or whatever they're going through?

6:37Ray Herrera That's a good question. This is why I think it's very important to build a rapport with that VSO, that office. You know, get a feel as to their experiences. Because although I think a VSO should be well diverse, the opportunity might not be there for that VSO to be well diverse and and what a VSO should be doing or what they're trained in at least. Right?

7:00 So I think trying to find out the background of that VSO. So I, myself, I represent veterans at the the Board of Veterans Appeals. You know, as a county BSO, not many veterans can do that and do that successfully. You know? So if the services that are needed is at that capacity and they don't have that experience, maybe that VSO might not be the v s or the organization that would be for that person.

7:29 So finding an organization, whether it be a different VSO, a different county office that might pick up a pick up that that, case. There's also state agencies, you know, a veteran service officer. I'm talking about for county, but there's also veteran service officers that are labeled something different, but in a sense are the same thing. So there's state agencies, and there's also, private, independent accredited, accredited personnel and and law offices that can also pick up those case that may or may not have that experience as well or concentrate on something specific.

8:05Leah Bucholz Sure. Sure. Yeah. And and we recently did another, I I interviewed another lady who's accredited, and, a lot of veterans don't know that there are a lot of free VA legal clinics out there too. So I'm sure you might even collaborate with some of those clinics from time to time on complex cases.

8:24 I mean, it sounds like you do a lot of complex cases yourselves, but that working with other agencies, as you mentioned, that collaboration is is really key. And, I know as a veteran myself, you know, I would never advise a veteran on the legal side of things, but I would say, like, talk with the VSO office. And if you don't feel comfortable, call another VSO office. Right? It's like an interview process.

8:48 Right? See what the good fit is, and, you're not bound to the VSO in your county. They might be fantastic. They might not be fantastic. But, like, if you feel that connection and that relationship with that person, great. And if not, you know, call in call another county. And if they have availability or, you know, whatever, you can seek out other VSOs. Right?

9:13Ray Herrera Most definitely. I agree. I, myself, in in our office, some offices run their procedures and policies different. The way I do it is I allocate a whole hour and a half for an appointment. Mhmm.

9:27 You know? And and for some different agencies or organizations, they're like, well, you know, that's that's too much. I don't need that much time. But in my in my thought process is by investing in in building the rapport with that veteran and truly understanding what they're trying to do, their background, and and how everything can kinda mesh together. I've seen the success in allowing VA to making more streamlined for VA to process those claims, and and you see the positive on the out in the the back end of it.

9:58Leah Bucholz Sure. Do you think that do you see a lot of veterans that have already been denied, or do you feel like these are first time filers when we're talking about the claims process?

10:10Ray Herrera So if I'm strictly count talking about my current county, I do see veterans on the weekly that have never been affiliated ever with the VA, and it's their first time filing. Mhmm. If I look at the data that I've that I gather, a lot of my stuff are appeals. And this can be veterans for the first time coming into my office, maybe from a a previous submission that I've done, but, a lot of it is appealing. And I think that's what distinguishes good to great Mhmm.

10:42 Services is the appeal capability.

10:45Leah Bucholz Mhmm. Most definitely. Especially, like you said, at the at the board because I'm sure those are much can be sometimes much more complex than just that those regional office type appeals. But, I guess it just varies from case to case. So Correct.

11:04 Do do veterans have to belong to a specific organization in some cases in order to get assistance?

11:12Ray Herrera So in in our county, because we're a small county and and we're have a volume of veterans, I do restrict my services to our county.

11:22Leah Bucholz Mhmm.

11:23Ray Herrera But I'm accredited to through multiple agencies. So Mhmm. PFW, the state organization.

11:31Leah Bucholz So

11:33Ray Herrera if the veteran is not affiliated with one of my accreditations, I make it known to them that they will have to move over to any of the ones that I have they can choose from, and I can assist them then. So in my office, I do require it. And it is important because as an accredited representative, you wanna have full access to that Mhmm. File. Right?

11:56 The what they call their VPMS file. And this gives you eyes in inside the VA system on how things have been processed. So I I do think it's key. I I definitely encourage that you allow representatives to do the we call it about a power of attorney, but it's a Mhmm. Authorization of representation, a VA form twenty one twenty two so they can adequately assist you.

12:20Leah Bucholz Sure. Sure. And and from my understanding, the veteran is only allowed to have one person be that representative. But if for some reason it doesn't work out or whatever, they can just update it or change it and and move on to another VSO or an attorney or whatever if that's what they so choose to do.

12:40Ray Herrera Yes. Definitely. In my experience, I've had where they come to my office, I filed the paperwork, and they didn't let me know that they were already working with somebody, but I filed a twenty one twenty two. And there are times where my authorization for access will be on pause until that organization the previous organization is is notified of, that void of of representation. So but if it's known to me that they have someone they're being represented by somebody and have a a current pending case, I will not take them on.

13:17 I will not let them, I will not file anything. I will not file for representation until Mhmm. They have a clean slate. Right? Nothing pending. No no representation from anybody, and then they come to me, and then we move forward.

13:30Leah Bucholz That makes sense. That that keeps it where I I would imagine that keeps it much cleaner so that you don't have, like, conflicting things happening or a bunch of messes that get created. And

13:41Ray Herrera It's just a a professional courtesy. You know? I think it's very important in this profession.

13:48Leah Bucholz Yeah. Most definitely. So I I know you mentioned this earlier about VBMS, but just for those that because we kinda glazed over it. But, you know, can veterans see a lot more information in a veteran's file that they can't access themselves? I mean, I know they can order their claims file, and it'll take a while.

14:08 But, I mean, generally speaking, you guys can get access quicker, I'm guessing, and and see certain things.

14:15Ray Herrera Yes. We can see C and P exams, which I think is the key when doing appeals, being able to review the the C and P exams that the veterans go through and and look at how things are being processed at that moment, any notes and things of that nature. Now mind you, this is a secure VA system. So us are the accredited personnel are the ones authorized to have eyes in this. It's it's not anybody else.

14:43 So I think being able to explain this information and utilize it for the benefit of the veteran's case is is important, but at the same time, confidentiality and making sure that we keep that system secure, at the same time.

15:00Leah Bucholz For sure. So in your opinion, when should someone actually call a VSO? Like, is there a specific point, or is it just case by case?

15:11Ray Herrera If if the veteran already knows kinda what they wanna do and maybe they've already met with me and I gave them the game plan, like, this is what I need if you wanna move forward. Typically, what I tell a veteran that calls into our office that is inquiring about potentially filing for something. I tell them, look. Bring a diagnosis. If you wanna file something, at least show the VA you have a diagnosis of it.

15:32 So bring a diagnosis. If you have a historical record from the military about this condition or related to this condition, treatment, any awards, anything that can be used to support it, bring that with you. So I say historical evidence from the military, current diagnosis and treatment. And then I tell them if I I I don't believe every case needs a Nexus letter. Right?

15:57 But in the case if it does, if it's something that is not black and white, maybe potentially some type of Nexus letter or something along with it.

16:06Leah Bucholz Sure. Yeah. I'm with you on that too because, like, you know, obviously, I my company writes Nexus letters. But if if my company didn't have to exist, I would be so happy for the veteran community. Right?

16:17 Because that would mean that VA is getting it right or they're treating doctors or taking care of them and all these things. Right? So if if they're able to exhaust, like, every effort getting their doctor to write something that is helpful in the record, sometimes their doctors try, and and they just don't understand, like, how to formulate an opinion that is, like, has probative value and is, like, research driven and things like that. But, you know, you can always take a swing at it, and maybe they'll they'll write something up in your record, or maybe your CMP examiner will be awesome. Right?

16:49 Mhmm. But but sometimes sometimes, you know, Nexus letters can be helpful in some cases. But people like you are great to be in that driver's seat to help them navigate and and strategize for their their best situation for their case. Right?

17:05Ray Herrera So as a via solely, think it's I I let my constituents know. You know? Mhmm. It it is my job here to educate you on the process Mhmm. Of the VA, and how to best present your case the best way possible.

17:22 And that looks different for every veteran. You know? I I tell veterans, you know, you should write a statement expressing, you know, your symptoms and how it impacts your life. And many veterans are like, well, Ray, you know, I don't wanna write. It's been so long. I can't remember, or I don't wanna see a doctor. You know? That's too I I'm busy. So I always tell veterans, at the end of the day, this this is your case, and I'm here to help facilitate, educate you, and how to present your best case. But that looks different for every veteran when Mhmm.

17:50 You have to be willing to give that work that's needed.

17:56Leah Bucholz Sure. Sure. So what do you think is the biggest misconception there is out there about VSOs? I know this is probably a tough question.

18:05Ray Herrera Well, I will say depending on the area and how populated. But most veteran service offices, they do have a big caseload. They do. I don't think I know well, I can't say that. I know a few that maybe are not overwhelmed and getting calls every, you know, every single day.

18:23 But for the majority, I would think, as far as my office, you know, we have a big caseload. So what I try to do is, more like a a sniper. You know, I wanna pinpoint one time, meet with this veteran, put everything on paper, tell them everything I need. And then that way, there we we limit the interactions needed. Right?

18:46 Now some veterans are not well prepared, and and it's gonna take many interactions. So if Sure. I have a already full schedule, the calendar, you know, they're probably gonna see me every other month. You know? And that might not be the best for that veteran or maybe what they would want to have, and maybe just finding us an office that can give you the exact service that you are inquiring about, would be best.

19:13Leah Bucholz Sure. Well, Ray, thank you so much for spending this time with us today. The conversation that we had makes it clear that the VSL's role is way beyond paperwork. Right? It's advocacy, start to finish.

19:26 It's exactly the kind of guidance that veterans need before and not not always after they run into problems with the VA. So, like, getting in there, you know, getting that, you know, that teammate and leadership of of assistance is just pivotal in many cases. So, do you have any last words that you wanna say to our friends out there?

19:50Ray Herrera Just there's nothing wrong. I even people in my area, I tell them there's nothing wrong with just building the rapport with your local VSO. It might you might not need them now, but don't wait till and I've had it where they're on their deathbed, and and you're trying to and your surviving spouse is scrambling, to get those services.

20:10Leah Bucholz Sure thing. Alright. Well, for you those of you guys out there, we're gonna see Ray Ray a little bit more here in the future. So please drop some comments if you have any questions or thoughts or comments, and we'll be sure to try to capture them and and bring them up in later episodes. So thanks again, Ray, for being here.

20:26Ray Herrera Thank you.

20:28Leah Bucholz And you guys out there, please like and subscribe, and we'll see you guys next time. Alright.

20:31Ray Herrera Have a good one. Yeah. Bye bye.