While services for veterans — from housing to mental health — are often available, access is difficult, because some don’t know about this help, or if they do, they don’t have a computer or Wifi to fill out electronic forms.
One way to circumvent the red tape is by using County Veteran Service Officers, who can jump them over the bureaucratic hurdles and connect them to services for healthcare, financial services and housing, while keeping them in the loop for follow-up appointments.
A new study from USC’s Suzanne Dworak-Peck School of Social Work unveiled on Thursday, Sept. 10 found that the CVSOs play a “critical role” in helping veterans find and connect with services already funded for veterans.
The study found 72% of the veterans surveyed said they were satisfied with the services from the CVSOs and 90% said they felt welcomed by them. Also, as a result, unmet mental health needs declined by 55%.
“They (CVSOs) are trying to make a complicated system work for the person sitting in front of them,” said Jim Zenner, director of the Los Angeles County Department of Military and Veterans Affairs during a press conference at Bob Hope Patriotic Hall in downtown Los Angeles.
The study consisted of 565 veterans from across Los Angeles, as well as in Santa Clara County in the San Jose Area, and in Nevada County, near Truckee, Calif.
Those surveyed found that these county employees helped the veterans with finding housing, for example, or access to healthcare, including mental health treatment.
Sara Kintzle, researcher with the Dworak-Peck School, said the first step in connecting veterans with services involves breaking down barriers.
“A lot of them start out being overwhelmed. Applying for benefits is a really big step,” said Kintzle. “The fact that the CVSOs can build that space and help them discuss it is really important.”
The researchers also identified remaining challenges, which included getting veterans to attend follow-up appointments and in general, providing more access and support for veterans seeking help.
The respondents said wait times for appointments are too long. Kintzle said often that comes down to too few resources. The USC study recommended expanding the number of CVSOs. And providing more training and support for current staff.
Zenner said LA County is supporting Assembly Bill 2019, which will address vacancies and also, not make services dependent on ZIP codes. “They should expect services no matter where they go,” he said. It is authored by Assemblymember Pilar Schiavo, D-Los Angeles, who represents north L.A. County, northwest San Fernando Valley and the Santa Clarita area.
Last year, federal benefits reached 200,000 veterans in L.A. County, said Zenner. California is home to 8% of the nation’s veterans. CVSOs in the state, located in 56 of 58 counties, helped file 12% of all claims for benefits with the U.S. Department of Veterans Affairs in 2025, said Morgan Boyd, president of the California Association of County Veteran Service Officers.
“Our job is to meet them where they are at, to file their claim the right way, and to keep the door open,” Boyd said.
Often it’s more than just plowing through bureaucratic wording and filing applications for assistance or benefits from federal VA services. Many do not know how to start this process, or even trust the government.
“The CVSOs are often the first trusted door our veterans walk through,” added Boyd.
State Sen. Bob Archuletta, D-Norwalk, a veteran himself, said he’s opened his offices in Norwalk to CVSOs for meeting with veterans twice a week. Access is everything, he said.
“In some cases, veterans have no one else to talk to, or tell someone how they feel,” he said. With a CVSO, they are at ease. “They feel they have someone to talk to. Someone they can trust. And they can have access to benefits that are there.”