Dave Ramos, left, and Robert “Hutch” Collier stand in front of photos of fellow veterans at the Santa Cruz County Veterans Memorial Building in Santa Cruz. (Amaya Edwards — Santa Cruz Local/CatchLight Local)

SANTA CRUZ >> A group of veterans are alleging that as many as half of Santa Cruz County’s 7,500 veterans are not receiving the full benefits they’re entitled to. They say that the county’s Veterans Services Office, which has been overseen by the Human Services Department since 1990, is hindered by ineffective management — limiting access to benefits and resources for housing, health care, disability, education and employment.

This coalition of veterans is demanding county supervisors make the office its own department independent from Human Services to rectify what they’re alleging are lapses in care. They claim it will improve accountability and create a healthier work environment to address staff turnover, low morale and leadership challenges.

Dave Ramos, managing director of the Santa Cruz County Veterans Memorial Building, is spearheading the coalition’s effort. He said they plan to present their case at the Board of Supervisors meeting on Dec. 9 and several supervisors are expected to be in support.

According to Ramos, inefficiencies are leading to long waits for services and insufficient levels of outreach.

“There are veterans that are underserved because of the restrictions placed on this office,” Ramos said.

County officials say they haven’t received formal complaints from the veterans coalition regarding management issues but are aware of their concerns. Adam Spickler, spokesperson for the Human Services Department, said the current structure follows statewide practice and that the department hasn’t seen systemic problems, though it is open to suggestions for improvements.

The coalition argues the current management structure of the Veterans Services Office has created systemic obstacles and a toxic work environment for both staff and veterans — a situation they say has worsened over the past few years.

Ramos said there have been three veteran service representatives supporting 3,000 enrolled county veterans, with many more veterans still unregistered for services. The county has since hired a fourth representative, which they say amounts to a fully staffed office.

Robert “Hutch” Collier is President of United Veterans Council of Santa Cruz County. (Amaya Edwards — Santa Cruz Local/Catchlight Local)

How veterans say they’re affected

Hutch Collier, president of the United Veterans Council of Santa Cruz County, said the office’s limitations personally affected his health. Earlier this year he waited two months for a hearing-loss appointment and another three months to learn his claim was denied.

“Nobody should have to exist in an unsafe, unwelcoming environment, and if you’re in that environment, you can’t serve the people in a complete way,” Collier said.

Ramos offered an example of how current levels of outreach are insufficient: a veteran he met by chance working security at a coffee shop in downtown Santa Cruz said he was unaware of all the benefits available to him. Ramos said with more outreach this shouldn’t be a regular occurrence, and yet he fears this is just one of thousands of veterans who haven’t been helped due to limited outreach.

Spickler said as of December the office has two representatives in Santa Cruz, one in Watsonville, one who splits time between both offices and two contract employees who meet veterans where they are located in the county. He says efforts are underway to expand access.

John Ramirez, a 76-year-old Vietnam Marine combat veteran and peer specialist with a veterans homelessness and housing assistance program, described how recent personnel changes in the county office have “made it hard to move anything forward.”

Ramirez pointed to the controversial firing of Santa Cruz County Veterans Service Officer Xavier Bianchi during his probationary period in March. Ramos, Collier, Ramirez and other veterans protested the decision because Bianchi was widely supported by the veteran community. 

According to Ramirez, Bianchi’s termination stemmed from disagreement with upper management on how to handle issues with a staff member who had been receiving many complaints. He says removing Bianchi highlighted the disconnect between county staff and veterans.

Spickler said the county cannot comment on details of Bianchi’s firing.

Ramirez emphasized the importance of hiring staff who are able to understand the veteran’s experience, and a fully functional department is critical to providing the best care. He notes that while progress has been made in Watsonville, including the creation of a food pantry, more outreach is needed to increase access to services.

“The South County area needs to have more access to a representative, to file claims or to get information about their benefits,” Ramirez said. “That’s their job, but it’s not being afforded to them.”

The County’s response

Spickler said the Veterans Services Office is housed within the Human Services Department because it aligns with statewide practices and helps connect veterans with other county-run benefits.

“The streamlining, linkages, collaboration and infrastructure support achieved by housing (veteran services offices) within Human Services Departments throughout California is a proven way to improve the support we provide to veterans and their families,” he said on Nov. 26.

Spickler said the department has not seen evidence of systemic service problems but is open to reviewing data-supported proposals that could help more veterans get benefits. He noted that the office’s $760,000 annual budget — funded primarily by the county rather than the state — is limited, so they rely on partners to help with outreach to veterans.

On the proposal to create a standalone office, Spickler said that the decision rests with the county supervisors. Santa Cruz Local reached out to all county supervisors for comment but did not receive a response by publication. He also noted that after the 2024 retirement of a long-serving Veterans Services Representative, the hiring and training process took time. 

However, veterans remain unconvinced. Ramirez, who credits the office with saving his life after serving in Vietnam, insists the current system is dysfunctional.

“It’s not ever going to work,” Ramirez said. “We don’t feel that those particular overseers right now appreciate us or respect us as a veterans community.”

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