WORCESTER—For Jay Zayas, the problem wasn’t that Worcester lacked veteran services. It was that too many veterans couldn’t—or wouldn’t—walk through the doors.
“I saw that many veterans in Worcester were aware that services existed but did not know how to access them, felt overwhelmed by complex systems, or were uncomfortable walking into large institutions,” Zayas told the Worcester Guardian. “There was a clear gap between services being available and veterans actually engaging with them.”
That gap is what led Zayas, an Air Force veteran, to launch Veterans Support Services, or VSS, a Worcester-based nonprofit that officially began operating in April 2024. The organization is still young, but its mission is straightforward: be the front door.
“VSS was created to serve as a front-door, relationship-based connector where veterans can walk in, feel heard, and receive step-by-step guidance without judgment,” he said.
Worcester is no stranger to veteran-focused organizations, from the city’s veterans’ services office to long-established nonprofits such as Veterans Inc. Zayas is quick to say VSS isn’t trying to replace any of them.
Instead, VSS focuses on navigation, education and connection—helping veterans understand what they’re eligible for, preparing them for appointments, and sticking with them through the process.
“VSS focuses on navigation, education, and connection rather than duplicating clinical, housing, or direct-service programs,” Zayas said. “Our role is to guide veterans toward the right resources and support them through the process.”
The organization serves veterans of all eras, with a particular emphasis on post-9/11 veterans and those who may be hesitant to engage with formal systems. Families and caregivers are also supported when appropriate.
“We also support families and caregivers when appropriate, recognizing that the transition from military to civilian life impacts the entire household,” Zayas said.
In its early months, VSS has prioritized benefits navigation, mental health and wellness resources, life-skills workshops, peer support and community-building efforts—needs Zayas said consistently rise to the surface when veterans seek help.
“These areas consistently emerge as the most urgent and confusing needs for veterans re-entering civilian life and form the foundation for long-term stability,” he said.
VSS works alongside the city’s veterans’ services office, helping vet prepare paperwork and understand what to expect before and after appointments.
“This partnership helps veterans feel more prepared, confident and supported when navigating official systems,” Zayas said.
Community visibility is also central to the organization’s strategy. Upcoming events—including a wrestling fundraiser and a first responder rucksack march—are designed to do more than raise money.
“Beyond fundraising, these events are designed to build community visibility, reduce stigma, create shared experiences and remind veterans they are not alone,” Zayas said.
All funds raised, he added, are reinvested directly into programming, outreach, and emergency assistance.
For Zayas, the need for VSS isn’t theoretical. It’s personal.
“My experience as an Air Force veteran exposed firsthand the challenges of navigating benefits, misinformation, and lack of support after service,” he said. “Those experiences, along with witnessing others struggle, directly motivated the creation of VSS.”
Moments that reaffirm the organization’s purpose come often, he said—especially when veterans arrive unsure where to begin.
“Hearing veterans say they did not know where to start before coming to VSS and watching them leave with clarity and hope reinforces why the organization exists,” Zayas said, adding that experiences with misinformation and the loss of fellow veterans to suicide underscore the urgency of the work.
Looking ahead, Zayas envisions VSS growing into a daily hub for veterans across Central Massachusetts.
“In five years, VSS will be a trusted community hub and central access point for veterans in Central Massachusetts,” he said, “offering expanded programming, stronger partnerships, and consistent daily services while serving as a model for community-based veteran support.”
For now, the message to Worcester—veterans and civilians alike—is simple.
“VSS is built by veterans, for veterans, and supported by the community,” Zayas said. “Civilians are encouraged to volunteer, connect, and build relationships with veterans, recognizing shared interests and experiences.”
For more information, visit Veterans Support Services.
Editor Charlene Arsenault can be reached at carsenault@theworcesterguardian.org
