Personnel Assistant III - Passport Administrative Support

ServiceSource, Inc. • Newport News, VA

4d

About The Position

The Military Passport Administrative Support Clerk provides administrative and customer-service support to a military installation passport office. The clerk assists service members, civilian employees, and eligible family members with preparing passport application packages associated with authorized government travel. The role includes scheduling appointments, explaining published application instructions, conducting preliminary completeness reviews, maintaining tracking records, and coordinating documentation with designated government passport agents. It requires subject-matter knowledge and judgment to process applications involving multiple steps that vary in nature and sequence, while supporting accurate and timely processing, protecting personally identifiable information, and maintaining accountability for documents entrusted to the office.

The role supports passport and visa administrative processing in accordance with current agency instructions. It handles application and appointment records, shipment materials, passports and supporting documents, pending-case status communications, and associated reporting and quality-control activities. The employee also supports customer briefings and training materials, processes passport and visa photographs as applicable, and maintains current knowledge of State Department changes affecting passport processing.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The listed duties and responsibilities are rated on the Annual Performance Review. The position requires a high school diploma or equivalent, proficiency with Microsoft Office and standard office and tracking tools, strong organizational and communication skills, customer-service ability, attention to detail, and the ability to handle sensitive documents and information discreetly. Relevant government, military, passport-processing, records-management, and document-processing experience is preferred. The employee must be able to obtain and maintain any installation access, government-system access, credentials, or background investigation required for the specific contract and position.

Requirements

• High school diploma or equivalent.
• Ability to follow detailed written procedures, review documentation for completeness, enter information accurately, and maintain organized records.
• Clear oral and written communication skills and the ability to explain procedural requirements professionally and speak before large groups of customers.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint, as well as standard office software, email, electronic calendars, scanners, and document-tracking systems.
• Ability to manage competing priorities, handle sensitive documents discreetly, and recognize matters requiring government review.
• Basic knowledge and experience protecting Personally Identifiable Information (PII) and Protected Health Information (PHI).
• Knowledge of military-related abbreviations, acronyms, HQDA governing directives, military HR personnel policies, and installation-level operating procedures.
• Effective customer-service skills, including the ability to respond professionally to sensitive inquiries, complaints, negotiations, and team activities.
• Strong organizational, administrative, verbal, and written communication skills, with a high degree of attention to detail.
• Ability to independently organize, monitor, and distribute information to customers.
• Customer-service orientation and ability to work effectively and professionally with diverse customer groups.
• Ability to obtain and maintain installation access, government-system access, credentials, and any background investigation required for the specific contract and position.

Nice To Haves

• Experience supporting a military installation, government travel office, personnel office, or passport-processing operation.
• Familiarity with permanent change of station and temporary duty travel documentation.
• Familiarity with special-issuance passport terminology and the distinction between official-travel and personal-travel passport services.
• Experience maintaining document-custody logs, preparing controlled shipments, and resolving administrative package deficiencies.
• Experience providing administrative, records-management, document-processing, or customer-service support sufficient to perform the assigned duties.

Responsibilities

• Conduct preliminary completeness reviews of passport and visa application packages, identify missing fields, apparent inconsistencies, or missing supporting documents, and prepare packages for review and execution by the designated government passport agent.
• Support passport and visa administrative processing for authorized government travel in accordance with current agency instructions.
• Enter and update application information in authorized tracking systems and maintain appointment records, submission logs, correspondence, and status reports.
• Prepare transmittals and shipment materials for government-reviewed packages and dispatch them only as authorized by office procedures.
• Receive, log, safeguard, route, and release passports and supporting documents while maintaining custody records and required receipt acknowledgments.
• Monitor pending cases and communicate documented status information without guaranteeing issuance or delivery dates; elevate urgent travel needs, returned packages, and unresolved discrepancies to the government point of contact.
• Protect personally identifiable information and sensitive travel information through approved storage, access, transmission, retention, and disposal practices; promptly report suspected loss, unauthorized disclosure, or document irregularities through established channels.
• Maintain current forms, checklists, supplies, and desk procedures; complete required training and support authorized records reviews and quality-control activities.
• Provide workload and processing-status information to the contractor supervisor and authorized government contacts as required by the contract.
• Process passport and visa photographs, as applicable.
• Support the installation reassignment briefing and provide updates on passport processing procedures.
• Consolidate statistical data and submit appropriate information weekly and monthly as required.
• Maintain updated training slides to assist customers in completing applications correctly.
• Maintain current knowledge of State Department changes affecting passport processing and disseminate information as appropriate.

Benefits

• Medical, dental, and vision plans for employees and their families.
• Company-paid disability, life, and Accidental Death & Dismemberment insurance.
• 403(b) retirement plan with dollar-for-dollar company matching up to 3% of the employee's contribution.
• Flexible Spending and Health Savings accounts.
• Employee Assistance Program.
• Wellness Program.
• Tuition Assistance.
• Paid time off that increases based on tenure.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED