Program Specialist

National Cemetery Administration•Saint Louis, MO

6d•Onsite

About The Position

This position is located at the NCA Scheduling Office in St. Louis, Missouri. Duties This is a bargaining unit position. This position is represented by AFGE. Please note that as provided for in the AFGE/VA Master Agreement the FIRST area of consideration for this position will be permanent employees of the local facility in which this position is being filled, the SECOND area of consideration will be employees at other VA facilities, and the THIRD area of consideration will be all other eligibles. Counsels Veterans, dependents, funeral homes, and beneficiaries via telephone regarding burial and memorial benefits and has substantive knowledge of VA, NCA and MPS services and benefits. Answers incoming calls as the primary method of contact and responds to various methods of contact in processing customer related requests. Thoroughly researches, reviews, and analyzes Veteran information for verification of internment. Reviews discharge documents to interpret characterization of military service information to include, type of service, character of discharge and other critical service indicators. Monitors the Electronic Fax (eFax) intake portal for the NCSO. Prepares applications for burial and memorial services based on information provided by funeral directors, Veterans, family members, next of kin, national cemetery representatives, or other authorized representatives. Explains the types of documents necessary to facilitate timely processing of burial and memorial service requests, as well as other VA benefits. Assists Veterans and family members with obtaining and completing documents and forms, in accordance with the type of claim submitted and refers callers to applicable resources or agency for support. Utilizes independent judgment and discretion to advise Veterans, beneficiaries, and dependents on available options and encourages them to fully utilize benefits. Utilizes independent judgement and discretion to review legal documents to determine qualifying service to validate service eligibility. Ensures all committal and memorial services are scheduled and transferred in accordance with cemetery regulations. Provides ongoing operational support to various individuals and groups within the NCSO to achieve greater efficiencies and to support management goals, mission effectiveness, and program accomplishment. Leverages knowledge and experience to coach, mentor, and assist junior Program Specialists. Performs public outreach as needed.

Requirements

Subject Matter Expert in scheduling.
Assisting new agents in roles.
Utilizing word processing, spreadsheets, databases, and software to manage information.
Utilizing e-mail to draft correspondence, summarizing the facts of an issue as well as options for resolution.
Processing incoming and outgoing materials such as e-mails, instant messaging, correspondence, reports, memoranda, and other forms of written communication.
Operating a computer to enter changes, extract information, and interpret automated data processing screens using automated systems in response to inquiries from customers.
Engaging in active listening and explaining specific information to include any pertinent policies, laws, and regulations to meet the customer's service request.
Responding to and addressing customer needs and resolving complaints and concerns within the employee's control.
Master's or equivalent graduate degree or two full years of progressively higher level graduate level education leading to such a degree or LL.B. or J.D., if related which demonstrates the knowledge, skills, and abilities necessary to do the work of this position.
U.S. citizen

Responsibilities

Counsels Veterans, dependents, funeral homes, and beneficiaries via telephone regarding burial and memorial benefits and has substantive knowledge of VA, NCA and MPS services and benefits.
Answers incoming calls as the primary method of contact and responds to various methods of contact in processing customer related requests.
Thoroughly researches, reviews, and analyzes Veteran information for verification of internment.
Reviews discharge documents to interpret characterization of military service information to include, type of service, character of discharge and other critical service indicators.
Monitors the Electronic Fax (eFax) intake portal for the NCSO.
Prepares applications for burial and memorial services based on information provided by funeral directors, Veterans, family members, next of kin, national cemetery representatives, or other authorized representatives.
Explains the types of documents necessary to facilitate timely processing of burial and memorial service requests, as well as other VA benefits.
Assists Veterans and family members with obtaining and completing documents and forms, in accordance with the type of claim submitted and refers callers to applicable resources or agency for support.
Utilizes independent judgment and discretion to advise Veterans, beneficiaries, and dependents on available options and encourages them to fully utilize benefits.
Utilizes independent judgement and discretion to review legal documents to determine qualifying service to validate service eligibility.
Ensures all committal and memorial services are scheduled and transferred in accordance with cemetery regulations.
Provides ongoing operational support to various individuals and groups within the NCSO to achieve greater efficiencies and to support management goals, mission effectiveness, and program accomplishment.
Leverages knowledge and experience to coach, mentor, and assist junior Program Specialists.
Performs public outreach as needed.