Program Support Assistant
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Major Duties:
When called upon, to perform the duties and responsibilities as described below, the incumbent will be expected to perform core duties that are aligned with the team's mission. These duties and responsibilities will be supplemented, as necessary, by duties that are applicable to a particular team or common to all teams.
The incumbent is responsible for the care and maintenance of the claims folders and ensures that all pertinent records and documents are preserved and are neatly and orderly filed in chronological order in the correct compartment. Disposes of all redundant and non-record material after its initial purpose has been served. Determines the existence and location of the claims folder. Consolidates claims folder or establishes a new folder, when necessary.
Analyzes claim and determine if disposition of claim and control action has been appropriately identified. Establishes or updates control action, to include all tuxedo-based applications to include Veterans Benefits Management System (VBMS), Personnel Information Exchange System (PIES), CAPS and COVERS.
Has a thorough understanding of the operation of CAPRI, COVERS, VACOLS, PCGL, PIES, SHARE, ARCIS, RRS, VBMS, Adobe, eMilrecs centralized mail portal and WORD. Fully utilizes these systems to input and/or access information needed in connection with the duties of the position.
Greets all visitors and creates a favorable impression so visitors feel that VBA is interested in their welfare and will be responsive to their questions and needs. Must be friendly, articulate and possess the interpersonal skills to be able to cope with a variety of personalities and to subdue angry, hostile and excitable visitors.
Incumbent provides administrative support to the Team. Performs other related duties as directed by the Team Supervisor.
Assists the VSR with the gathering of Official Military Personnel File (OMPF) evidence for cases. Reviews evidence received for completeness. Incumbent follows-up to ensure that requested information is received for development actions. When information has not been received, takes the necessary steps needed to obtain the required information.
Utilizes Electronic Military Records {eMilrecs) Systems for record retrieval capabilities; prepares correspondence through the Personnel Information Exchange System {PIES) for communication to Regional Office personnel. When requested evidence is received, routes claim folders to the appropriate team for further action.
The employee resolves cases in which records were damaged or lost in the 1973 fire at the National Personnel Records Center {NPRC). This may require reconstruction of the data through other auxiliary sources, organizational records or through other agencies.
When requested, identify, obtain the claim folder and/or tags cases needed for independent reviews. {i. e., priority cases, over 125-day cases, and over age 85 cases.)
Requests information from Single Point of Entry (SPoE) units within the Department of Defense or National Archives and Record Administration pertaining to veteran's claim or determines that no such action is required.
Incumbent must have the ability to communicate effectively in writing. Incumbent is expected to generate various types of correspondence, (i.e. letters, reports of contacts, reports, and responses to Privacy Act/FOIA requests or congressional inquiries), that will be understood by individuals with various backgrounds and educational levels. Provides information for statistical and narrative reports, as needed.
The incumbent:
- Prepares changes of addresses
- Handles limited release of information requests by providing copies of documents from the claims file.
- Is responsible for maintaining the integrity of the claims folder during folder review by claimants.
- Retrieves the claims file when needed,
- Acts as a liaison between Regional Offices and other Government Agencies such as Department of Defense and NARA.
- Prepares, controls and monitors Veterans Assistance Inquiries (VAls) ensuring that timely responses are provided.
