Summary The Program Support Assistant works as a member of one of the Teams in the Centralized Support Division. The PSA serves as a primary contact for the Veteran and their representative or advocate for Freedom of Information (FOIA) and Privacy Act (PA) requests. The PSA also serves as the liaison for Veteran Benefits Administration (VBA) and the (NARA) and (DOD). The Program Support Assistant is the technical expert in relation to FOIA and Privacy Act requirements and record custody criteria. Responsibilities 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. Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/17/2024. Note: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge and skills, and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience you document, to include volunteer experience. Time In Grade: Applicants who are/were federal employees and have held a GS grade any time in the past 52 weeks must also meet Time In Grade requirements. For a GS-5 position you must have served 52 weeks at the GS-4 level. To support your claim of Time In Grade, you must submit your most recent Appointment, Promotion, or Within Grade Increase SF-50 (do not submit an Award or General Adjustment SF-50 [for example]). Some applicants may have to submit more than one SF-50 to demonstrate their eligibility. See the required documents section for more information. The Office of Personnel Management's group coverage qualification standards, associated individual occupational requirements (IOR), and individual qualification standards covering white collar occupations in the Federal competitive service can be found here. Specialized Experience: To qualify for a GS-5, You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Specialized experience includes: (1) Using various software to produce and transmit documents, reports, and correspondences; (2) Utilizing automated computer systems to enter data and maintain case files; (3) Performing standard clerical duties to include maintaining suspense and follow up systems; AND (4) Reviewing forms and documents for completeness and accuracy. Applicants may substitute education for the experience required for the GS-05 level. 4 years of education above the high school level obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. Applicants may also combine education and experience to qualify at the GS-05 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-05. A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for federal employment. You can verify your education here. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. Additional Information Work Schedule: Standard 5-day, 8-hour, full time (40 hours a week) schedule, 8:0 am to 4:30 pm CDT; Monday - Friday. Hours may vary to effectively carry out the mission. Title/PD#: Program Support Assistant GS - 5; PD 37337A Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Physical Requirements: The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or disabled veterans with a compensable service-connected disability of 30% or more. Please contact the special placement coordinator or the human resources specialist listed on this vacancy for more information regarding applying for consideration under schedule A or as a 30% disabled veteran. Displaced federal employees: The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified for this vacancy. A well-qualified candidate is defined as meeting all of the minimum qualification standards and eligibility requirements as well as possessing skills that clearly exceed the minimum qualifications requirements for this position. A score of 85 or above on the assessment questionnaire is considered well qualified. Information about ICTAP and CTAP eligibility can be found here. Service credit for leave: Veterans Affairs offers creditable service for annual leave accrual for non-federal work experience to eligible employees. For more information about crediting experience for annual leave visit here. This job opportunity announcement may be used to fill additional vacancies and other vacancies in the same series, grade, and location.