This position is located at the NCA Scheduling Office in St. Louis, MO. The National Cemetery Scheduling Office (NCSO) is a national call center responsible for delivering exceptional customer service to support Veterans and their eligible dependents for scheduling burials and memorial services in a VA National Cemetery.

Duties

The Program Support Assistant will serve as the initial point of contact for the Veteran and his/her representative for scheduling a burial. The incumbent receives incoming calls from funeral homes, Veterans, and Veteran family members in need of information regarding eligibility and interment services. The incumbent is responsible for the review of military and other legal documents in determining qualifying military service at the time of the call based on the documents provided by the caller or documents obtained from NCA or VA systems. Once military service is verified, the incumbent will schedule the interment(s) at the preferred national cemetery. The incumbents will also perform various analytical activities related to the interment of qualified Veterans, their spouses, and dependent children. The Program Support Assistant operates a computer and computer systems to draw from multiple databases to perform tasks such as establishing cases, tracking cases, monitoring workloads, retrieving workload information, etc. This position performs extensive public interaction by telephone requiring advanced active listening skills and a high level of empathy for the Veteran or their family members during their time of grieving or emotional crisis. Work schedule: The NCSO is staffed six days a week. Hours of operation are Monday through Friday, 7:00 am to 6:45 pm and Saturday, 8:00 am to 4:30 pm Central Time. Program Support Assistants are required to work one of the following shifts as assigned by management. Shift will be assigned based on shift bids and staffing requirements. Workday Schedules Monday - Friday Tuesday - Saturday Work Time Schedules 6:45 am to 3:15 pm 7:00 am to 3:30 pm 8:00 am to 4:30 pm 8:30 am to 5:00 pm 9:00 am to 5:30 pm 10:15 am to 6:45 pm Compressed/Flexible Schedule: Not Available Telework: May be available after Probationary period (training) Remote/Virtual: This is not a virtual or remote position. Position Description Title/PD#:Program Support Asst (OA) / PD137500 The full performance level of this position is GS- 07. Relocation Expenses: Not Authorized Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required

Requirements

• Subject to a background/security investigation.
• Designated and/or random drug testing may be required.
• Selective Service Registration is required for males born after 12/31/1959.
• You may be required to serve a probationary period.
• You must be a U.S. citizen to apply for this job.
• Selected applicants will be required to complete an online onboarding process.

Qualifications

To qualify for this position, applicants must meet requirements by the closing date of this announcement, 04/05/2024. Must have the ability to type at least 40 words per minute. Must possess and maintain a valid state driver's license. You may qualify based on your experience, as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to administrative and clerical work in an office. 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. (This experience must be supported by your resume to be creditable). You will be rated on the following Competencies for this position: Analytical ReasoningAnalytical ThinkingCritical ThinkingCustomer ServiceInformation Management 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, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Work is mainly sedentary in nature, however, standing, walking, bending, stooping and lifting of administrative records, registers and other small items is required by the position. Selected applicants will be required to complete an online onboarding process.

Education

There is no educational substitution at this grade level.

Contacts

• Address NCA Scheduling Office 810 Vermont Avenue NW Washington, DC 20420 US
• Name: NCA Human Resources Center
• Phone: (317)916-3660
• Email: [email protected]