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Summary This position is located at the NCA First Notice of Death Office in St. Louis, MO. Responsibilities The Program Specialist serves as the National Cemetery Administration's (NCA's) primary contact for Veterans and their family members, funeral industry personnel and other stakeholders for the scheduling of Veteran and eligible dependents burials, determination of eligibility for burial at VA national cemeteries, and state Veterans' cemeteries, and the provision of memorial products such as Government headstones, markers, and medallions, Presidential Memorial Certificates (PMCs), and burial flags. The Program Specialist explains benefit programs and eligibility criteria, conducts telephone interviews, reviews and analyzes documents and information, identifies issues, gathers relevant evidence, adjudicates claims, generates correspondence letters, and enters information into VA systems accurately and timely. Adjudicates and issues decisions for complex and sensitive claims for Government-furnished headstones, markers, medallions, PMCs, burial flags, and casket and urn reimbursement. Evaluates evidence and information such as military records, data stored in multiple VA systems, lay testimony, etc. submitted in connection with claims. Conducts research, complexity of the research depends on the lack of information received, and requests evidence and develops claims by applying pertinent Federal laws, regulations and Department policies. Enters accurate information into multiple VA systems during each aspect of the adjudication process. Resolves pending and suspended claims by telephone whenever possible, with funeral and mortuary directors, private cemetery officials, superintendents and directors of other Federally administered and state Veterans' cemeteries, next of kin, Veterans Service Officers, local, state, and Federal Government representatives, and other interested parties. Prepares and provides written correspondence in the form of a personal letter to the claimant explaining VA's decision, to include how the decision was made, what evidence was used, information regarding appeal rights, etc. Answers specific and general inquiries (by telephone or in person) independently and accurately from Veterans and their family members, Veterans Service Offices, funeral industry personnel, and other interest parties regarding memorial products and services to include, but not limited to headstones, markers, and medallions, burial flags, PMCs, pre-need, time of need, eligibility, casket and urn, etc. Answers general inquiries regarding all VA benefits to include health, compensation, pension, insurance, burial, death, and survivor benefits. Accurately routes specific questions or inquiries received to the correct VA business line. Enters all Notice of Death information accurately into multiple VA systems for Veterans buried in VA national, state Veterans' and tribal cemeteries, and private cemeteries when a headstone, marker, medallion, burial flag, or PMC is furnished by NCA. Obtains essential information required, tentatively schedules interment services in compliance with NCA policies, directives, and regulations, and assists in planning for clergy, military honors, etc., suitable to the next of kin's desires and/or as requested. Reviews all decedent and/or Veteran carefully to determine eligibility. Reviews interment applications and plans to schedule burials at all VA national cemeteries. Contacts Government officials independently at various agencies to request additional information needed to determine eligibility for memorial benefits or services. Work schedule: Required to work Monday through Friday, 7:00 am to 3:30 pm. May include occasional weekends. Due to the mission of the National Cemetery, the cemetery cannot be closed for more than 2 consecutive days at any given time. Additionally, when a Federal holiday falls on a Monday or Friday, staff may be required to work on that holiday or a Saturday. All staff is required to work Memorial Day and Veteran's Day each year. Staff will be required to work overtime, weekends and holidays when necessary to meet the needs of the cemetery. Occasionally staff may be called back to the facility to perform emergency overtime work. Compressed/Flexible Schedule: Not Available Telework: May be Available Remote/Virtual: This is not a virtual or remote position. Position Description Title/PD#: Program Specialist/PD1671667 The full performance level of this position is GS - 09. Relocation Expenses: Not Authorized Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all specialized experience and time in grade requirements within 45 days of the closing date of this announcement, 07/22/2025. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements within 45 days of the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If your most recent non-award SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one year time-in-grade, as required by the announcement. In this instance, you must provide an additional non-award SF-50 that clearly demonstrates one year time-in-grade. Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or, as described below: Specialized Experience GS-09: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: extensive knowledge of Federal laws and policies applicable to the provision of burial and memorial benefits, programs, and services administered by the Department of Veterans Affairs. Ability to effectively use electronic data processing systems for scheduling and claims adjudication, processing, monitoring, and correspondence preparation; Skill in interpreting and applying Federal, state, and local laws; Perform qualitative and quantitative analysis of records obtained from various sources; Ability to review and evaluate evidence and information such as military records, data stored in multiple systems, lay testimony, etc. submitted in connection with claims. Skill in oral, written, and interpersonal communications; Skill in operating multiple sophisticated computer data terminals. Skill interviewing, collecting, and analyzing/evaluating information from many different sources; Ability to deal tactfully and exercise discretion with others in resolving issues. Ability to work in a team environment. (Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume. You will also need to provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level). OR, Education GS-09: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's degree or equivalent graduate degree or 2 full years of progressively higher-level graduate 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? This education must have been obtained in an accredited college or university. (TRANSCRIPTS REQUIRED) OR, Combination GS-09: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and graduate education (as described above)? This education must have been obtained in an accredited college or university. (TRANSCRIPTS REQUIRED) You will be rated on the following Competencies for this position: Communication Computer Skills Critical Thinking Customer Service (Clerical/Technical) Plan and organize work 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 primarily sedentary and performed in an office environment. Selected applicants will be required to complete an online onboarding process. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: http://www.ed.gov/admins/finaid/accred/index.html. All education claimed by applicants will be verified by the appointing agency accordingly. 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 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. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. 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. This job opportunity announcement may be used to fill additional vacancies. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.