Program Specialist

Summary

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. Workday Schedules Monday - Friday Work Time Schedules 7:00 am to 3:30 pm 8:00 am to 4:30 pm 8:15 am to 4:45 pm 9:15 am to 5:45 pm 10:15 am to 6:45 pm Compressed/Flexible Schedule: Not Available Telework: Not Available Remote/Virtual: This is not a virtual or remote position. Position Description Title/PD#: Program Specialist/PD1656637 The full performance level of this position is GS - 09. Relocation Expenses: Not Authorized Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required If interested in applying for this position you ay preview the online application: https://apply.usastaffing.gov/ViewQuestionnaire/13078441

Qualifications

To qualify for this position, applicants must meet requirements by the closing date of this announcement, 10/09/2026. You may qualify based on your experience and/or education, as described below: Specialized Experience: 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: 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. (This experience must be supported by your resume to be creditable). OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a 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. This education must have been obtained in an accredited college or university. (TRANSCRIPTS REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first year or 18 semester hours of graduate level education). 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-09. For example, an applicant who has 1 year of graduate level education (18 semester hours) plus another 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required specialized experience) would equal 100% of the required experience for the position. You will be rated on the following Competencies for this position: Computer Skills Analytical Thinking Customer Service Interpersonal Skills Analytical Reasoning Information Management Critical Thinking 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 requires a moderate amount of walking, standing, bending, stooping, or lifting. Selected applicants will be required to complete an online onboarding process. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

A transcript must