Case Manager

Location: Fort Knox, Kentucky Must Haves: Secret Security ClearanceDue to Federal Contract regulations, must be a U.S. Citizen Position Summary: As a Case Manager, you will work within the Army Casualty and Mortuary Affairs Operations Division at the Army Human Resources Command in Fort Knox, Kentucky. The core mission of this division is to provide essential assistance and support to Army Families during the emotionally challenging time of bereavement. In this role, you will serve as a vital point of contact for family members, maintaining communication through phone calls, written correspondence, and email. You will also manage case files for unaccounted-for Soldiers and coordinate benefit and entitlement support, interacting with Survivors as needed. Job Duties: Analyze Individual Deceased Personnel Files and Official Military Personnel Files, including reviewing basic case data and factsRequest Individual Deceased Personnel Files and Official Military Personnel Files from the Defense Prisoner of War/Missing in Action Accounting Agency, the National Personnel Records Center, the National Archives and Records Administration, or retrieve them from official stored locations if not in the Defense Casualty Information Processing System attachmentsInput or correct data into the Defense Casualty Information Processing System Basic Data tabElectronically upload Individual Deceased Personnel Files and Official Military Personnel Files to the Defense Casualty Information Processing System as "File Attachments."Request a genealogy report for Family Reference Samples in accordance with the Past Conflicts Repatriation Branch Genealogy Standard Operating ProcedureComplete a quality assurance correspondence form in accordance with Past Conflicts Repatriation Branch Policy for genealogy requestsJournalize genealogy requests in the Defense Casualty Information Processing SystemValidate the genealogy return report in accordance with the Past Conflicts Repatriation Branch Genealogy Standard Operating ProcedureSave the genealogy return report to the Defense Casualty Information Processing System in accordance with the Past Conflicts Repatriation Branch Genealogy Standard Operating ProcedureConduct analysis of the genealogy report return for potential donorsValidate the Primary Next of Kin and Secondary Next of KinList all known living family members in the Defense Casualty Information Processing System Next of Kin tabResearch third-party data banks for potential family donorsMake initial telephonic contact with potential donors in accordance with the Government-provided scriptContact potential donors through correspondence if not reached telephonicallyComplete the genealogy return report quality assurance correspondence in accordance with Past Conflicts Repatriation Branch PolicyJournalize genealogy return report actions in the Defense Casualty Information Processing SystemObtain acknowledgment from potential donors to provide a Deoxyribonucleic Acid samplePrepare Family Reference Samples for shipment with mailing labels and required correspondence in accordance with Past Conflicts Repatriation Branch Standard Operating Procedures and Policy, within three days of acceptance by eligible donors. The Government provides mailing labels for the contractor to addressPerform quality assurance on Family Reference Samples requests in accordance with Past Conflicts Repatriation Branch Policy by ensuring all information is accurately documentedSubmit completed Family Reference Sample kit requests to the Past Conflicts Repatriation Branch OperationsEnsure a maximum of four Mitochondrial Deoxyribonucleic Acid, two Nuclear Deoxyribonucleic Acid, and two Paternal Deoxyribonucleic Acid kits are to be tested at the Armed Forces DNA Identification Laboratory per caseEnsure a minimum of two Mitochondrial Deoxyribonucleic Acid, one Nuclear Deoxyribonucleic Acid, and one Paternal Deoxyribonucleic Acid kit are to be tested at the Armed Forces DNA Identification Laboratory per case, or provide a written explanation if there is an insufficient amount of donorsUpdate kits sent to donors in the Defense Casualty Information Processing System DNA Tracking Tab of the Next of Kin recordTrack kits sent to the Armed Forces DNA Identification Laboratory from donors through the eLisa databaseUpdate and validate information in the Defense Casualty Information Processing System DNA Tracking Tab for the Next of Kin with eLisa data (primary source)Contact donors telephonically for follow-up if the Armed Forces DNA Identification Laboratory does not receive the sample every 7 days for 30 days, using a script provided by the GovernmentContact donors through correspondence for follow-up if not reached telephonically, using a script provided by the GovernmentDocument all contacts in the Defense Casualty Information Processing System and any Government-provided database software programs used for internal inquiry management and customer relationship management softwareEnsure the Family Reference Sample kit phase of the process is complete by verifying Family Reference Samples Kits have been received by the Armed Forces DNA Identification Laboratory and are in eLisa, and the Defense Casualty Information Processing System is updated with eLisa's informationComplete quality assurance correspondence throughout the process in accordance with Past Conflicts Repatriation Branch PolicyEnsure Family Reference Sample case completion, which is determined by the Armed Forces DNA Identification Laboratory receiving potential two Mitochondrial Deoxyribonucleic Acid, Nuclear Deoxyribonucleic Acid, and Paternal Deoxyribonucleic Acid to be tested, and Primary Next of Kin has been validated; or if all resources are exhausted, the case will then be reviewed/quality assured by the Past Conflicts Repatriation BranchComplete a minimum of 100 cases per monthSubmit a monthly workload completion report stating the cumulative number of Family Reference Sample cases completed and remaining, as the contractor works towards fulfilling the annual requirement of completing 1200 Family Reference Sample casesAttend weekly Operations and Training meetingsUtilize the Defense Casualty Information Processing System and Government-provided Microsoft Access databases and Microsoft Excel spreadsheets to update case information, case statuses, and reportingProcess family member requests for awards and copies of service member records Requirements: High School Diploma or EquivalentMust possess or be able to obtain and maintain a Government Secret ClearanceProficient with Microsoft Outlook, Word, Excel, and PowerPointProficient with Adobe PDFExcellent verbal and written communication skillsFamiliarity with Army and military terminology is a plusPrevious administrative or customer service experience required