Program Support Assistant (PSA).

Program Support Assistant (PSA) positions at the GS-5 and GS-6 levels.

Responsibilities

• Care and maintenance of claims folders, ensuring all pertinent records and documents are preserved and filed in chronological order.
• Analyze claims to determine if disposition and control actions have been appropriately identified.
• Establish or update control actions in various systems, including Veterans Benefits Management System (VBMS), Personnel Information Exchange System (PIES), CAPS, and COVERS.
• Utilize systems such as CAPRI, COVERS, VACOLS, PCGL, PIES, SHARE, ARCIS, RRS, VBMS, Adobe, eMilrecs centralized mail portal, and Microsoft Word to input and access information.
• Request information from Single Point of Entry (SPoE) units within the Department of Defense or National Archives and Record Administration pertaining to veterans' claims.
• Make independent determinations regarding the release of information via the Freedom of Information Act (FOIA), Privacy Act, and court-ordered releases.
• Explain VA FOIA/Privacy Act programs and entitlement criteria to veterans and their dependents; assist with applications and forms.
• Act as a liaison between Regional Offices and other government agencies such as the Department of Defense and NARA.
• Maintain controls of and prepare designated reports and priority mail.
• Assist in managing the unit mail management system, diagnose equipment malfunctions, and perform corrective adjustments.
• Ensure adequate supplies are maintained; analyze supply levels and advise on reordering.
• Provide guidance on procedures, report requirements, deadlines, and compliance with Support Services policies.

Requirements

• U.S. citizenship is required.
• Selective Service Registration is required for males born after 12/31/1959.
• Subject to a background/security investigation.
• Must serve a 1-year probationary period; continued employment is contingent on certification that it advances the public interest.
• Acceptable forms of identification will be required for pre-employment.
• Effective May 7, 2025, non-REAL ID compliant driver’s licenses or state-issued IDs cannot be used for employment verification.

Qualifications

GS-5 Level:

• One year of specialized experience equivalent to at least the GS-4 level, including:
  • Using software to produce and transmit documents, reports, and correspondences.
  • Utilizing automated computer systems to enter data and maintain case files.
  • Performing standard clerical duties, including maintaining suspense and follow-up systems.
  • Reviewing forms and documents for completeness and accuracy.
• OR completion of a 4-year course of study leading to a bachelor’s degree (120 semester hours or 180 quarter hours).
• OR a combination of education and experience that totals 100% of the requirement.

GS-6 Level:

• One year of specialized experience equivalent to at least the GS-5 level, including:
  • Maintaining controls of and preparing designated reports and priority mail.
  • Assisting in the management of the unit mail management system, diagnosing equipment malfunctions, and performing corrective adjustments.
  • Ensuring adequate supplies are maintained and analyzing supply levels to determine reorder needs.
  • Providing guidance on procedures, report requirements, deadlines, and compliance with Support Services policies.
• Education cannot be substituted for experience at the GS-6 level.

Volunteer experience (paid or unpaid) is creditable if it involves duties related to the position and builds relevant competencies, knowledge, or skills.

Schedule

• Regular office hours: Monday - Friday, 7:30 AM - 4:00 PM.
• Alternate work schedules may be available.
• This position is eligible for situational (ad hoc) telework only, with supervisory approval; routine or recurring telework is not authorized.
• Not a virtual position; the selectee must report to the official duty station each scheduled workday.

Physical Requirements

The work is mostly sedentary, involving mental rather than physical exertion. Typical duties include sitting comfortably, with occasional walking, standing, bending, or carrying light items such as papers or books.