Program Specialist.

National Cemetery Administration; St. Louis (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

National Cemetery Administration is seeking a Program Specialist to assist Veterans and families with burial and memorial benefits. You will verify eligibility, prepare service applications, and guide callers through required documents.

This role involves researching veteran records, coordinating with funeral directors, and scheduling services while ensuring compliance with cemetery regulations. A strong emphasis on customer service and outreach is essential.

Qualifications

• One year of specialized experience at or equivalent to GS-07 level.
• Experience in scheduling, data management, and customer support.

Responsibilities

• Answer calls and process requests for burial and memorial benefits.
• Research Veteran information to verify internment eligibility.
• Prepare applications for burial and memorial services.
• Explain documents needed to facilitate timely processing.
• Assist Veterans with forms and refer to applicable resources.
• Schedule committal and memorial services in accordance with cemetery regulations.
• Provide public outreach and support management goals.

Skills

Computer Skills

Analytical Thinking

Customer Service

Interpersonal Skills

Analytical Reasoning

Information Management

Critical Thinking

Education

Master's degree or equivalent graduate degree

Job description

Duties

This is a 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

Requirements

Conditions of employment

• 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, 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).

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)

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.

Required

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;
• 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 Qualification

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:

Additional information

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/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 ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at

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 The Fair Chance Act.

Veterans and Transitioning Service Members

Please visit the

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.