Program Support Assistant (PSA).

Veterans Benefits Administration; Overland (MO); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Veterans Benefits Administration in the United States is seeking a Program Support Assistant to maintain claims folders, input data into multiple VA systems, and manage information releases. You will coordinate with DoD and NARA units and support FOIA/Privacy Act processes.

The role involves navigating VBMS, PIES, CAPS, and COVERS, and ensuring accurate, timely documentation in a federal records environment. Ad hoc telework may be considered.

Qualifications

• Maintains and updates claims files with proper documentation.
• Operates VA systems to input/access information.
• Handles FOIA/Privacy Act information releases.
• Coordinates with DoD, NARA, and SPoE units.
• Ensures compliance with records management standards.

Responsibilities

• Responsible for the care and maintenance of the claims folders and ensures that all pertinent records and documents are preserved and are neatly and orderly filed in chronological order in the correct compartment.
• Analyzes claim and determine if disposition of claim and control action has been appropriately identified.
• Establishes or updates control action, to include all tuxedobased applications to include Veterans Benefits Management System (VBMS), Personnel Information Exchange System (PIES), CAPS and COVERS. Has a thorough understanding of the operation of CAPRI, COVERS, VACOLS, PCGL, PIES, SHARE, ARCIS, RRS, VBMS, Adobe, eMilrecs centralized mail portal and WORD. Fully utilizes these systems to input and/or access information needed in connection with the duties of the position.
• Requests information from Single Point of Entry (SPoE) units within the Department of Defense or National Archives and Record Administration pertaining to veteran's claim or determines that no such action is required.
• Makes independent determinations regarding the release of information via the Freedom of Information Act (FOIA), Privacy Act, and both Federal and State court ordered release of information.
• Explains VA FOIA/Privacy Act programs and entitlement criteria to veterans and their dependents. Assists the claimant with the resources for applications and forms.
• Acts as a liaison between Regional Offices and other Government Agencies such as Department of Defense and NARA.

Skills

Maintain claims files

Input data into automated systems

VA systems knowledge

FOIA/Privacy Act knowledge

Interagency liaison

Education

Bachelor's degree

Tools

VBMS

PIES

CAPS

COVERS

CAPRI

VACOLS

ARCIS

RRS

Adobe

eMilrecs

Job description

• Responsible for the care and maintenance of the claims folders and ensures that all pertinent records and documents are preserved and are neatly and orderly filed in chronological order in the correct compartment..


• Analyzes claim and determine if disposition of claim and control action has been appropriately identified.


• Establishes or updates control action, to include all tuxedobased applications to include Veterans Benefits Management System (VBMS), Personnel Information Exchange System (PIES), CAPS and COVERS. Has a thorough understanding of the operation of CAPRI, COVERS, VACOLS, PCGL, PIES, SHARE, ARCIS, RRS, VBMS, Adobe, eMilrecs centralized mail portal and WORD. Fully utilizes these systems to input and/or access information needed in connection with the duties of the position.


• Requests information from Single Point of Entry (SPoE) units within the Department of Defense or National Archives and Record Administration pertaining to veteran's claim or determines that no such action is required.


• Makes independent determinations regarding the release of information via the Freedom of Information Act (FOIA), Privacy Act, and both Federal and State court ordered release of information.


• Explains VA FOIA/Privacy Act programs and entitlement criteria to veterans and their dependents. Assists the claimant with the resources for applications and forms.


• Acts as a liaison between Regional Offices and other Government Agencies such as Department of Defense and NARA.

Duties

Major Duties

• Responsible for the care and maintenance of the claims folders and ensures that all pertinent records and documents are preserved and are neatly and orderly filed in chronological order in the correct compartment..


• Analyzes claim and determine if disposition of claim and control action has been appropriately identified.


• Establishes or updates control action, to include all tuxedobased applications to include Veterans Benefits Management System (VBMS), Personnel Information Exchange System (PIES), CAPS and COVERS. Has a thorough understanding of the operation of CAPRI, COVERS, VACOLS, PCGL, PIES, SHARE, ARCIS, RRS, VBMS, Adobe, eMilrecs centralized mail portal and WORD. Fully utilizes these systems to input and/or access information needed in connection with the duties of the position.


• Requests information from Single Point of Entry (SPoE) units within the Department of Defense or National Archives and Record Administration pertaining to veteran's claim or determines that no such action is required.


• Makes independent determinations regarding the release of information via the Freedom of Information Act (FOIA), Privacy Act, and both Federal and State court ordered release of information.


• Explains VA FOIA/Privacy Act programs and entitlement criteria to veterans and their dependents. Assists the claimant with the resources for applications and forms.


• Acts as a liaison between Regional Offices and other Government Agencies such as Department of Defense and NARA.

Promotion Potential

The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. The full performance level of this position is grade GS-6.

Work Schedule

Regular office hours, Monday - Friday, 7:30 AM - 4:00 PM. Alternate work schedules may be available.

Virtual

This is not a virtual position.

Telework

This position is eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position.

Position Description/PD#

Program Support Assistant (PSA);PD37974A and PD37975A

Relocation/Recruitment Incentives

Not Authorized

Financial Disclosure Report

Not Required

Bargaining Unit

Yes 1272

Requirements

Conditions of employment

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. Additional Conditions of Employment are as follows:

• You must be a U.S. Citizen to apply for this job


• Selective Service Registration is required for males born after 12/31/1959


• You may be required to serve a probationary or trial period


• Subject to background/security investigation


• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements


• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/21/2026.

GS-5 Level

You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include but are not limited to: (1) Using various software to produce and transmit documents, reports, and correspondences; (2) Utilizing automated computer systems to enter data and maintain case files; (3) Performing standard clerical duties to include maintaining suspense and follow up systems; AND (4) Reviewing forms and documents for completeness and accuracy.

Education Substitution

Completion of a 4-year course of study leading to a bachelor's degree (120 semester hours or 180 quarter hours) or possession of a bachelor's degree.

Combining Education & Experience

If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement.

GS-6 Level

You must have one year of specialized experience equivalent to at least to the next lower grade GS-05 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include but are not limited to: (1) Maintaining controls of and preparing designated reports and priority mail; (2) Assisting in the management of the unit mail management system to include diagnoses of equipment malfunctions, operating problems, and performs corrective adjustments; (3) Ensuring adequate supplies are maintained within the division to support continuous RO operations; (4) Analyzing supply levels on a recurring basis to determine the rate of utilization, and advises the Support Services Specialist when supply orders are required; (5) Providing guidance and assistance on procedures, report requirements, deadlines and related matters to assure compliance with Support Services policies.

Education Substitution

Education can not be substituted for experience at the GS-06 grade level.

Volunteer Experience

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. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.

Physical Requirements

The work normally involves mental rather than physical exertion. The work is mostly sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; and carrying of light items, such as papers or books.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/

Note

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 you document, to include volunteer experience.

Education

An unofficial or official copy of your transcripts must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education:

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. For Further Information, Visit:

VA supports the use of ad-hoc telework

to attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for ad-hoc telework. Eligibility may be discussed during the interview process. Ad-hoc telework is subject to approval by individual supervisors and managers, is considered a privilege not a right, is subject to approval based on performance and other varying factors, and is not guaranteed.

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

Reasonable Accommodation (RA) Requests

If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the

Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP)

provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at

Receiving Service Credit for Earning Annual (Vacation) Leave

Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this job opportunity announcement.

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.