Program Specialist

Position Overview

Program Specialist (GS-09) for the Veterans Affairs National Cemetery Service Office (NCSO). The role is based in Washington, D.C., and requires in‑person presence (no remote or telework). The incumbent will counsel veterans, dependents, funeral homes, and beneficiaries on burial and memorial benefits via telephone and other communication methods. The position supports VA, NCA, and MPS services and maintains knowledge of related regulations.

Monday to Friday. Eligible work‑time options:

• 7:00 a.m. – 3:30 p.m.
• 8:00 a.m. – 4:30 p.m.
• 8:15 a.m. – 4:45 p.m.
• 9:00 a.m. – 5:30 p.m.
• 9:15 a.m. – 5:45 p.m.
• 10:15 a.m. – 6:45 p.m.

Compressed/flexible schedules and telework are not available.

• Counsel veterans, dependents, funeral homes, and beneficiaries on burial and memorial benefits, including VA, NCA, and MPS services.

• Answer incoming telephone calls and respond to other contact methods to process customer requests.

• Research, review, and analyze veteran information for verification of internment and eligibility, including discharge documents and service classification.

• Monitor the Electronic Fax (eFax) intake portal for the National Cemetery Service Office.

• Prepare burial and memorial service applications based on information provided by funeral directors, veterans, family members, next of kin, national cemetery representatives, or authorized representatives.

• Explain required documents and assist veterans and family members in completing forms, referring callers to appropriate resources or agencies.

• Use independent judgment to advise beneficiaries on available benefits and encourage full utilization.

• Review legal documents to validate qualifying service and ensure compliance with cemetery regulations.

• Coordinate scheduling and transfer of committal and memorial services.

• Provide operational support to colleagues and stakeholders to improve efficiency and support program goals.

• Coach, mentor, and assist junior Program Specialists.

• Perform public outreach activities as needed.

The position requires the following:

• Specialized
  
  Experience:
  
  One year of experience equivalent to at least GS-07, including tasks such as scheduling, training new staff, utilizing word processing and spreadsheets, managing electronic communications, handling inquiries from customers, and resolving complaints. Experience must be documented in the applicant’s resume.
• Education: A master’s or equivalent graduate degree, or two full years of higher‑level graduate education leading to a master’s, LL.B., or J.D., with related knowledge relevant to the role. Transcripts must be provided.
• Combination: Applicants may combine education and experience. The total percentage of education and experience must equal or exceed 100% of the GS‑09 requirement. Calculation details are provided in the announcement.

Applicants must also satisfy the following for timely processing:

• Have served 52 weeks at GS‑07 (or equivalent) within the past 52 weeks, if currently a federal employee.
• Submit an SF‑50 showing time‑in‑grade eligibility.

• Subject to a background/security investigation.
• May be required to undergo designated or random drug testing.
• Selective Service registration required for males born after 12/31/1959.
• May need to serve a probationary period.
• U.S. citizenship required.
• Selected applicants will complete an online onboarding process.

The job is primarily sedentary but requires moderate walking, standing, bending, stooping, or lifting.
A full year’s work is considered 35–40 hours per week; part‑time experience is credited based on actual hours spent.

Veterans, transitioners, persons with disabilities, and other special employment groups are encouraged to apply. All applicants must meet the qualifications and requirements described above.