Bilingual Program Specialist

The incumbent, as a Bilingual (English/Spanish) Program Specialist 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.

This position requires the ability to type a minimum of 40 words per minute.
This position requires the ability to read, write, and speak fluently in both Spanish and English.

Required to work one of the following shifts, as assigned by management. May include federal holidays and weekends. Shift will be assigned based on staffing needs.

• Monday-Friday, 7:00am to 3:30pm
• Monday
  -Friday, 8:00am to 4:30pm
• Monday
  - Friday 8:15am to 4:45pm
• Monday-Friday, 9:00am to 5:30pm
• Monday
  - Friday 9:15am to 5:45pm
• Monday-Friday, 10:15am to 6:45pm

Compressed/Flexible

Schedule:

Not Available

Telework:
Not Available

Remote/Virtual:
This is not a virtual or remote position.

Bilingual Program Specialist/PD1656637

The full performance level of this position is GS - 09.

Not Authorized

Not Authorized

Not Required

• 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.

To qualify for this position, applicants must meet requirements by the closing date of this announcement, 10/19/2026.

• Must have the ability to type at least 40 words per minute.
• Must possess and maintain a valid REAL  state driver's license.

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…