Case Manager

2 months ago

Fort Knox, United States National Sourcing Full time

Position Summary:The Case Manager will be working within the Past Conflicts Repatriation Branch (PCRB), an organization under the Army Casualty and Mortuary Affairs Operations Division (CMAOD) at the Army Human Resources Command (HRC) in Fort Knox, Kentucky. PCRB’s mission is to collect, assess, integrate and distribute to the next of kin, concerned citizens, and other government agencies information relating to Soldiers who remain "unaccounted-for" from World Wars I and II, the Korean, and the Vietnam War. Case Managers maintain contact with family members through phone calls, written and email correspondence as well as manage case files for unaccounted-for Soldiers Case Managers will also proactively seek out and locate new family members to establish and maintain contact, and most importantly, seek out the missing Servicemember’s Primary Next of Kin (PNOK). Once in touch with the PNOK, DNA family reference samples are requested to use as a main source to identify remains and establishing a positive connection for identification.Job Duties:• Analyze Individual Deceased Personnel File (IDPF) and Official Military Personnel File (OMPF); analyze includes review of basic case data and facts.• Request IDPF and OMPF from Defense Prisoner of War (POW)/Missing in Action (MIA) Accounting Agency (DPAA), National Personnel Records Center (NPRC), National Archives and Records Administration (NARA) or retrieve from official stored location, if not in DCIPS attachments.• Input and or correct data into DCIPS Basic Data TAB.• Electronically upload IDPF and OMPF to DCIPS as "File Attachments".• Request genealogy report for FRS IAW PCRB Genealogy SOP.• Complete QA correspondence form in accordance with PCRB Policy for genealogy requests.• Journalize genealogy requests in DCIPS.• Validate genealogy return report IAW PCRB Genealogy SOP.• Save genealogy return report to DCIPS IAW PCRB Genealogy SOP.• Conduct analysis of the genealogy report return for potential donors.• Validate Primary Next of Kin (PNOK) and Secondary Next of Kin (SNOK).• List all known living Family members in DCIPS Next of Kin (NOK) Tab.• Research third party data banks for potential family donors.• Make initial contact with potential donors telephonically IAW Government -provided script.• Contact potential donors through correspondence if not contacted telephonically.• Complete genealogy return report QA correspondence IAW PCRB Policy.• Journalize genealogy return report actions in DCIPS.• Obtain acknowledgement from potential donor to donate Deoxyribonucleic acid (DNA) sample.• Prepare FRS for shipment with mailing labels and required correspondence IAW PCRB SOP and Policy, within three days of acceptance by eligible donors. Government provides mailing labels for contractor to address.• Perform QA on FRS requests IAW PCRB Policy by ensuring all information is accurately documented.• Submit completed FRS Kit request to PCRB (OPS).• Ensure a maximum of 4 x Mitochondrial DNA (mtDNA), 2 x Nuclear DNA and 2 x Paternal Deoxyribonucleic Acid (yDNA) kits are to be tested at Armed Forces DNA Identification Laboratory (AFDIL) per case.• Ensure a minimum of 2 x mtDNA, 1 x Nuclear DNA and 1 x yDNA kits are to be tested at AFDIL per case or provide written explanation why there is an insufficient amount of donors.• Update kits sent to donors in DCIPS DNA Tracking Tab of NOK record.• Track kits sent to AFDIL from donors through the data base eLisa.• Update and validate information in DCIPS DNA Tracking Tab for the NOK with eLisa data (primary source).• Contact donors telephonically for follow-up if AFDIL does not receive the sample every 7 days for 30 days using a script provided by the Government.• Contact donors through correspondence for follow-up if not reached telephonically using a script provided by the Government.• Document all contacts in the DCIPS and any Government provided database software programs used for internal inquiry management and customer relationship management software.• Ensure FRS kit phase of process is complete by verifying FRS Kits have been received by AFDIL and are in eLisa and DCIPS is updated with eLisa's information.• Complete QA correspondence throughout the process in accordance with PCRB Policy.• Ensure FRS case completion which is determined by AFDIL receiving potential 2 x mtDNA, Nuclear DNA and yDNA to be tested and PNOK has been validated; or of all resources are exhausted, which then the case will be reviewed/QA by PCRB.• Complete, IAW para 5.1.35, a minimum of 100 cases per month.• Submit a monthly workload completion report stating the cumulative number of FRS cases completed and remaining, as the contractor work towards fulfilling the annual requirement of completing 1200 FRS cases.• Attend weekly Operations and Training meetings.• Utilize DCIPS and Government provided MS Access databases and MS Excel spreadsheets to update case information, case statuses, and reporting.• Process Family member requests for awards and copies of service member records.Requirements:• HS Diploma or Equivalent.• Must possess or be able to obtain and maintain a Government Security Clearance.• Must be familiar with MS Outlook Word, Excel, PowerPoint.• Must be familiar with Adobe PDF.• Must have excellent verbal and written communication skills.• Familiarity with Army and military acronyms and terminology a plus.• Previous administrative or customer service experience required.* Due to Federal Contract regulations, must be a U.S. Citizen.National Sourcing, Inc. is a VEVRAA Federal Contractor and offers preference of protected veterans for its openings.National Sourcing, Inc. will not discriminate against any employee or applicant for employment because of race, disability, color, religion, sex, sexual orientation, gender identity, or national origin.

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