Case Manager

4 weeks ago

Knoxville, Tennessee, United States National Sourcing Full time
Job 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. The Case Manager will be responsible for maintaining contact with family members of unaccounted-for Soldiers, managing case files, and seeking out new family members to establish and maintain contact.

Key Responsibilities:

  • Analyze Individual Deceased Personnel File (IDPF) and Official Military Personnel File (OMPF) to gather information about unaccounted-for Soldiers.
  • Request IDPF and OMPF from various government agencies and update case files accordingly.
  • Input and correct data into DCIPS Basic Data TAB and electronically upload IDPF and OMPF to DCIPS as "File Attachments".
  • Request genealogy reports and validate Primary Next of Kin (PNOK) and Secondary Next of Kin (SNOK).
  • Conduct analysis of genealogy reports and research third-party data banks for potential family donors.
  • Make initial contact with potential donors telephonically and through correspondence.
  • Complete genealogy return report QA correspondence and journalize genealogy requests in DCIPS.
  • Obtain acknowledgement from potential donors to donate Deoxyribonucleic acid (DNA) samples.
  • Prepare Family Reference Samples (FRS) for shipment and perform QA on FRS requests.
  • Submit completed FRS Kit requests to PCRB (OPS) and track kits sent to AFDIL through the database eLisa.
  • Update and validate information in DCIPS DNA Tracking Tab for the NOK with eLisa data.
  • Document all contacts in 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.
  • Complete a minimum of 100 cases per month and submit a monthly workload completion report.
  • Attend weekly Operations and Training meetings and 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, and 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.

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