Case Manager

Case Manager

Location: Fort Knox, Kentucky

Must Haves:

• Secret Security Clearance
• Due to Federal Contract regulations, must be a U.S. Citizen.

Position Summary:

As a Case Manager, you will work within the Army Casualty and Mortuary Affairs Operations Division at the Army Human Resources Command in Fort Knox, Kentucky. The core mission of this division is to provide essential assistance and support to Army Families during the emotionally challenging time of bereavement.

In this role, you will serve as a vital point of contact for family members, maintaining communication through phone calls, written correspondence, and email. You will also manage case files for unaccounted-for Soldiers and coordinate benefit and entitlement support, interacting with Survivors as needed.

Job Duties:

• Analyze Individual Deceased Personnel Files and Official Military Personnel Files, including reviewing basic case data and facts.
• Request Individual Deceased Personnel Files and Official Military Personnel Files from the Defense Prisoner of War/Missing in Action Accounting Agency, the National Personnel Records Center, the National Archives and Records Administration, or retrieve them from official stored locations if not in the Defense Casualty Information Processing System attachments.
• Input or correct data into the Defense Casualty Information Processing System Basic Data tab.
• Electronically upload Individual Deceased Personnel Files and Official Military Personnel Files to the Defense Casualty Information Processing System as "File Attachments."
• Request a genealogy report for Family Reference Samples in accordance with the Past Conflicts Repatriation Branch Genealogy Standard Operating Procedure.
• Complete a quality assurance correspondence form in accordance with Past Conflicts Repatriation Branch Policy for genealogy requests.
• Journalize genealogy requests in the Defense Casualty Information Processing System.
• Validate the genealogy return report in accordance with the Past Conflicts Repatriation Branch Genealogy Standard Operating Procedure.
• Save the genealogy return report to the Defense Casualty Information Processing System in accordance with the Past Conflicts Repatriation Branch Genealogy Standard Operating Procedure.
• Conduct analysis of the genealogy report return for potential donors.
• Validate the Primary Next of Kin and Secondary Next of Kin.
• List all known living family members in the Defense Casualty Information Processing System Next of Kin tab.
• Research third-party data banks for potential family donors.
• Make initial telephonic contact with potential donors in accordance with the Government-provided script.
• Contact potential donors through correspondence if not reached telephonically.
• Complete the genealogy return report quality assurance correspondence in accordance with Past Conflicts Repatriation Branch Policy.
• Journalize genealogy return report actions in the Defense Casualty Information Processing System.
• Obtain acknowledgment from potential donors to provide a Deoxyribonucleic Acid sample.
• Prepare Family Reference Samples for shipment with mailing labels and required correspondence in accordance with Past Conflicts Repatriation Branch Standard Operating Procedures and Policy, within three days of acceptance by eligible donors. The Government provides mailing labels for the contractor to address.
• Perform quality assurance on Family Reference Samples requests in accordance with Past Conflicts Repatriation Branch Policy by ensuring all information is accurately documented.
• Submit completed Family Reference Sample kit requests to the Past Conflicts Repatriation Branch Operations.
• Ensure a maximum of four Mitochondrial Deoxyribonucleic Acid, two Nuclear Deoxyribonucleic Acid, and two Paternal Deoxyribonucleic Acid kits are to be tested at the Armed Forces DNA Identification Laboratory per case.
• Ensure a minimum of two Mitochondrial Deoxyribonucleic Acid, one Nuclear Deoxyribonucleic Acid, and one Paternal Deoxyribonucleic Acid kit are to be tested at the Armed Forces DNA Identification Laboratory per case, or provide a written explanation if there is an insufficient amount of donors.
• Update kits sent to donors in the Defense Casualty Information Processing System DNA Tracking Tab of the Next of Kin record.
• Track kits sent to the Armed Forces DNA Identification Laboratory from donors through the eLisa database.
• Update and validate information in the Defense Casualty Information Processing System DNA Tracking Tab for the Next of Kin with eLisa data (primary source).
• Contact donors telephonically for follow-up if the Armed Forces DNA Identification Laboratory 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 Defense Casualty Information Processing System and any Government-provided database software programs used for internal inquiry management and customer relationship management software.
• Ensure the Family Reference Sample kit phase of the process is complete by verifying Family Reference Samples Kits have been received by the Armed Forces DNA Identification Laboratory and are in eLisa, and the Defense Casualty Information Processing System is updated with eLisa's information.
• Complete quality assurance correspondence throughout the process in accordance with Past Conflicts Repatriation Branch Policy.
• Ensure Family Reference Sample case completion, which is determined by the Armed Forces DNA Identification Laboratory receiving potential two Mitochondrial Deoxyribonucleic Acid, Nuclear Deoxyribonucleic Acid, and Paternal Deoxyribonucleic Acid to be tested, and Primary Next of Kin has been validated; or if all resources are exhausted, the case will then be reviewed/quality assured by the Past Conflicts Repatriation Branch.
• Complete a minimum of 100 cases per month.
• Submit a monthly workload completion report stating the cumulative number of Family Reference Sample cases completed and remaining, as the contractor works towards fulfilling the annual requirement of completing 1200 Family Reference Sample cases.
• Attend weekly Operations and Training meetings.
• Utilize the Defense Casualty Information Processing System and Government-provided Microsoft Access databases and Microsoft Excel spreadsheets to update case information, case statuses, and reporting.
• Process family member requests for awards and copies of service member records.

Requirements:

• High School Diploma or Equivalent.
• Must possess or be able to obtain and maintain a Government Secret Clearance.
• Proficient with Microsoft Outlook, Word, Excel, and PowerPoint.
• Proficient with Adobe PDF.
• Excellent verbal and written communication skills.
• Familiarity with Army and military terminology is a plus.
• Previous administrative or customer service experience required.