You will serve as an Archives Technician in the developmental capacity as a Reference Service team member, located within one of the Core Units, Military Personnel Records (MPR) Center. The teams provide "World Class" customer service and are tasked with continually improving the responsiveness and quality of service provided to the customer. It is intended that the incumbent continue to develop the required technical expertise related to military records while responding to customer inquiries.Learn more about this agency
This is a developmental position and at the full performance level the incumbent will perform the following duties:
- Conducts the initial review of incoming requests, which may include inquiries concerning fire destroyed and/or damaged records and/or Congressional and/or highly sensitive and/or regarding a high-ranking governmental official, and determines, based on the contents of the request, what records and/or information is required. Screens out requests which cannot or should not be processed because of illegibility, lack of identifying information, obvious nonmilitary service, non-receipt of pertinent records, and/or misdirected inquiries.
- Communicates directly with all levels of customers in person, by telephone, and/or e-mail to obtain clarification of the request or additional information, which may facilitate the response. Determines the releasability of requested information by applying knowledge of laws, regulations, policies and procedures regarding disclosure of personnel and medical information (e.g., Freedom of Information Act, Privacy Act, restrictions imposed by the military services). If the information requested cannot be provided, documents the rationale and reason in writing to the customer using an automated word processing system, accessing standard formats and paragraphs and/or composing individualized replies as needed to adequately respond to the customer's inquiry(s). Provides guidance to the customer regarding the additional information needed for future action.
- Responds to a variety of types of requests for information regarding military service.Investigates conflicting record information, apparent errors, and/or omissions of record data. Documents issues and findings. Determines and implements the appropriate course of action. Assists the Research Room attendant by coordinating with Center offices to expedite the compilation of information. Accompanies the customer during the review of records, explaining the documents as appropriate. May serve as the Research Room attendant on a rotating basis. Requests received from veterans and/or veterans' family, and/or government and/or private researchers are for the purpose of establishing entitlement to veterans benefits and/or additional benefits or services dependent upon verification of information contained in the veteran's and/or veteran's family member's record.
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This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/519844900. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.