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Personnel Assistant III (QCT), Navy ICA

Company: Magellan Health
Location: Virginia Beach
Posted on: September 12, 2021

Job Description:

Serves as Lead ID card specialist and may operate as an autonomous service provider at a single-person site or as a Team Leader for sites with multiple ID card specialists. Provides professional military personnel support services to the U.S. Navy’s Identification Card Administration (ICA) program at Navy installations designated as Defense Enrollment Eligibility Reporting System (DEERS) and Real-time Automated Personnel Identification System (RAPIDS) sites.

  • Serves as ID Card/Common Access Card (CAC) customer service specialist trained and certified by the Defense Manpower Data Center (DMDC).
  • Delivers ID Card services to all personnel assigned to support customer commands, other military service personnel, retirees and their dependents, and contractors verified through the Trusted Associate Sponsorship System (TASS).
  • Performs as a Verifying Official (VO) on DEERS/RAPIDS terminal and ensures inputted data for accuracy and correctness. Verifies the identity and eligibility of authorized DoD beneficiaries, issues DoD Identification Cards and performs DEERS updates in accordance with DoD regulations and AFI 36-3026.
  • Issues and strictly controls Armed Forces identification and privilege cards for all eligible personnel, (i.e., active duty military, retired military, 100% Disabled American Veteran (DAV) and respective dependents and verified contractors.
  • Operates and maintains RAPIDS workstations, processes CACs, assists customers with questions concerning identification card eligibility, application requirements and DEERS, and answers telephone inquiries.
  • Accomplishes DEERS enrollment and updates for all eligible beneficiaries, reconciles erroneous DEERS information, performs PIN resets, verifying and updating PKI certificates, and provides other ICA services as necessary.
  • May also be certified by DMDC as Site Security Manager (SSM) with responsibility for the safekeeping, storing, and accountability of the CAC and related consumable materials.
  • Maintains RAPIDS equipment within the physical parameters and configurations established at the time of installation. Performs “User Maintenance on RAPIDS equipment.

NARRATIVE DESCRIPTION OF DUTIES:

  • Assists the Navy ICA Quality Control Manager (QCM) in maintaining a Contractor Quality Management System (QMS) to provide an effective and efficient means of identifying and correcting problems across the geographically dispersed Navy ICA enterprise.
  • Assists the QCM in executing a Quality Control Plan (QCP) that defines the framework and metrics for assessing compliance with Navy ICA performance standards.
  • Understands Navy QC expectations, applies uniform interpretation of performance standards, and identifies performance deficiencies and assesses client satisfaction.
  • Assists QCM to develop site inspection schedules and conducts site inspections and training and assistance visits.
  • Maintains a file of all scheduled and performed QC inspections, inspection results, and dates with details of corrective and preventive actions.
  • Evaluates customer satisfaction by monitoring client feedback through the Interactive Customer Evaluation (ICE) system and feedback from Navy installation Designated Government Representatives.
  • Ensures all contractor employees maintain all required DOD online training and appropriate DMDC certifications for operating DEERS/RAPIDS Systems.

Other Job Requirements

Responsibilities

QUALIFICATIONS:

Must be U.S. citizen and possess favorably adjudicated Tier 3 (NACLC) security investigation.

Minimum of one year of experience in a Customer Service environment.

HR background in either of the following disciplines: Military Pay, Military Personnel, Travel Claims or Navy Transportation. Substitutions for HR background can be from similar experience gained in either the private sector or other Federal Agency.

Must be knowledgeable in ICA policy and site operations and possess excellent training and interpersonal communication skills.

Must be proficient in Microsoft Office and able to write reports with correct grammar and professional language.

Must be able and willing to travel intermittently with limited notice for an undetermined length of time.

  • High School diploma or equivalent.
  • 1+ years’ experience in a Customer Service environment.
  • HR background in one of the following disciplines: Military Pay, Military Personnel, Travel Claims or Navy Transportation. Substitutions for HR background can be from similar experience gained in either the private sector or other Federal Agency.
  • Proficient in both oral and written communication to communicate effectively and explain complex actions regarding military entitlements, allowances and collections.
  • Working knowledge of Microsoft Office Products, i.e. Word, Excel, Power Point.
  • Working knowledge of standard office equipment such as computers, electric typewriters, copiers, fax machines, scanners and other office automation systems.
  • Must be U.S. citizen and possess favorably adjudicated Tier 3 (NACLC) security investigation.

General Job Information

Title

Personnel Assistant III (QCT), Navy ICA

Grade

WDN_ICA_PAIII

Work Experience

Education

High School (Required)

License and Certifications - Required

License and Certifications - Preferred

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their
position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.

Keywords: Magellan Health, Virginia Beach , Personnel Assistant III (QCT), Navy ICA, Other , Virginia Beach, Virginia

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