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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00089591 |
Description Activated On: 3/30/2026 11:16:40 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Under the direction of the Claims Processing Supervisor, this position will serve as a Claims Specialist and provide financial reimbursement/guidance and other compensation related services to victim of crime, their families, significant others and other claimants. This position is also required to do outreach and provide technical assistance and advocacy to various providers, employers and other allied professionals in Philadelphia County |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Outreach/technical assistance: 40% Employee serves as the liaison between claim specialists and service care providers, employers, funeral homes, police departments and other allied professionals in Philadelphia County. Employee is responsible for establishing and maintaining a working relationship with Philadelphia Victim Service Providers to expedite the processing claims. This includes assessment of needs, resolving all issues that arise during the processing of the claim, providing clarification on the law, regulations, policies and procedures governing the program, and as needed, delivering and/or retrieving verification forms to ensure completion. The employee is responsible for developing and maintaining positive working relationships with law enforcement agencies, victim service programs, service care providers, district attorney’s office, court personnel, funeral homes, employers and other allied professionals in Philadelphia County to expedite the processing of claims by obtaining required documentation in a timely manner Provide technical assistance which includes, but is not limited to, informational sessions to law enforcement, service care providers, and other allied professionals to explain the claim process, as well as their role in the claim process. Obtain and maintain detailed working knowledge of the statutes, regulations, policies, and procedures that govern the Victim Compensation Assistance Program. Collaborate with claim specialists and supervisor to determine when additional follow up is needed on a request. Attend and participate in regularly scheduled meetings held by VCAP for its staff and others. Verbally present reports to VCAP staff on the status of claim activities. Attend conferences and other skill building trainings as requested to remain current in the work duties of the position. Maintain general knowledge about PCCD and the Office of Victims’ Services’ various programs and functions, as well as the victim assistance services provided by other agencies; provide referrals to appropriate individuals or entities. Travel is required. Performs other related duties as required. Claim Processing: 30% Responsible for the claim investigation, determination, disposition, and reimbursement preparation for victims/claimants. This includes, but is not limited to: • Verifies and calculates all out-of-pocket losses and loss of earnings for new claims and supplemental claims; • Contacts the appropriate entity or AOPC for court ordered restitution and updates the DAVE system with accurate information; • Reviews, analyzes and prepares summaries of complex claims to assist in the decision-making process. • Consults with the Program supervisors and legal counsel as necessary. • Prepares any follow-up correspondence to the claimants, providers or associated parties to the claim. Employee is responsible for serving as a Victims Compensation advocate to victims/claimants with self-filed claims in Philadelphia County. Employee will refer victims to a local victim service agency in Philadelphia County. However, if they chose not to seeks services from the local victim service agency, employee would serve as their VCAP advocate. Employee would meet with the victim/claimant for the purpose of assisting with the claim process. This includes but is not limited to: obtaining documentation, reviewing VCAP letters and documentation, and explaining claim process. Advocacy: 20% In conjunction with other compensation and financial assistance services, and consistent with victim service theory and practice, the Claim Specialist will interact with victims and assist to ensure their rights and services as provided by law, and consistent with victim services standards and procedures. The employee, in consultation with supervisors, benefit trainers, and/or 2nd approvers, will provide: • Support in order to assist the victim in managing the events resulting from the victimization, and to assist the victim in identifying the steps necessary to address his or her concerns related to the victimization and its aftermath. • Assist to provide the person with the tools to manage the claim process and to facilitate movement toward financial stability. • Provide information and referral offering reliable and appropriate resources in the community. • Offer creditor, landlord or employer intervention upon the request of the victim. • Follow-up contact to assess if the services requested have been provided, and/or if any additional services are needed. • Provide on-site assistance in incidents of mass violence including crisis intervention, support, assistance in completing a compensation application, and information and referral. • Provide sensitive and detailed claim and program information to and answer questions from victims/claimants, service care providers, law enforcement, victim service programs, attorneys, court personnel, the general public, and other interested and authorized parties. Call Center Assistance: 10% Answer VCAP’s 800 number incoming calls, transfer calls (when needed) and document call types. Monitor the queue for incoming calls. Use a variety of telephone techniques, customer skills and program resources to provide information including, but not limited to, eligibility requirements, procedures, types of benefits, monetary limitations, questions on emergency awards, how a claim is verified, assistance with filing claims, providing referrals, and claim status. Ensures that the information received via the call is updated and documented in the DAVE system. Answer DAVE Support emails to provide assistance to claimants, providers, and the general public on claim related questions. Forward documents to DAVE Support to the clerical inbox. Return voicemails that come in through the IVR phone system. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Reviews and determines eligibility for new claims received by applying the Crime Victim’s Act, the rules and regulations governing the Program, and the Program’s Processing Guidelines with involvement from supervisors, benefit trainers, and/or 2nd approvers. Prepares statutory denials, award reconsiderations and award reaffirmations based on documentation received from the claimant and others as needed to effectuate decisions on claims with consultation, as needed, from a supervisor. Determines need for additional informational sessions and/or follow up with providers/law enforcement. Independently responsible for creating and maintaining a relationship with providers and law enforcement. Also, responsible for doing follow ups to the provider. Responsible for delivering verification forms to proper entities |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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