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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00228821 |
Description Activated On: 7/30/2025 12:43:50 PM |
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 is responsible for providing financial reimbursement/guidance and other compensation related services to victim of crime, their families, significant others and other claimants. |
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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. Call Center Assistance: 50% Answer VCAP’s 800 number incoming calls, transfer calls, 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. Ensure that the information received via the calls is updated in the Dependable Access for Victim Expenses System (DAVE). Prepare and process telephone requests for applications, forms and program information for mailing as requested. Obtain and maintain detailed working knowledge of the statutes, regulations, policies, and procedures that govern the Victim Compensation Assistance Program. Answer Dave Support emails to provide assistance to claimants, providers, and the general public on claim related questions. Forward documents from Dave Support to the clerical inbox. Return voicemails that come in through the IVR phone system. Claim Processing: 30% Responsible for the claim review, 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. Advocacy: 10% 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: (1) 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. (2) Assist to provide the person with the tools to manage the claim process and to facilitate movement toward financial stability. (3) Provide information and referral offering reliable and appropriate resources in the community. (4) Offer creditor, landlord or employer intervention upon the request of the victim. (5) Follow-up contact to assess if the services requested have been provided, and/or if any additional services are needed. (6) Provide on-site assistance in incidents of mass violence including crisis intervention, support, assistance in completing a compensation application, and information and referral. (7) 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. Technical Assistance: 10% Employee will develop and provide on-site technical assistance to victim service programs throughout the Commonwealth related to the victim’s compensation services provided by those programs. Assistance will include, in part, providing information on implementing or improving direct compensation services to victims/claimants. Employee serves as the single point of contact for several county Victim Service Programs that submit a high volume of claims on behalf of crime victims to the Program. Employee is responsible for establishing and maintaining a working relationship with the Victim Service Programs in order to expedite the processing of claims. This includes the 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, providing on-site technical assistance. The employee is responsible for processing claims that are submitted by these Programs and responsible for developing relationships with law enforcement agencies; service care providers, district attorney’s office, court personnel and funeral home directors in these counties to expedite the processing of claims for victims. Attend and participate in regularly scheduled meetings held by VCAP for its staff and others. Verbally present to VCAP staff reports 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 may be required on short notice. Performs other related duties as required. |
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 the Review and Determination ensuring accuracy and completeness of information entered into the DAVE system and accuracy of award calculations. Determines eligibility by conducting a comprehensive review of the police report to determine if a Claims Review Unit decision is required for contribution assessment or denial. |
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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: N/A 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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