Robert Black

GS-11-S1, Hours per week: 40/Salary: $72,553.00

Assigned to a team as their Assistant Coach, maintaining the expected standards of the role, managing 32 LASs. Collaborated with team coach to develop and maintain team schedule to enhance preparedness. Developed strong relationship with Public Contact Representatives/Legal Administrative Specialists (PCR/LAS) to assist in reaching goals, building trust and rapport. Observed PCR/LAS during work hours and mock situations to assess performance and provide tips for improvement. Advised head coach on discipline, performance, and other decision-making areas. Trained PCR/LAS in proper use of equipment for productivity and maximum results. Assisted in supervision of 32 PCR/LASs in meeting quality, availability and talk time standards as outlined by organizational requirements.

• Ability to apply laws, guidelines, regulations, and precedent opinions necessary to analyze, evaluate and make decisions as a supervisor.
• Ability to collect, analyze, present and generate reports on data, deficiency findings, trends, and positive outcomes.
• Comprehensive knowledge of agency programs, policies and objectives, along with knowledge of the sequence of the timing of key programs.
• Extensive knowledge in VBA programs as well as Outreach, Transition and Economic Development (OTED) training curricular

GS-09-S2, Hours per week: 40/Salary: $59,021.00

• On-the-job trained and mentored over 80 trainees during Quarter 2, Quarter 3, and Quarter 4 for FY23 totaling over 1500 hours including several direct Outreach Transition and Economic Development (OTED) mentoring sessions where positive feedback was rendered.

As a Legal Administrative Specialist/Public Contact Representative (LAS/PCR), I assist veterans with their Veterans Administration related questions, primarily focusing on Veterans Benefits Administration, with an even more specific focus on compensation and pension. Veterans call into the 1-800-827-1000 number and are met with a kind, courteous, and professional voice. I help callers with the status of their claims and/or appeals, claim-related work including the review of records, changes of address, direct deposits, appeals, compensation, and death-related claims to include, but not limited to, unemployability, dependency status, education, VA home loans, fiduciaries, and drill pay. Additional benefits in my knowledge base include burial and survivors benefits, such as forms used to apply, timeframes to apply, and needed supporting documentation for the Dependency Indemnity Compensation (DIC) or the Survivors/Death Pension benefits. All information is provided in accordance with Title 38 Code of Federal Regulations (CFR). Callers consistently thank me for my professionalism and for simply taking the time to listen to them. The above tasks were completed with a quality rating of 99.26% for the last fiscal year of 2022 and continue to be completed at the same rate.

I aided in the training and mentoring of fellow teammates and new hires under the direction of coaches and training coordinators on several different occasions, totaling over 1500 hours. I was even observed by OTED and received high marks for my quality and attention to detail in performing this operation. The details of what I trained/mentored on were either in the paragraph above or pre-discussed with training coordinators or the supervisor who requested my assistance in the matter.

I directly performed the training coordinator role on a few occasions, teaching classes to new hires on introductory processes such as Introduction to the National Contact Center (NCC), Introduction to Training, General Veterans Affairs Medical Center (VAMC) Inquiries, and Intro to Veterans Benefits Administration (VBA) Terminology and Resources.

These tasks were completed when I was a mid-grade GS-07 LAS and at the experienced GS-09 LAS. Being assigned to do peer-to-peer mentoring at the GS-07 pay grade was a great honor and demonstrated the trust my supervisors had in my abilities to perform my roles and train others to better perform their roles.

I responded to Ask Veterans Affairs (AVA) inquiries with 98% user quality for the duration of 6 months. During this brief assignment, I was a part of the first response team for the new AVA program. AVA replaced the former Incident Resource Inventory System (IRIS) way of responding to veteran's online inquiries. It promised a 5-business day response timeframe for submitted inquiries. This was in an effort to alleviate call volume for the National Call Center (NCC). The questions asked through the AVA system were similar to the ones asked on the phone line. The difference was that while being an AVA responder, I was able to take my time and respond to the question in great detail, answering not only the question but also anticipating follow-on questions and answering them as well. During my time assigned to this team, I helped in the creation of source material for AVA responses for local users.

There are a plethora of programs that are used as LAS/PCR. Veterans Benefits Management System (VBMS) and Customer Relationship Management/Unified Desktop Optimized (CRM/UDO) were used to view a veteran's records, make updates to beneficiary contact and payment data, give status updates on claims, and some of the appeals under the Appeals Modernization Act (AMA), etc within the bounds of the position. Another system is the Board of Veterans Appeals Caseflow (BVA Caseflow) which is used to give updates on board appeals from both the AMA and legacy systems. Centralized Mail Portal (CMP) and the DOMA (not an acronym) upload tool were used to send info to both veterans and regional office personnel respectively. Proficiency in Microsoft applications, such as Word, Excel, Outlook, Teams, etc. was also expected for the transmittal of data and communication both internally and externally.

Hours: Fluctuates depending on income goal for the day./Salary: $100-$200 per day

Communicated with customers to provide delivery updates and confirm delivery locations. Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep. Obtained confirmation from customers upon delivery of goods. Generated consistent referrals and repeat business by providing friendly and fast service.

Hours per week: 36 PRN (As Needed)/Salary: $18.00 Per Hour - Yearly Fluctuated depending on the need

Provided general patient care, including basic exercise, hygiene and nutrition requirements for up to 33 patients at a time with minimal rest for a 12 hour period. During that time, I completed charting medical records for up to 33 patients with zero errors. While on the job I attended training in record keeping, basic life support, safety and security. Previously certified in Basic Lifesaver (BLS) and Crisis Prevention and Intervention (CPI) which is the safe handling for combative patients to minimize injury to the patient and the care worker. Additional duties included, but were not limited to applying oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge. Supporting patient admissions, discharges, and transfers to promote team productivity. Observing patients under care conditions to help identify symptoms, responses to treatments and progress with goals. Guarding patients at risk of self harm.

E-4, 24/7 Salary: $42,912.00

~Headquarters Company Medic~

Tracked medical readiness for the company, to include appointments, immunizations, and weekly check up for reassessment. Taught a refresher CLS (Combat Lifesaver) courses of 30 plus individuals including command teams with a 100% pass rate. Improved upon IFAK (Individual First Aid Kit) loadout for each individual soldier to include extra gauze and extra tourniquet for increased effectives on the battlefield.

~Aid Station Medic~

Taught CLS (Combat Lifesaver) courses of 30 plus individuals with a 100% pass rate. Organized and accounted for over 10 million dollars with of medical supply inventory to include, personal medical equipment (aid bags, stethoscopes, pulse oximeters, etc, field medical equipment (stretchers, sked co, harnesses, tents, etc.), medical vehicles (The Four Litter Ambulance, the uparmored Humvee, the standard Humvee, etc.) and aid station equipment (hospital beds, lighting, aid cabinets, etc.) with less than 0.01% loss. Kept inventory of over $100,000.00 in pharmaceutical medications with zero errors in accountability. Maintained accurate record keeping, patient identity verification, and clinical duties in a fast-paced work environment. ~Alpha Company Line Medic~ Served as the field medic for 1st platoon of Alpha Company in RC East Afghanistan, COP Honaker Miracle. Conducted bi-weekly inspections of medical equipment in personally prepared IFAKs. Medical evacuated two fellow soldiers with a 100% survival rate. ~Command Team Line Medic~ Conducted bi-weekly inspections of medical equipment in personally prepared IFAKs. Attended pre-deployment training at Ft. Knox, Ft. Carson, and Ft. Polk with successful pass rates from all courses. Maintained medical records for the command team and protection detail. ~Aid Station Medic~ Taught CLS (Combat Lifesaver) courses of 30 plus individuals with a 100% pass rate. Organized and accounted for over 10 million dollars with of medical supply inventory with less than 0.01% loss. Kept inventory of over $100,000.00 in pharmaceutical medications. Maintained accurate record keeping, patient identity verification, and clinical duties in a fast paced work environment.

Reclassified to 68W - Combat Medic/Healthcare Specialist. Graduated with honors due to no test failures. I lead a platoon most of the time I was there and only gave up the position to give one of my juniors a chance at leadership.

Set up ground breaking signal collection technologies. Taught incoming soldiers how to operate said technologies. The technology is still classified and I can not say more. Verified visitor security clearances and eligibility for access into SCIFs. The MOS is now obsolete. During my time at Fort Gordon I was also assigned to the Honor Guard team. This team provided military burials to over 60 deceased veterans in the 4 months that I was assigned to the team. We operated in both a full 8 man team (Drill and Ceremony NCO, Firing Squad NCO, Point man (me), 5 other junior enlisted (specialist and below) and a 3 man team (Drill and Ceremony NCO, Point man (me) and 1 other Junior enlisted. In the 8 man team, we performed taps, performed the 21 gun salute, folded and presented the flag and moved the casket. Upon completion I was awarded an ARCOM (Army Commendation Medal)

During this time, I trained in a now obsolete MOS of 35S - Signal Collector/Analyst. I was quickly phased up due to my attention to detail and soldierly knowledge. I graduated on time with above average test scores

~Basic Training, Fort Jackson, Jackson, SC, 09/2007-12/2007~

I was a bay leader which means I was in charge of 60 entry level soldiers just like myself. I instructed wake up times, cleaning details, guard rotations and additional details while in the bay or sleeping quarters.