Santos Garcia
Fort Knox,KY
Summary
Dynamic and results-driven professional with extensive experience at the Department of Army Human Resources Command. Expert in case management and regulatory compliance, successfully certifying claims valued at up to $100M. Proven ability to communicate effectively and lead teams, enhancing operational efficiency and supporting military families with dignity and respect.
Overview
30
30
years of professional experience
Work History
Casualty Affairs Case Manager
Department of Army Human Resources Command
Fort Knox, KY
09.2008 - Current
- Manages and provides Quality Assurance for the Army's Casualty program in an Area of Responsibility (AOR) that touches several states, and supports Soldiers, Army Veterans, Spouses, and Retirees.
- Acted as the Senior Mortuary Case Manager for the Casualty Mortuary Affairs Operation Division (CMAOD) at the Human Resources Command (HRC) in Fort Knox, Kentucky.
- Work in direct contact with the Armed Forces Medical Examiner to ensure remains are released and ready for interment in a timely manner.
- Advised Casualty Case Management Chief on monetary and mortuary-related matters for current and past decedent cases, enhancing decision-making and case resolution.
- Advisor to Casualty Case Management Chief for organizational process, relationships between sections and functions, and strategy; recommends courses of action and policy changes based on ever-changing operational environment.
- Ensures regulatory compliance of the Army Casualty Program
- Coordinated actions of 32 worldwide Casualty Assistance Centers, external agencies, and internal stakeholders to ensure timely provision of authorized mortuary entitlements.
- Certifies insurance claims valued at approximately $40M to $100M annually.
- Partner with the Veterans Administration and Defense Finance Accounting Service to establish Dependent and Indemnity Compensation, Survivor Benefits, Death Gratuity, Basic Allowance for Housing, Unpaid Pay and Allowance, Travel, Thrift Savings Plan.
- Series: 0301 - Grade: 11
Case Manager
Serco NA
Arlington, VA
06.2006 - 09.2008
- Trained staff and provided policy and procedural guidance to 34 Casualty Assistance Centers worldwide. Answer telephonic and written inquiries from representatives of The White House, Office of Congressional Legislative Liaison Office, and Army Operations Center. Compiled daily statistical reports to assess workload accuracy at Casualty Mortuary Affairs Operation Center and 34 worldwide CACs, identifying mismatched data and potential issues. Utilized various computer systems applications. Multitasking, Prioritizing, Organization, Dependability, Interpersonal Skills, Research, Data extraction and entry, training staff; strategizing and planning for future needs Creating and enforcing policies and procedures, Proactive approach to solving business, problems, Strong leadership and influencing skills, An understanding of legal practices and policies, Excellent communication skills, Typing, Filing, Microsoft Office, Telephonic Skills
- Hours per week: 40
- Oversaw management of case files for federally funded service programs to ensure compliance.
- Assessed intake records to validate client eligibility criteria for services provided.
Mortuary Affairs Specialist
US Army
Alexandria, VA
04.1997 - 12.2003
- Coordinated mortuary affairs operations for US Army casualty and remains handling missions.
- Prepared remains transfer documents and accountability records for the Army chain of custody.
- Collected, inventoried, and safeguarded personal effects from deceased service members.
- Supervised receiving, processing, tentative identification, evacuation, temporary interment, and disinterment of deceased military and civilian personnel, ensuring respectful handling and compliance with protocol. Recovered, collected, inventoried, safeguarded, and evacuated personal effects of deceased soldiers, preserving the dignity of the fallen and supporting their families. Participated in drills and combat, aiding in mobilization of vehicles, troops, and weaponry, assisting in reconnaissance missions, and processing prisoners of war and captured documents, contributing to mission readiness and operational success. Completed 9 weeks of Basic Combat Training and Advanced Individual Training, with time spent in the classroom and in the field.
- Hours per week: 40
Education
Associate's degree - Criminal Justice
Daymar College
Fern Creek, KY06-2013
Some college (no degree) -
Army Management Staff College
Fort Leavenworth, KS06-2013
Some college (no degree) -
Army Management Staff College
Fort Leavenworth, KS06-2013
Skills
- Case management
- Regulatory compliance
- Claims processing
- Benefits administration
- Casualty management
- Eligibility verification
- Records management
- Quality assurance
- Data entry and analysis
- Attention to detail
- Effective communication
- Time management
Language skills
Spanish Spoken: Intermediate | Written: Intermediate | Read: Intermediate
Timeline
Casualty Affairs Case Manager
Department of Army Human Resources Command
09.2008 - Current
Case Manager
Serco NA
06.2006 - 09.2008
Mortuary Affairs Specialist
US Army
04.1997 - 12.2003
Associate's degree - Criminal Justice
Daymar College
Some college (no degree) -
Army Management Staff College
Some college (no degree) -
Army Management Staff College