Personnel Assistant III - Passport Administrative Support

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.

As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

The Military Passport Administrative Support Clerk provides administrative and customer-service support to a military installation passport office. The clerk assists service members, civilian employees, and eligible family members with preparing passport application packages associated with authorized government travel. Responsibilities include scheduling appointments, explaining published application instructions, conducting preliminary completeness reviews, maintaining tracking records, and coordinating documentation with designated government passport agents. This position requires in-depth subject-matter knowledge and judgment to process applications consisting of numerous steps that vary in nature and sequence while supporting accurate, timely processing, protecting personally identifiable information, and maintaining accountability for documents entrusted to the office.

Primary Duties

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Conduct preliminary completeness reviews of passport and visa application packages, identifying missing fields, apparent inconsistencies, or missing supporting documents and preparing packages for review and execution by the designated government passport agent.
• Support passport and visa-related administrative processing for authorized government travel in accordance with current agency instructions.
• Enter and update application information in authorized tracking systems and maintain appointment records, submission logs, correspondence, and status reports.
• Prepare transmittals and shipment materials for government-reviewed packages and dispatch them only as authorized by office procedures.
• Receive, log, safeguard, route, and release passports and supporting documents while maintaining custody records and required receipt acknowledgments.

Additional Responsibilities

• Monitor pending cases and communicate documented status information without guaranteeing issuance or delivery dates; elevate urgent travel needs, returned packages, and unresolved discrepancies to the government point of contact.
• Protect personally identifiable information and sensitive travel information through approved storage, access, transmission, retention, and disposal practices. Promptly report suspected loss, unauthorized disclosure, or document irregularities through established channels.
• Maintain current forms, checklists, supplies, and desk procedures; complete required training and support authorized records reviews and quality-control activities.
• Provide workload and processing-status information to the contractor supervisor and authorized government contacts as required by the contract.
• Process passport and visa photographs, as applicable.
• Support the installation reassignment briefing and provide updates on passport processing procedures.
• Consolidate statistical data and submit appropriate information weekly and monthly as required.
• Maintain updated training slides to assist customers in completing applications correctly.
• Maintain current knowledge of all changes implemented by the State Department that affect passport processing and disseminate information as appropriate.

Qualifications: Education, Experience, and Certification(s)

• High school diploma or equivalent required.
• Experience supporting a military installation, government travel office, personnel office, or passport-processing operation preferred.
• Familiarity with permanent change of station and temporary duty travel documentation preferred.
• Familiarity with special-issuance passport terminology and the distinction between official-travel and personal-travel passport services preferred.
• Experience maintaining document-custody logs, preparing controlled shipments, and resolving administrative package deficiencies preferred.
• Experience providing administrative, records-management, document-processing, or customer-service support sufficient to perform the assigned duties preferred.
• Must be able to obtain and maintain installation access, government-system access, credentials, and any background investigation required for the specific contract and position.

Knowledge, Skills, and Abilities

• Ability to follow detailed written procedures, review documentation for completeness, enter information accurately, and maintain organized records.
• Clear oral and written communication skills and the ability to explain procedural requirements professionally and speak before large groups of customers.
• Must be proficient in Microsoft Office applications, including Word, Excel, and PowerPoint, as well as standard office software, email, electronic calendars, scanners, and document-tracking systems.
• Ability to manage competing priorities, handle sensitive documents discreetly, and recognize matters requiring government review.
• Must have basic knowledge and experience protecting Personally Identifiable Information (PII) and Protected Health Information (PHI).
• Must have knowledge of military-related abbreviations, acronyms, HQDA governing directives, military HR personnel policies, and installation-level operating procedures.
• Must possess effective customer-service skills, including the ability to respond professionally to sensitive inquiries, complaints, negotiations, and team activities.
• Must possess strong organizational, administrative, verbal, and written communication skills, with a high degree of attention to detail.
• Must be able to independently organize, monitor, and distribute information to customers.
• Must be customer-service oriented and able to work effectively and professionally with diverse customer groups.

What We Offer - for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information