After 32 years of federal service and 27 years of handling Federal Employees’ Compensation Act (FECA) claims as an OWCP Claims and Senior Claims Examiner and lastly at the VA, I’ve stepped into retirement from government employment, taking advantage of my full retirement package that seemed to be the best decision at the time. Like many who leave government service, I’m grateful for the decades of work, the people I served alongside, and the sense of purpose in helping injured employees navigate a system that is often complicated and, at times, overwhelming.
Moreover, federal agencies and the staff they employ have to do more with less. As the federal government is expected to downsize the federal workforce by nearly 300,000 employees by the end of 2025, and the lifting of the federal hiring freeze with a 4-to-1 hiring ratio, where agencies will be allowed to hire one new employee for every four employees who leave federal service. The loss of institutional knowledge will be significant as agencies risk Workers’ Compensation Specialist being overworked and under supported.
I find myself thinking less about the cases and the regional and national programs I managed and more about the people who will be opening and managing workers’ compensation claims. My concern is not whether they’ll work hard, they will. It’s whether they’ll have access to the same institutional knowledge that I and others like me carried with me through years of handling FECA claims and have left federal employment. When I left, I took my years of FECA institutional knowledge with me, as have many others with experience as a Claims Specialist, leaving the government sector bereft.
The Value of Institutional Knowledge
When you work long enough in any program, especially one as complex as FECA, you start to accumulate insights that don’t live in manuals, OWCP bulletins, or even training courses. You learn the nuances:
- How to interpret a 10-month letter beyond its boilerplate language.
- When to recognize that “just one more doctor’s note” really signals the need for a case management intervention.
- Which claimant behaviors are red flags for fraud versus which ones are signs of genuine confusion.
- How to translate dense regulatory language into plain English for a claimant, so they feel informed instead of dismissed.
- The role and responsibilities of an OWCP Claims Examiner and how to work with the Claims Examiner.
- Working with and understanding the needs of agency senior leadership.
That knowledge isn’t written down anywhere, it’s lived, observed, and refined over time.
The Risk for New Employees
Newly minted workers’ compensation specialists are stepping into roles that demand not just knowledge of the rules, but wisdom in applying them. Without strong access to mentorship and accumulated case examples, they risk:
- Over-relying on policy manuals without understanding practical context.
- Delays in decision-making while they “reinvent the wheel” on processes others already mastered.
- Misinformation new employees are often assigned a case load without proper training and oversight the may provide incorrect information to a claimant or case management actions that jeopardizes the claimant’s rights, benefits, Privacy Act and HIPPA issues. This can leave the agency vulnerable to complaints, grievances, EEO and MSPB claims with the potential of costing the agency significant monetary settlements.
- Burnout, from trying to manage both learning and heavy caseloads without support.
In short, the program risks losing efficiency, accuracy, and empathy if that accumulated wisdom isn’t passed down.
Building Bridges, Not Just Manuals
So how do we fix this? I’d argue the answer isn’t just more documentation. Manuals are essential, yes-but they don’t capture the feel of working a case. What new specialists need is:
- Mentorship programs pairing retirees or senior staff with new hires, even virtually.
- Case study libraries where real (anonymized) cases are broken down step-by-step to show decision-making in action.
- Knowledge-sharing platforms—internal blogs, Q&A boards, or recorded workshops—where specialists can capture lessons in real time.
- A cultural shift that values taking the time to explain “why” behind a decision, not just “what” to do.
For those newly promoted into management positions I understand the role you are now serving I too was there. The role you serve is multifaceted since you are now managing, developing, guiding and training a staff, addressing complaints and concerns from various stakeholders, communicating to leadership and understanding what your leadership is looking for from your program. This extends to capturing your leadership’s attention gaining their support while providing results at the same time. This is a copious task but truly rewarding at the same time.
Why I Still Care
The success of FECA claims management isn’t just about compliance—it’s about trust. Trust that injured federal employees are being treated fairly and receive the benefits they are entitled to receive. Trust that taxpayers’ dollars are being safeguarded. And trust that agencies are consistent, even as faces change behind the desks.
That trust depends on continuity of knowledge. If we don’t bridge the gap between seasoned specialists and those just starting out, there is a risk of losing more than efficiency, there will also be a loss of credibility.
A Call to Action
To my former federal colleagues and leaders in federal agencies: don’t let the expertise walk out the door when employees retire. Capture it. Share it. Invest in it and always have a succession plan. Succession plans require identifying, assessing and developing talent to create program continuity.
To the new specialists just getting started and newly promoted managers: know that you’re stepping into an important, complex, and meaningful role. Seek out mentors, ask questions, and push for access to institutional knowledge. Your growth, and the integrity of the program, depends on it.
My New Role
As for me, leaving federal employment I recognized the knowledge I have will always be mine, but I am also cognizant of the impact of the loss of institutional knowledge. That’s why I’m committed to sharing my knowledge through contracted consultation and case management services.
This model allows me, and others like me, to supplement ongoing initiatives, provide mentorship, and pass on institutional knowledge in a structured way. Agencies benefit by filling knowledge gaps quickly, while new specialists gain access to the practical wisdom that only comes from those of us with years in the trenches.
I hope to keep contributing to a program I care deeply about ensuring that the lessons I learned over decades aren’t lost but carried forward. Organizations thrive when continuity and institutional knowledge is passed to the next generation of leaders and specialists.
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Schedule a call with Craig DeMello, a nationally recognized expert in Federal Workers’ Compensation. With over 30 years of experience in public service, Craig provides practical insight and proven expertise to help clients navigate complex federal claims. As a Government Services Specialist at Frasco, he is dedicated to delivering clear answers and effective strategies to support your agency’s goals.
Disclaimer: This blog post is for informational purposes only and should not be considered legal advice. Please consult your general counsel for specific legal guidance. Frasco investigators are licensed, and our operations comply with US industry, federal, state, and local laws.