Overview
Job Title: Outreach Specialist
Zeiders is an industry leader in military and family support. Located in Woodbridge, VA, Zeiders supports clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with a strong passion for our mission and commitment to quality service.
Summary This is a contingent opportunity and would begin work upon contract award. The Wounded Warrior Call Center (WWCC) is the primary source of contact for wounded, ill and injured Marines and their families to request and obtain appropriate non-medical assistance from the Marine Corps’ Wounded Warrior Regiment (WWR). Services include case management, advocacy, resource identification, referral, information distribution, and care coordination. WWCC provides these services via phone, email, text, and social media.
The Outreach Specialist role bridges gaps to ensure Marines navigating complex recovery circumstances are reached, supported, and connected to appropriate sources to help them thrive. Outreach Specialists do not perform intake, case assignment, or primary case management functions; those are the responsibilities of Customer Care Representatives and Non-Medical Case Managers.
Essential Duties And Responsibilities
Monitors social media sites (e.g., Facebook and Instagram) to ensure all support needs of the Recovering Service Members (RSM) are being met.
Responds to requests for assistance on applications or social media sites within sixty (60) minutes during operational times and within two hours of return from non-operational times.
Identifies emerging issues or trends and coordinates referrals to appropriate programs, case managers or support agencies.
Assists with follow-up actions, special outreach campaigns, and reporting requirements in support of program leadership.
Maintains familiarity with benefits, entitlements, and support services related to medical care, transition assistance, education, employment, family support, and quality-of-life services.
Supervisory Responsibilities No supervisory responsibilities required.
Required Qualifications
Bachelor’s Degree
Minimum two (2) years of experience in client-facing support or service coordination roles involving direct client communications, proactive follow-up and connection to appropriate resources
Strong interpersonal communication skills with the ability to build rapport and trust
Knowledge of Marine Corps culture
Understanding the significance of the cultural bond and Marine ethos when dealing with Marines
Knowledge and understanding of the range of support resources and benefits available to Wounded Warriors, including general eligibility and access processes
Proficiency in Microsoft Office Suite and ability to use software to prepare reports and provide information
Strong technology skills and ability to navigate multiple computer systems
Strong data entry/typing skills with a high degree of accuracy
Excellent oral and written communication skills
Ability to document outreach efforts and coordinate follow-through actions with case managers or supervisors
Ability to work within structured protocols and escalation procedures
Ability to work with diverse populations with varying needs
Preferred Qualifications
Experience supporting this contract as a Customer Care Representative
Other Requirements
Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints
Requires access to U.S. Government facilities and systems; U.S. Citizenship, valid driver’s license, transportation, and auto insurance
Competencies
Ability to work independently and as part of a team
Interpersonal skills focused on solving conflict, maintaining confidentiality, listening, and process improvement
Oral communication: clear, persuasive, and responsive in diverse situations
Judgment: demonstrates sound decision-making and explains reasoning
Professionalism: tactful, respectful, responsible, and dependable
Physical Demands Works in a home office environment. Sits, stands, bends, lifts, and moves intermittently. Uses laptop, headset, printer, and other office equipment. May occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Work Environment Remote position; the employee should maintain a quiet workspace with minimal distractions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Equal Opportunity Zeiders Enterprises, Inc. is an Equal Opportunity Employer. Compensation is based on geographic location and experience. Wages are available upon request.
#J-18808-Ljbffr
Zeiders is an industry leader in military and family support. Located in Woodbridge, VA, Zeiders supports clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with a strong passion for our mission and commitment to quality service.
Summary This is a contingent opportunity and would begin work upon contract award. The Wounded Warrior Call Center (WWCC) is the primary source of contact for wounded, ill and injured Marines and their families to request and obtain appropriate non-medical assistance from the Marine Corps’ Wounded Warrior Regiment (WWR). Services include case management, advocacy, resource identification, referral, information distribution, and care coordination. WWCC provides these services via phone, email, text, and social media.
The Outreach Specialist role bridges gaps to ensure Marines navigating complex recovery circumstances are reached, supported, and connected to appropriate sources to help them thrive. Outreach Specialists do not perform intake, case assignment, or primary case management functions; those are the responsibilities of Customer Care Representatives and Non-Medical Case Managers.
Essential Duties And Responsibilities
Monitors social media sites (e.g., Facebook and Instagram) to ensure all support needs of the Recovering Service Members (RSM) are being met.
Responds to requests for assistance on applications or social media sites within sixty (60) minutes during operational times and within two hours of return from non-operational times.
Identifies emerging issues or trends and coordinates referrals to appropriate programs, case managers or support agencies.
Assists with follow-up actions, special outreach campaigns, and reporting requirements in support of program leadership.
Maintains familiarity with benefits, entitlements, and support services related to medical care, transition assistance, education, employment, family support, and quality-of-life services.
Supervisory Responsibilities No supervisory responsibilities required.
Required Qualifications
Bachelor’s Degree
Minimum two (2) years of experience in client-facing support or service coordination roles involving direct client communications, proactive follow-up and connection to appropriate resources
Strong interpersonal communication skills with the ability to build rapport and trust
Knowledge of Marine Corps culture
Understanding the significance of the cultural bond and Marine ethos when dealing with Marines
Knowledge and understanding of the range of support resources and benefits available to Wounded Warriors, including general eligibility and access processes
Proficiency in Microsoft Office Suite and ability to use software to prepare reports and provide information
Strong technology skills and ability to navigate multiple computer systems
Strong data entry/typing skills with a high degree of accuracy
Excellent oral and written communication skills
Ability to document outreach efforts and coordinate follow-through actions with case managers or supervisors
Ability to work within structured protocols and escalation procedures
Ability to work with diverse populations with varying needs
Preferred Qualifications
Experience supporting this contract as a Customer Care Representative
Other Requirements
Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints
Requires access to U.S. Government facilities and systems; U.S. Citizenship, valid driver’s license, transportation, and auto insurance
Competencies
Ability to work independently and as part of a team
Interpersonal skills focused on solving conflict, maintaining confidentiality, listening, and process improvement
Oral communication: clear, persuasive, and responsive in diverse situations
Judgment: demonstrates sound decision-making and explains reasoning
Professionalism: tactful, respectful, responsible, and dependable
Physical Demands Works in a home office environment. Sits, stands, bends, lifts, and moves intermittently. Uses laptop, headset, printer, and other office equipment. May occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Work Environment Remote position; the employee should maintain a quiet workspace with minimal distractions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Equal Opportunity Zeiders Enterprises, Inc. is an Equal Opportunity Employer. Compensation is based on geographic location and experience. Wages are available upon request.
#J-18808-Ljbffr