Outreach Specialist

Job Title:  Outreach Specialist

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.

Summary- This is a contingent opportunity and would begin work upon the contract award. The Wounded Warrior Call Center (WWCC) is the primary source of contact for wounded, ill and injured Marines and their family members to request and obtain appropriate non-medical assistance from the Marine Corps’ Wounded Warrior Regiment (WWR). This assistance includes case management, advocacy, resource identification, referral, information distribution, and care coordination services. The WWCC provides these wide range of services via phone calls, emails, text messages, and social media.

The Wounded Warrior Outreach Specialist differs from the usual customer service role. This position is the bridge to ensure that Marines who are navigating complex recovery circumstances are being reached, supported, and connected to the right sources to help them thrive.  Outreach Specialists do not perform intake, case assignment, or primary case management functions, which remain the responsibility of Customer Care Representatives and Non-Medical Case Managers.

Must be flexible to support an assigned shift as needed between the timeframe of 11:30AM - 8:00PM ET. 

Preference for candidates who live within commutable distance to Quantico or Camp Lejeune.

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.
• Must respond to requests for assistance on applications or social media sites within sixty (60) minutes during operational times and within two hours of return from nonoperational times.
• Identifies emerging issues or trends and coordinate referrals to appropriate programs, case managers or support agencies.
• Assist 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
• Understands the significance of the cultural bond and Marine ethos needed 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 software and demonstrated ability to use software to prepare reports and provide information.
• Strong technology skills, as well as ability to navigate multiple computer systems simultaneously.
• 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

• Previous 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.
• This position requires access to U.S. Government facilities and systems and requires U.S. Citizenship, a valid driver's license, transportation, and auto insurance.

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work both independently and as part of a team.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and suggestions and initiating process improvement or new ways of working.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands: Works in home office area.  Sits, stands, bends, lifts, and moves intermittently during working hours. Uses laptop, headset, printer and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: This position is remote and the employee should ensure a quiet workspace with minimal distractions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Compensation is based on geographic location and experience. Wages are available upon request.