Care Support Partner

Served With Honor • Austin, TX

3d • $55,000 - $66,000 • Remote

About The Position

At Served with Honor, we believe every veteran and their family carries a story that deserves to be heard, honored, and supported. As a Care Support Partner, you will play a pivotal and compassionate role in bringing that belief to life by serving as the primary relationship holder within our Care Delivery Service Model. This role is about building authentic human and digital connections and providing consistent, personalized guidance to clients, families, and caregivers throughout every stage of their journey. Leveraging your skills in human services delivery, you will serve as a trusted navigator and advocate, helping clients access the support they need with dignity and ease.
As the first point of contact through our digital front door, you will engage with empathy, listen actively, assess needs, and collect vital information into our secure client portal. You will be the guiding voice behind timely, coordinated services, ensuring no one is left to navigate complex systems alone.

Requirements

• An understanding of health support systems, benefits, employment services, behavioral health and physical health.
• Demonstrated trauma-informed practices, social determinants of health and the principles of social work or human services delivery.
• Proficient in motivational interviewing, care planning, and solution-focused engagement strategies.
• Proven ability to build rapport, maintain trust, and follow through on commitments to those served.
• Strong interpersonal and written communication skills with the ability to engage compassionately and effectively in a virtual setting.
• Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and understandable manner.
• Comfortable navigating digital tools, CRM systems, omnichannel platforms, and resource databases.
• Ability to learn new processes and adapt to changes.
• Superior problem solving and organizational skills.
• Team-oriented, adaptable, and energized by a mission-driven, fast-paced environment.
• Bachelor’s degree required in Social Work, Human Services, Healthcare Administration, or related field from an accredited institution.
• A minimum of 3-5 years of direct service experience in a person’s centric environment, ideally working in a healthcare or behavioral health setting.
• Experience in remote care coordination, digital navigation, and case management.
• Demonstrated commitment to serving diverse populations with empathy, humility, and respect for cultural differences.

Nice To Haves

• Prior experience in a contact center or remote service setting.
• Familiarity with VA benefit systems, navigation and services, healthcare, including behavioral health and public/private community service programs.
• Knowledge of employment services, workforce development, or veteran transition programs.
• Experience supporting military families or individuals transitioning from active duty.

Responsibilities

• Serve as the primary relationship holder and trusted point of contact for clients, family, and caregivers.
• Conduct thorough intake assessments to identify individual needs, goals, and barriers to care and services.
• Develop individualized service plans that reflect the goals of the client, family, and caregiver and leverage both internal programs and community-based resources.
• Personalized coordination in the delivery of services and access to a network of relationships
• Upload and manage accurate data in the client portal while maintaining updated documentation.
• Communicate and collaborate cross-functionally with internal business lines and service teams to ensure seamless delivery.
• Use motivational interviewing, trauma-informed care, and culturally responsive approaches to build trust and empower decision-making.
• Conduct ongoing follow-up with clients to ensure continuity of care, address emerging challenges, and adjust plans accordingly.
• Actively participate in team meetings, case reviews, and initiatives aimed at improving the client's experience.

Benefits

• Healthcare: PPO and HSA plans
• Retirement: 401(k) with up to 3% employer match
• Flexible Spending: Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Paid Time Off: 30 Days Paid Time Off (PTO), plus 12 paid holidays, including Christmas closure
• Insurance: Short and Long-Term Disability, Life Insurance
• Family & Medical Leave: Paid Parental Leave, Military Leave, and Bereavement Leave
• Other Benefits: Employee discounts, Jury Duty Pay, Time-Off to Vote, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level