Complex Case Coordination (C3) Liaison

Wounded Warrior Project • Jacksonville, FL

21h • Hybrid

About The Position

The Wounded Warrior Project (WWP) Complex Case Coordination (C3) Liaison responds to crisis referrals of warriors, performs initial assessments, guides warriors towards appropriate internal WWP resources or arranges external resources, acts as a case manager for treatment planning and stabilization, and eliminates barriers to care as appropriate. The Complex Case Coordination (C3) Liaison serves as an advocate to ensure rapid, coordinated, and collaborative response to warriors with difficult, complex, urgent issues that exceed the current capability or scope of any specific WWP program. The liaison coordinates and advocates with local resources, Federal resources (i.e., Veterans Administration, Dept of Defense, etc.), Veteran Service Organizations, and private facilities to establish an effective and comprehensive plan for the Warrior.

Requirements

• Four years of experience as a social worker or in a mental health related field.
• Four years of experience working with veteran healthcare-focused programs and case management.
• Four years of experience working with military and veterans’ population in support of their development and readjustment.
• Bachelor’s degree in social work, psychology, rehabilitation counseling, case management, or related mental health field.
• Ability to obtain ASIST Certification within 1 year of hire.

Nice To Haves

• Five years of experience working with local community and government resources providing services for warriors in crisis.
• Five years of experience working with and providing support to wounded service members who are dealing with both visible and invisible injuries, e.g., brain injury, post-traumatic stress disorder, and combat stress.
• Five years of experience as a social worker.
• Proficient in Salesforce or other CRM system.
• Master’s degree in social work, psychology, rehabilitation counseling, case management, or related mental health field.
• ASIST Certification.

Responsibilities

• Serve as subject-matter expert and resource in the planning, coordination, and execution of and participation in mental health programs, enhancing the quality of warriors’ resiliency and psychological well-being.
• Maintain a caseload of assigned warriors.
• Perform comprehensive screenings and conduct needs assessments to identify and coordinate appropriate external care for warriors dealing with complex mental and physical health issues requiring immediate intervention.
• Partner closely with warriors’ care teams to develop and implement treatment plans aligned with the warrior’s goals.
• Develop and encourage a collaborative relationship with warriors to maximize the warrior’s ability to make informed decisions, utilizing a warrior-centric model, within organizational parameters and serve as the WWP point of contact, following up with warriors throughout their care, treatment, and recovery.
• Collect and maintain sensitive protected health information according to organizational standards as required to coordinate warrior care.
• Facilitate admission and discharge planning by coordinating with available internal and external resources.
• Coordinate with warriors’ families and advocates, as appropriate, to ensure necessary treatment, post discharge services and resources are provided.
• Ensure case documentation, service provided, and data are maintained accurately, timely, and appropriately within WWP internal databases.
• Provide transition support with programmatic referrals to WWP programs.
• Coordinate comprehensive support and care for warriors by orchestrating involvement in one or multiple internal WWP programs or external organizations, such as the Veteran’s Administration (VA), Community Care Network Providers, and social services agencies.
• Collect necessary documentation to facilitate payment for WWP-funded care and manage additional invoices needed to request payments on behalf of warriors and their households, in accordance with WWP guidelines.
• Input data into relevant WWP electronic tracking systems, including warrior, family member, spouse, VA points of contact, and/or caregiver databases such as Salesforce, ensuring accurate and timely updates for each case.
• Empower warriors for lasting recovery by mitigating the challenges that precipitated the crisis while removing barriers to care to enable the warrior to receive needed assistance.
• Develop a comprehensive understanding of external resources, treatment options, mental health diagnosis, medical needs, and treatment programs.
• Provide feedback to Program leadership on process improvement and system needs.
• Identify and escalate issues impacting Warrior care to leadership, as necessary.
• Cultivate strong and productive partnerships with internal programs, external governmental agencies, private facilities, community resources, and Veteran Service Organizations to ensure effective collaboration and support for program initiatives.
• Work with Department of Defense (DoD), Veterans Benefits Administration (VBA) and Veterans Health Administration (VHA) to coordinate professional services and care for C3 Warriors.
• Prepare briefings and reports including compiling, organizing, and updating status reports regularly.
• Brief internal and external agencies on WWP C3 Program and referral process.
• Attend and actively participate in required training and/or meetings, including but not limited to New Teammate Orientation, WWP Cares, ASIST Suicide Prevention training, Leadership training, culture/team based training, or departmental huddles.
• Other related duties as assigned.

Benefits

• A flexible hybrid work schedule (three days in the office, two days’ work from home)
• Full medical, dental, and vision coverage for both teammates AND family members
• Competitive pay and performance incentives
• A fun, mission-focused, and collaborative team environment
• Medical/Prescription drug
• Dental
• Vision
• Life/AD&D
• Short-term Disability
• Long-term Disability
• Employee Assistance Program
• 401(k)-retirement plan
• Competitive PTO package
• Sick Leave
• Family Care Leave
• Paid Holidays
• Birthday Holiday
• Education Assistance
• Teammate Wellness Program
• Bereavement Leave

What This Job Offers

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