Help Desk Support Specialist (Veteran Survey Operations)

Aptive

About The Position

Artemis ARC is seeking compassionate and reliable Help Desk Support Specialists to support the Veterans Health Administration (VHA) in administering a national Veteran survey to inform VHA priorities and healthcare services. The Survey of (Veteran) Enrollees supported by this vital Help Desk function represents a critical component of VHA’s commitment to Veteran safety and access, providing direct and personalized telephone and email support to assist Veterans in understanding and completing the survey. Help Desk Support Specialists serve as the primary points of contact for Veterans with questions, technical needs, or concerns related to the survey process. Staff members follow VA-approved scripts, document all interactions in a Survey Management System (SMS), and apply established protocols to respond to questions or concerns outside of the focus on the Survey of Enrollees and/or should there be outreach from emotionally distressed Veterans. Through respectful, Veteran-centered engagement, Help Desk staff help to ensure Veterans who access the Help Desk feel supported, safe, and heard throughout their interactions in addition to advancing VA’s mission by encouraging Veterans to respond to the survey to share their healthcare needs and preferences.

Requirements

High school diploma or equivalent required.
Minimum of 2 years of experience in customer service, call center support, help desk operations, or a Veteran-facing service environment.
Excellent verbal and written communication skills and strong interpersonal skills.
Ability to follow scripts, protocols, and documentation requirements with accuracy and attention to detail.
Basic computer proficiency, including use of web-based systems.
Ability to pass required background checks.

Nice To Haves

U.S. military Veterans strongly preferred due to familiarity with military culture, terminology, and shared experiences with Veteran callers.
Non-Veteran candidates may demonstrate experience or training supporting Veteran and/or military-affiliated populations.

Responsibilities

Provide toll-free telephone and email support to Veterans during scheduled Help Desk hours of 9:00 AM – 9:00 PM ET, Monday-Friday, with responsiveness to after-hours voicemail and Interactive Voice Response (IVR) inquiries, as routed to the Help Desk.
Assist Veterans to understand the purpose of the survey, navigate survey materials, and complete the survey using available modes of completion.
Communicate clearly and consistently using VA-approved Help Desk scripts and operational guidance.
Accurately log all contacts, dispositions, and resolutions in accordance with quality control and reporting requirements.
Classify inquiries appropriately to support tracking, reporting, and continuous improvement.
Follow established escalation and resolution procedures when issues cannot be resolved at first contact.
Recognize indicators of emotional distress, including agitation, concerning statements, or key words and phrases.
As appliable, apply the VHA-approved Distressed Veteran Process, categorizing distress as mild, moderate, or severe and taking appropriate action:
Mild Distress: Practice active listening and empathy; de-escalate when possible; document the interaction.
Moderate Distress: Provide Veterans Crisis Line (VCL) information, offer a warm transfer, and ensure the interaction is documented for reporting.
Severe Distress: Initiate an immediate warm transfer to the VCL, remain on the line until transfer is complete, and follow all escalation instructions.
Maintain professionalism, empathy, and calm communication while prioritizing Veteran safety and dignity.
Complete all required initial and refresher training, including Help Desk workflows, use of applicable call and interaction tracking systems, VA-approved scripts, and distressed Veteran response protocols.
Participate in training, potentially including role-playing exercises and facilitated discussions, designed to build confidence and consistency in Veteran interactions.
Support surge operations during peak survey periods while maintaining service quality standards.