Outreach Specialist

Zeiders Enterprise • Woodbridge, VA

5d • Remote

About The Position

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.

Requirements

• 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
• 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.

Nice To Haves

• Previous experience supporting this contract as a Customer Care Representative

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.

What This Job Offers

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