SAVE Peer Support Outreach Coordinator

Commonwealth of Massachusetts•Boston, MA

About The Position

The Executive Office of Veterans Services (EOVS) is seeking a SAVE Peer Support Outreach Coordinator to conduct field-based, client-focused peer engagement and outreach with service members, veterans, and their families. The role supports suicide prevention, housing system navigation, recovery, and connection to appropriate services. It includes predictable, consistent face-to-face meetings with veterans in community settings to assess immediate needs, provide peer support, and facilitate connections to federal, state, municipal, and community-based resources. This is a non-clinical position operating within EOVS policies, procedures, and scope of practice, with strict adherence to HIPAA, confidentiality, and Personally Identifiable Information protections. The coordinator administers in-depth intakes, helps veterans identify immediate needs and short-term goals, documents action steps, and refers them to appropriate service providers. The role facilitates warm handoffs, appointment coordination, and, when approved and appropriate, accompaniment to meetings. The coordinator also participates in outreach events, represents the SAVE Team at meetings and public forums, contributes program data, helps address barriers to accessing services, supports veterans in navigating providers, and works with municipal Veteran Service Officers. Accurate and timely documentation, triage of inquiries, and escalation of complex, sensitive, or high-risk matters are essential. The position requires managing a field-based schedule, caseload, and administrative duties; collaborating with veterans, families, providers, and public agencies; and attending relevant meetings and training. The coordinator must be able to work independently under EOVS office, field, and telework policies and travel throughout Massachusetts using reliable transportation. The minimum entrance requirements include either two years of qualifying professional, administrative, or managerial experience in business or public administration involving program functions, or an eligible equivalent combination of experience and education. A bachelor's or higher degree in business administration, business management, or public administration may substitute for the experience; a degree in another major may substitute for up to one year.

Requirements

Ability to follow protocols and procedures.
Ability to manage a field-based outreach schedule, active caseload, and administrative duties.
Ability to meet deadlines and establish priorities and work sequences.
Proven ability to communicate professionally and effectively with veterans, providers, and the public.
Ability to exercise sound judgment and recognize when concerns should be escalated.
Comfort discussing suicide and working with potentially suicidal veterans in a non-clinical peer support role.
Solid knowledge of military culture and its implications for service delivery.
Ability to comply with HIPAA regulations, confidentiality standards, and PII protections.
Comfort participating in approved outreach and public awareness activities.
Working knowledge of Microsoft Office applications.
Ability to work independently and in accordance with EOVS office, field, and telework policies.
Reliable transportation and a valid driver’s license for travel throughout Massachusetts.
Ability to communicate effectively, verbally and in writing, with veterans, families, and community partners while maintaining confidentiality.
At least two years of full-time or equivalent part-time professional, administrative, or managerial experience in business administration, business management, or public administration, with major duties involving program management, administration, coordination, planning, or analysis; or an equivalent combination of experience and eligible education substitutions.
A bachelor's or higher degree in business administration, business management, or public administration may substitute for the required experience; a bachelor's or higher degree in another major may substitute for up to one year of required experience. Education toward a degree is prorated based on completed requirements.

Responsibilities

Conduct field-based peer engagement and outreach with service members, veterans, and their families to support suicide prevention, housing navigation, recovery, and connection to services.
Conduct consistent face-to-face meetings in community settings to assess immediate needs, provide peer support, and connect veterans with federal, state, municipal, and community-based resources.
Administer in-depth intakes covering areas such as physical ability, service information, contact information, trauma exposure, substance use, suicidal ideology, next of kin, and mental health history, consistent with EOVS protocols and confidentiality requirements.
Help veterans identify immediate needs and short-term goals and document action steps in accordance with peer support and outreach guidelines.
Refer veterans to providers who can assist with goals identified through the intake.
Facilitate warm handoffs and connections to community service providers, coordinate appointments, and, when approved and appropriate, accompany veterans to meetings to support engagement and continuity of care.
Participate in outreach events and informational activities to promote awareness of EOVS services.
Represent the SAVE Team at Continuum of Care, task force, interagency, intra-department meetings, and public forums, as assigned and relevant.
Collect, document, and contribute program data on outreach activities, service utilization, and veteran needs to support quality improvement, reporting, and program evaluation.
Identify systemic barriers to veterans’ access to services and work with internal teams and external partners to reduce obstacles, improve coordination, and promote equitable access.
Help veterans understand available services and navigate communications with providers; refer legal, clinical, and benefits determinations to appropriate professionals.
Attend case management meetings, training sessions, seminars, conferences, and professional development courses as required.
Build working relationships with service providers and act as a liaison between veterans and providers when a veteran cannot do so because of disability or deficit.
Resolve issues related to client-directed goals and coordinate referrals and follow-up to address barriers within the scope of the outreach role.
Triage inquiries from providers, the public, and EOVS staff, route them to the appropriate department or leadership, and escalate complex, sensitive, or high-risk matters to supervisors in a timely manner.
Work with municipal Veteran Service Officers to support veterans navigating services, reinforce program and compliance requirements, and identify appropriate resources.
Maintain accurate, timely, and compliant documentation of outreach activities, referrals, and veteran contacts in designated EOVS systems, following HIPAA, privacy laws, and PII protections.
Perform additional duties consistent with the position’s scope and NAGE Unit 6 classification.