Specialty Consultant - Wounded Warrior

Leidos

1d•Remote

About The Position

Leidos Health and Services Group currently has an opening for a Specialty Consultant - Wounded Warrior to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. The Specialty Consultant – Wounded Service member protocols to respond to all wounded service member inquiries, including those involving deficiency reports. This role: Facilitates direct responses and maintains frequent communication with wounded service members and their families to address concerns and coordinate support services. Collaborates with military service wounded service member program representatives, the Department of Veterans Affairs (VA), and TRICARE to resolve issues such as delays in obtaining appointments, significant geographic distance from facilities, or concerns regarding the quality of services received. Collects participant feedback and documents and reports session metrics, outreach efforts, and participant engagement data. Appropriately documents all contact information related to relevant resources and ensures that case notes are completed in accordance with the program's documentation policy. In extreme cases, the consultant refers participants to appropriate, sanctioned military resources.

Requirements

Master’s degree from an accredited graduate program in a mental health-related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.
Strong customer service skills and demonstrated knowledge of call center operations.
Knowledge and understanding of military lifestyle and Wounded Service members, with the ability to maintain the highest standards of confidentiality, sensitivity, compassion, and professionalism.
Strong assessment and crisis management skills.
Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
Strong written and verbal communication skills.
U.S. citizenship and fluency in English required.
Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
Ability to maintain and retain suitability investigation and clearance as required.
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Nice To Haves

Military spouse, military affiliation, and/or experience in the military community is highly desirable.
Employee assistance program (EAP) experience.

Responsibilities

Respond to Wounded Service member inquiries in accordance with protocols, including concerns involving deficiency reports and quality-of-service issues.
Provide specialty consultation services to eligible participants seeking assistance with Wounded Service member-specific concerns.
Maintain frequent, direct communication with wounded service members and their families to coordinate support services and address complex needs.
Collaborate with military service wounded service member program representatives, the Department of Veterans Affairs (VA), and TRICARE to resolve access-to-care issues, appointment delays, geographic barriers, and service-related concerns.
Assess and manage crisis situations, identify complex or high-risk concerns, and facilitate appropriate referrals to sanctioned military or community resources.
Utilize telephonic and secure video-based platforms to deliver consultation services and meet contract performance requirements.
Collect participant feedback and document session metrics, outreach efforts, and engagement data.
Accurately document contact information and case activity in accordance with the program's documentation policy.
Adhere to contractual reporting requirements for DOW special reporting of participant concerns and complaints, including required follow-up and monitoring within established timelines.
Perform additional duties and special projects as assigned based on business needs.