Warrior Outreach Manager

K9s For Warriors Inc•Ponte Vedra Beach, FL

13h

About The Position

K9s For Warriors is the nation’s largest provider of service dogs to veterans suffering from the invisible wounds of war, such as Post-Traumatic Stress Disorder. Our unique, in-house program helps change the lives of American heroes by pairing them with a battle buddy, who was likely a rescue dog and then teaching him or her to utilize that dog to mitigate the symptoms of their wounds. In order to continue the great work we are doing, we are in need of a Warrior Outreach Manager to join our amazing team! SUMMARY/OBJECTIVE Under the direct supervision of the Director of Warrior Operations, the Warrior Outreach Manager’s primary function is to manage and support the Warrior Outreach team in day-to-day tasks and functions. The Outreach team is responsible for coordinating, following up, and communicating with Alumni on a routine basis. This role serves as the bridge between K9s For Warriors Staff and Alumni.

Requirements

2 years in a supervisory and management position responsible for the performance of three or more employees
Knowledge of the Veterans community and issues regarding serving clients from this community
Experience in working with Veteran Service Organizations and the Department of Veterans Affairs
Ability to work with persons with mental and physical disabilities
Bachelor’s degree or equivalent work experience
Strong verbal, written, and oral communication skills
This position requires the candidate to possess a strong ability to speak clearly and effectively as well as the ability to listen to and hear clients who may be challenging or in distress
Valid driver’s license and meet policy requirements for company auto insurance

Nice To Haves

Experience working in customer service field preferred, e.g. customer service associate
Possess patience to interact with challenging clients
Experience dealing with potential crisis situations preferred

Responsibilities

Recruit, hire, train, coach, evaluate, promote, discipline, and separate staff with the support and guidance of Human Resources
Manage, assign, schedule, approve timecards, review, and conduct/track feedback on the work of Warrior Outreach Specialists
Provide leadership and mentorship to Warrior Outreach Specialists appropriate and relevant to the overall performance of the team’s placement and retention goals
Lead team meetings and regularly hold one-on-one meetings with employees
Develop, coordinate, plan, and execute local and regional events and activities for Alumni and their families to attend and connect with other Alumni
Manage and maintain routine communication and correspondence with Warriors
Communicate and coordinate with various departments within K9s For Warriors
Identify Warrior interest and participation in events and media opportunities at the request of other departments
Handle and de-escalate high stress situations and challenging conversations with Warriors as they arise
Locate potential veterans who have not had contact with K9s For Warriors and introduce programs and services to encourage their involvement and participation
Establish effective working relationships and work collaboratively with Alumni across the country, and with external resources, such as donors, local and regional community resources, and resources in medical treatment facilities (MTFs)
Attend Alumni events, media opportunities, recreational events, and fundraising events, as needed
Develop strategies and methods to communicate the K9s For Warriors’ vision and values along with the benefits of the programs and services by inspiring community support and involvement
Maintain current and accurate data in the internal Warrior Database
Work collaboratively with other departments on the recertification process for Warriors
Initiate and manage the application process for the Warrior Voices Initiative, review applications, and identify candidates collaboratively with other K9s For Warriors departments
Initiate and manage the process for the Warrior Mentorship Program with alumni and coordinate with the Warrior Relations Manager
Oversee training of new hires and ensure all specialists have all required and up-to-date certifications (ASIST, Fire Watch, and AED/CPR)
Collect and report results and performance metrics for Alumni events and activities
Follow and promote all K9s For Warriors policies and procedures, ensuring compliance within the Warrior Outreach team
Provide a positive example regarding culture, work ethic, attitude, professional ethics, knowledge of policies/procedures, interpersonal interactions, and mutual respect
Always provide exceptional, courteous, and compassionate customer service to our Warriors, the public, volunteers, and other staff members
Work collaboratively, and with a positive attitude, with all K9s For Warriors departments for the care, benefit, promotion, and ultimate positive outcomes for our Warriors and organization
Work independently with little to no supervision
Carry an after-hours duty phone on a rotating basis for Warrior grads to have contact with us 24/7 for any issues related to access, legal matters, mental health related matters, etc.
Perform any other duties as assigned
Evening and weekend duty when required
Minimal travel to support events, as needed
Lead, guide, mentor and oversee the Warrior Outreach team to ensure the completion of day-to-day tasks
Direct the work of three or more full-time Warrior Outreach Specialists
Exercise discretion and independent judgment on matters that are core functions of K9s For Warriors’ mission