Outreach and Social Media Engagement Specialist

About the program

Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.

Position summary

The Outreach and Social Media Engagement Specialist supports scheduled outreach campaigns, social media monitoring, engagement triage, and documentation. This role helps ensure WII and family members receive timely response through phone, email, text, Facebook, Instagram, and other approved channels.

Key responsibilities

• Monitor WWR-identified social media channels and engage requests for assistance within required timeframes.
• Cook up with CCRs, NMCMs, supervisors, and Government-approved workflows for sensitive or urgent social media requests.
• Support scheduled outreach cycles and ensure outreach attempts are made at required times of day.
• Document engagements, attempted contacts, referrals, and outcomes in MCWIITS or approved systems.
• Keep a professional tone and safeguard privacy across all digital communications.
• Spot trends in outreach responses, contact challenges, and social media themes for reporting.

Minimum qualifications

• A high school diploma or equivalent is required.
• At least one year of outreach, social media support, customer service, veteran support, communications, intake, or community engagement experience is needed.
• Strong written communication skills and judgment in sensitive situations are essential.
• The ability to work rotating shifts and maintain strict confidentiality is necessary.
• U.S. work authorization is required; U.S. citizenship may be required for Government system access.
• The ability to complete background/security processing and obtain/maintain CAC/MCEN access as required is needed.
• The ability to complete Privacy Act, HIPAA, information security, and program-specific training is required.
• All contacts and actions must be accurately documented in Government systems such as MCWIITS.
• A commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture is essential.

Preferred qualifications

• Experience using Meta Business Suite, CRM platforms, Microsoft 365, SharePoint, or social media monitoring tools is preferred.
• Military family readiness, veteran support, crisis-adjacent communications, or public sector support experience is preferred.
• Knowledge of HIPAA, Privacy Act, PII, and digital communication boundaries is preferred.

Location

- Contractor Facility, Government Facility, Hybrid