Outreach Specialist

Essential Duties And Responsibilities

• Maintains familiarity with benefits, entitlements, and support services related to medical care, transition assistance, education, employment, family support and quality-of-life services.
• Monitors social media sites (e.g. Facebook and Instagram) to ensure all support needs of the Recovering Service Members (RSM) are being met.
• Responds 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.
• Afford assistance with follow-up actions, special outreach campaigns and reporting requirements in support of program leadership.

Required Qualifications

• 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.
• Understanding of 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.

Preferred Qualifications

• Previous experience supporting this contract as a Customer Care Representative.

Competencies

• Ability to work both independently and as part of a team.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands

• Sits, stands, bends, lifts, and moves intermittently during working hours.
• Uses laptop, headset, printer and other office equipment.
• The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

• This position is remote and the employee should ensure a quiet workspace with minimal distractions.