Support Navigator

About the role

The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This role serves as the critical link in ensuring program participants receive essential resources and support that promote military readiness and family well-being.

Job Responsibilities

• Provide comprehensive wrap-around follow-up support to participants via phone, chat, and email to ensure timely access to resources and services.
• Coordinate non-medical counseling appointments by liaising with network providers and ensuring participants secure timely connections to care.
• Serve as a liaison between internal departments, external resources, and network providers to facilitate seamless service delivery.
• Respond to participant inquiries in a 24/7 Call Center environment, ensuring high levels of customer satisfaction and appropriate resource linkages.
• Navigate available resources to resolve participant concerns and provide accurate information and administrative support.
• Gather participant feedback and assess satisfaction to support continuous service improvement.
• Document all participant interactions, activities, and case updates accurately within the electronic case management system.
• Aid participants with documentation and translation requests as needed.
• Perform additional duties and special projects as assigned based on business needs.

Basic Qualifications

• A high school diploma or equivalent required.
• Demonstrated strong customer service skills and knowledge of call center operations.
• An understanding of military lifestyle and culture.
• Strong typing skills and proficiency in electronic documentation and web-based research.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel) and electronic documentation systems.
• Ability to multitask effectively in a fast-paced environment.
• Strong organizational skills and attention to detail.
• 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 or apartment (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).

Preferred Qualifications

• Military spouse, military affiliation, and/or experience in the military community is highly desirable.
• Experience in Call Center preferred.