Telephone Liaison

About the role

The Telephone Liaison serves as a professional point of contact between the federal customer, stakeholders, and the general public. This position supports inbound and outbound telephone communications that go beyond basic switchboard routing, including verifying caller identity, capturing case-specific inquiries, providing approved program information, coordinating with government program staff, and documenting interactions in the appropriate case management or CRM system.

Responsibilities

• Answer inbound calls using approved greeting, tone, and script standards.
• Verify caller identity in accordance with agency Personally Identifiable Information (PII)-handling protocols before releasing case-specific or sensitive information.
• Identify the nature and priority of each call, including informational calls, case-specific inquiries, complaints, escalations, or emergency-related matters.
• Provide accurate program information to callers using approved knowledge-base articles, FAQs, and scripts.
• Retrieve, review, and interpret case records in the agency’s case management, Customer Relationship Management (CRM), or benefits system within the incumbent’s authorized scope.
• Document each interaction, including caller identity, inquiry type, resolution, follow-up actions, and next steps, in the agency’s system of record.
• Coolly coordinate warm transfers and case escalations to government program staff, subject-matter experts, or specialized units.
• Serve as a liaison between callers and program staff by tracking open inquiries until resolution and providing authorized status updates.
• Coordinate caller callbacks, interviews, or appointments with federal program personnel as directed.
• Maintain daily communication logs and prepare end-of-shift handoff notes to support continuity across coverage periods.
• Support outbound campaigns such as appointment reminders, status notifications, or satisfaction surveys using approved scripts.
• Follow published protocols for high-risk calls, including threats of harm, threats against federal personnel or facilities, bomb threats, and reports of fraud, waste, or abuse.
• Immediately escalate emergency or threat-related calls to the appropriate authorities, Facility Security Officer, or designated duty officer based on site Standard Operating Procedure (SOP).
• Complete required threat-call checklists and incident documentation when applicable.
• Participate in call monitoring, quality assurance reviews, corrective coaching, and compliance-related training.
• Report adverse information, security incidents, PII/PHI incidents, or changes in personal status in accordance with contract and company reporting requirements.

Requirements

• High school diploma or equivalent required; associate degree preferred.
• Minimum of two years of experience in a customer-facing telephone role, such as call center, help desk, contact center, dispatch, or receptionist work.
• Demonstrated experience handling PII or sensitive customer data in accordance with published privacy standards.
• A clear, articulate, and professional speaking voice with strong active listening and de-escalation skills.
• Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams, as well as web-based CRM or case management systems.
• Ability to type at least 35 words per minute while conducting an active call and documenting the interaction simultaneously.
• Prior experience supporting a federal customer, federal case management system, HIPAA-covered call handling, or multilingual caller population is preferred.
• Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions.

Qualifications

• Must be able to lift and carry up to 20 pounds.
• Must be able to sit for prolonged periods, use a headset, operate a keyboard and computer system, and communicate clearly by telephone or approved communication platform.
• Routine keyboarding, console operation, and headset use are required.

Skills

• Customer service skills
• Active listening
• De-escalation techniques
• Microsoft Office Suite proficiency
• Case management systems
• Outbound call handling
• High-risk call protocols

Benefits

N/A

Pay

N/A

Schedule

N/A