Warrior Support Coordinator

About the role

Great benefits. Competitive pay. We know these are some of the things people look for in a job.

If you're the kind of person who believes that honoring and empowering our nation's veterans is more than just a cause - that it's a calling - then we're ready to meet you.

When you join Wounded Warrior Project® (WWP), you're committing to making a difference. We make a commitment to you, too - helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose.

At WWP™, we recognize our mission cannot be accomplished without our talented teammates, which is why we're proud to offer benefits such as:

• A flexible hybrid work schedule (three days in the office, two days' work from home)
• Full medical, dental, and vision coverage for both teammates AND family members
• Competitive pay and performance incentives
• A fun, mission-focused, and collaborative team environment

A mission that matters is just the beginning, so if you're ready to get started, we're ready for you.

The Wounded Warrior Project (WWP) Warrior Support Coordinator - Resource Center provides internal and external information, referral services, and outreach to wounded warriors and their family members through phone, email, chat, and in-person assistance to assist them with their long-term recovery and empowerment.

Note: The WWP Resource Center is a multi-channel contact center that serves and supports wounded warriors and their families.

Duties & Responsibilities

• Connect with warriors and their families who are in transition or have separated from military service by responding to them via multiple channels of communications, e.g., phone, email, chat, and in-person.
• Assess and triage the needs of warriors, caregivers, and family members.
• Coordinate alumni registration and verification process.
• Identify programs and services eligibility. Proactively communicate with warriors and family members to facilitate the registration process and answer eligibility questions. Utilize probing questions to identify specific needs and uncover new opportunities.
• Register warriors and family members.
• Provide program overviews to newly-registered warriors and family members for continuous support and engagement via inbound and outbound communications.
• Connect warriors, caregivers, and family members with WWP programs and services to assist them with their long-term recovery and empowerment.
• Identify and handle crisis situations, including suicide intervention and prevention.
• Follow up with internal teammates, warriors, caregivers, family members, and community resources as appropriate.
• Complete outbound calls to warriors with the intention of getting them engaged in WWP programs and services or to ensure they have no current specific needs.
• Utilize internal database to determine resources that are appropriate for the warriors and family support member's needs.
• Research historical information using WWP internal systems.
• Create, update, and maintain current and accurate data in WWP internal systems.
• Research and vet external organizations to enhance the information and referral database.
• Adhere to call and email quality established standards set by leadership.
• Establish effective working relationships and work collaboratively with WWP teammates.
• Attend and actively participate in required training and/or meetings, including but not limited to New Teammate Orientation, WWP Cares, ASIST Suicide Prevention training, Leadership training, culture/team based training, or departmental huddles.
• Other related duties as assigned.

Knowledge, Skills, & Abilities

• Successful completion of four-week, intensive Resource Center training upon hire.
• Ability to work flexible hours including evening hours. May require shift rotation to accommodate extended resource center hours (9 a.m. - 9 p.m. Eastern time).
• Demonstrated understanding of WWP programs and services offered to wounded warriors.
• Demonstrated proficiency using appropriate etiquette when responding to email, helpline email, and phone.
• Strong written and verbal communication skills. Demonstrated ability to utilize effective verbal probing techniques to obtain information.
• Strong interpersonal skills. Ability to interact effectively with diverse individuals and build effective working relationships. Demonstrated emotional intelligence. Ability to respond to sensitive matters with diplomacy and empathy.
• Demonstrated understanding of military culture and veteran issues, the emotional impact of combat, and the challenges faced by wounded warriors.
• Strong computer skills. Demonstrated proficiency using Microsoft Office.
• Accurate data entry and typing proficiency and skills. Demonstrated ability to timely and accurately maintain data in Salesforce.
• Good organizational and time management skills. Demonstrated ability to prioritize work effectively. Effectively complete assignments and meet deadlines.
• Unequivocal commitment to the highest standards of personal and business ethics and conduct.
• Mission-driven, guided by core values, and a pleasure to work with.

Requirements

• Two years of call center experience, or customer service experience in a retail, hospitality, or healthcare organization.
• Two years of experience using Microsoft Office, e.g., Word, Excel, PowerPoint, Outlook.

Preferences

• Two years of administrative experience with a non-profit organization, preferably within a military family support services environment.
• Two years of experience handling crisis calls and escalation procedures.
• Two years of experience using a customer relationship management system, e.g., Salesforce.
• Bilingual-Spanish

Requirements

• High school diploma or GED.

Preferences

• Associate degree. Equivalent combination of applicable education, training, certification, and experience may be considered in lieu of degree.

Requirements

• Ability to obtain ASIST Certification within 1 year of hire.

Preferences

• ASIST Certification.

Work Environment/physical Demands

• General office environment; temperature controlled
• Routinely uses standard office equipment, e.g., copiers, phones, computers, filing cabinets.
• Sitting for extended periods.
• Up to 5% travel.

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Please note

Wounded Warrior Project is not seeking assistance or accepting unsolicited resumes from search firms without a written search agreement in place. All resumes submitted by search firms to any employee at Wounded Warrior Project via email, the Internet or directly to hiring managers at Wounded Warrior Project in any form without a valid written search agreement in place will be deemed the sole property of Wounded Warrior Project, and no fee will be paid in the event the candidate is hired by Wounded Warrior Project as a result of the referral or through other means."