Outreach Specialist

Overview

Job Title:
Outreach Specialist Zeiders is an industry leader in military and family support. Located in Woodbridge, VA, Zeiders supports clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with a strong passion for our mission and commitment to quality service.

This is a contingent opportunity and would begin work upon contract award. The Wounded Warrior Call Center (WWCC) is the primary source of contact for wounded, ill and injured Marines and their families to request and obtain appropriate non-medical assistance from the Marine Corps’ Wounded Warrior Regiment (WWR). Services include case management, advocacy, resource identification, referral, information distribution, and care coordination.

WWCC provides these services via phone, email, text, and social media.

The Outreach Specialist role bridges gaps to ensure Marines navigating complex recovery circumstances are reached, supported, and connected to appropriate sources to help them thrive. Outreach Specialists do not perform intake, case assignment, or primary case management functions; those are the responsibilities of Customer Care Representatives and Non-Medical Case Managers.

• 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 non-operational times.
• Identifies emerging issues or trends and coordinates referrals to appropriate programs, case managers or support agencies.
• Assists with follow-up actions, special outreach campaigns, and reporting requirements in support of program leadership.
• Maintains familiarity with benefits, entitlements, and support services related to medical care, transition assistance, education, employment, family support, and quality-of-life services.

No supervisory responsibilities required.

• 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 the significance of the cultural bond and Marine ethos 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 and ability to use software to prepare reports and provide information
• Strong technology skills and ability to navigate multiple computer systems
• 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

• Experience supporting this contract as a Customer Care Representative

• Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints
• Requires access to U.S. Government facilities and systems; U.S. Citizenship, valid driver’s license, transportation, and auto insurance

• Ability to work independently and as part of a team
• Interpersonal skills focused on solving conflict, maintaining confidentiality, listening, and process improvement
• Oral communication: clear, persuasive, and responsive in diverse situations
• Judgment: demonstrates sound decision-making and explains reasoning
• Professionalism: tactful, respectful, responsible, and dependable

Works in a home office environment. Sits, stands, bends, lifts, and moves intermittently. Uses laptop, headset, printer, and other office equipment. May occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Remote position; the employee should maintain a quiet workspace with minimal distractions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer. Compensation is based on geographic location and experience. Wages are available upon request.