The Wounded Warrior Project (WWP) Talk Program is designed to provide ongoing support to wounded service members and their family support members dealing with invisible injuries through routine telephonic support. WWP Talk is a helpline that provides short term emotional support to help those that participate improve resilience and overall well-being.
The WWP Talk Coordinator will serve as a helpline phone agent. The WWP Talk Coordinator will provide direct telephonic emotional support to warriors, caregivers, and family members on a daily basis. As a phone agent, the WWP Talk Coordinator will manage a case load of 40-50 participants weekly. The WWP Talk Coordinator will provide; emotional support, goal setting assistance, education, and mental health resources.
- Provide telephonic emotional support to warriors, caregivers, and family members participating in the WWP Talk program
- Maintain a case load of 40-50 participants weekly
- Complete documentation following each conversation with a WWP Talk participant
- Collaborate with all other WWP programs to ensure the participant’s needs are being met
- Participate in ongoing development and training as it relates directly to the helpline
- Provide referrals to appropriate programs and staff members
- Maintain and update electronic systems to document phone calls
- Utilize call platform software system to make phone calls
- Other related duties as assigned
Knowledge, Skills & Abilities
- A robust knowledge of the emotional impact of combat
- Upon hire, successfully complete four (4) weeks of intensive WWP Talk training
- Ability to develop a strong rapport with an individual telephonically
- Well-developed communication skills, both oral and written
- Strong military competency
- Ability to take initiative, multi-task, and work well under pressure
- Strong interpersonal, negotiation, and presentation skills
- Excellent organizational skills with a high level of attention to details
- Self-motivated, positive, outgoing, personable, and able to relate well with diverse populations and age groups
- Excellent listening skills and willingness to serve others
- Demonstrated commitment to the organization and able to complete required assignments in a timely manner
- High level of proficiency in the use of Microsoft Office programs
- Proficiency in Salesforce helpful
Education & Experience Requirements
- Minimum one (1) year experience assisting military or veteran populations in support of development and readjustment required
- Minimum of two (2) years working with military and veteran population preferred
- Working knowledge of military and veteran issues, particularly PTSD and combat stress preferred