Wounded Warrior Project’s (WWP) Talk Operational Specialist has the general responsibility of conducting mental health evaluation and triage of warriors to the Talk program while handling daily operational tasks. The WWP Talk Operational Specialist evaluates and coordinates intakes and schedules weekly calls for the team. Intake interviews are conducted over the phone or face-to-face. The specialist will provide non-clinical telephonic emotional support to warriors dealing with invisible injuries, as well as their family members and caregivers. This position will also work closely with other WWP teammates to coordinate referrals to other WWP programs as well as coordination with community referral sources.
- Conduct screening in a timely manner for warriors referred to the Talk Program and determine if the program is a match for the warrior’s needs
- Monitor the WWP Talk queue to ensure that warrior referrals are being handled and screened in a timely manner
- Provide warrior focused customer service while answering, screening, and conducting non-clinical assessments to ensure that warriors programmatic needs are met
- Provide timely documentation in the system of record to ensure metrics are tracked properly
- Speak with alumni and alumni caregivers to answer questions about the WWP Talk program
- Train teammates to assist with conducting intakes during high call volume periods
- Responsible for daily program operational tasks
- Serve as the subject matter expert (SME) on Post Traumatic Stress Disorder (PTSD) and other emotional challenges
- Respond to inbound contacts via phone and email
- Collaborate with all other WWP programs to ensure the warrior’s needs are being met
- Participate in ongoing development and training as it relates directly to the program
- Other related duties, as assigned
Knowledge, Skills & Abilities
- Strong knowledge and experience working with victims of trauma
- A robust knowledge of the emotional impact of combat
- Ability to develop a strong rapport with an individual telephonically
- Well-developed communication skills, both oral and written
- Strong military culture competency
- Ability to take initiative, multi-task, and work well under pressure
- Strong interpersonal, communication, negotiation, and presentation skills
- Ability to effectively handle multiple priorities with a strong attention to detail in a fast paced environment
- Self-motivated, positive, outgoing, personable, and able to relate well with diverse populations and age groups
- High level of proficiency in the use of Microsoft Office programs, especially MS Word, MS Excel and MS PowerPoint
Experience Requirements
- Minimum two (2) years’ experience working in a mental health treatment setting that includes diagnostic assessments, crisis screening, and psychosocial assessments required
- Minimum of two (2) years working with military and veteran populations to support and develop readjustment preferred
- Minimum (1) year specific work experience with intake dealing with PTSD and work with veteran population preferred