Back to top

Warrior Coordinator

This job is no longer available

Jacksonville, FL, USA
Full-time

The Wounded Warrior Project (WWP) Warrior Coordinator 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.

Areas of Responsibility: 
  • 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.
  • Other related duties as assigned.
Educational Background: 
High school diploma or GED.
Skills/Experience: 
  • Successful completion of four-week, intensive Resource Center training upon hire.
  • Ability to work flexible hours (occasional evening hours). May require shift rotation to accommodate extended resource center hours.
  • 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 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.
  • 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

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

Organization Info

Listing Stats

Post Date: 
Apr 16 2019
Active Until: 
May 16 2019
Hiring Organization: 
Wounded Warrior Project, Inc.
industry: 
Nonprofit