• WWP Talk Operational Specialist - Jacksonville, FL

    Job Locations US-FL-Jacksonville
    Position
    P11754
    Category
    Mental Health Services
    Type
    Full-Time/Regular
  • Job Summary

    The Wounded Warrior Project (WWP) Talk Operational Specialist conducts mental health evaluations of both wounded service members dealing with invisible injuries and their family members, triages them, evaluates whether the WWP Talk program is a match for the warrior’s or family member’s needs, and refers them to other WWP programs as appropriate.

    Essential Duties & Responsibilities

    • Determine whether the WWP Talk Program is a match for the warrior’s or family member’s needs, and triage and refer them as appropriate.
    • Provide warrior-focused customer service while conducting non-clinical assessments and ensure warrior’s programmatic needs are met.
    • Serve as subject-matter expert on post-traumatic stress disorder (PTSD) and other emotional challenges.
    • Establish effective working relationships and work collaboratively with WWP teammates to ensure WWP Talk participants needs are being met appropriately.
    • Monitor WWP Talk program levels and identify opportunities to increase referrals to the program. Provide recommendations to program leadership.
    • Monitor WWP Talk Program queue to ensure program referrals are timely and properly screened. Ensure metrics are tracked properly.
    • Manage a weekly caseload of WWP Talk participants. Provide telephonic emotional support, goal-setting assistance, and education to wounded service members, their caregivers, and their families participating in the WWP Talk program. Evaluate participant’s needs and refer to appropriate WWP programs and community mental health resources.
    • Document in Salesforce the details of the conversations with WWP Talk participants following each session.
    • Respond to inbound contacts via phone and email.
    • Maintain current knowledge of relevant mental health best practices. Participate in on-going development and training to keep current with WWP Talk program requirements.
    • Other related duties as assigned.

    Knowledge, Skills & Abilities

    • Demonstrated understanding of military and veteran issues, and the emotional impact of combat, e.g., brain injury, post-traumatic stress disorder (PTSD), and combat stress.
    • Demonstrated understanding of psychological and mental health issues.
    • Demonstrated understanding of the challenges faced by victims of trauma.
    • Exceptional interpersonal skills. Ability to interact effectively with diverse individuals and build effective working relationships telephonically. Demonstrated emotional intelligence. Ability to respond to sensitive matters with diplomacy and empathy.
    • Demonstrated understanding of relationship management and partnering. Demonstrated ability to develop and maintain professional relationships.
    • Strong written and verbal communication skills.
    • Strong organizational and time management skills. Effectively complete assignments and meet deadlines.
    • Demonstrated computer proficiency using Microsoft Office Word, Excel, Outlook, and PowerPoint.
    • High energy level. Self-starter; willing to take initiative.
    • 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.

    Education & Experience Requirements

    • Master’s degree in social work, psychology, clinical psychology, or related mental health field. Equivalent combination of relevant experience, education, training, and certification may be considered in lieu of the specific degree.
    • Two years of experience in a mental health treatment setting providing diagnostic assessments, crisis screening, and psychosocial assessments.
    • Two years of experience conducting intakes with individuals dealing with post-traumatic stress disorder or other mental health issues.
    • Four years of veteran-focused mental health programming or case management.
    • Four years of experience working with military or veterans’ population in support of their development and readjustment.
    • Four years of experience working with and providing support to wounded service members who are dealing with health issues and invisible injuries, e.g., brain injury, post-traumatic stress disorder, and combat stress.

    Preferences

    • Master’s degree in social work, psychology, clinical psychology, or related mental health field.
    • Four years of experience in a mental health treatment setting providing diagnostic assessments, crisis screening, and psychosocial assessments.
    • Four years of experience conducting intakes with individuals dealing with post-traumatic stress disorder or other mental health issues.

    Certifications & Licensure

    • NA

     

     

     

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