The Wounded Warrior Project (WWP) Talk Specialist provides telephonic, short-term, goal-focused, non-clinical emotional support to wounded service members dealing with invisible injuries, and their caregivers and families, to improve their resilience and psychological well-being. The WWP Talk Specialist manages a weekly caseload of 40-50 participants, providing emotional support, goal-setting assistance, education, evaluating needs, and coordinating referrals to WWP programs and community mental health resources.
Jacksonville Shift: 11:00AM - 7:00PM
Colorado Springs & Tacoma Shift: 9:00AM - 5:00PM (Local time)
Essential Duties & Responsibilities
- Provide telephonic emotional support, goal-setting assistance, and education to wounded service members, their caregivers, and their families participating in the WWP Talk program.
- Serve as subject matter expert on post-traumatic stress disorder (PTSD) and other emotional challenges.
- Manage weekly caseload of 40-50 participants.
- Evaluate Talk participant's needs and refer Talk participants to appropriate WWP programs and community mental health resources.
- Document complete details of conversation following each session with WWP Talk participants.
- Establish effective working relationships and work collaboratively with WWP teammates to ensure Talk participants needs are being met appropriately.
- Serve as backup to WWP Talk Operational Specialists by conducting intakes during high call volume periods.
- Identify continuous improvement opportunities. Maintain current knowledge of relevant mental health best practices.
- Participate in on-going development and training to keep current with Talk program requirements.
- Other related duties as assigned.
Knowledge, Skills & Abilities
- High energy level. Self-starter; willing to take initiative.
- 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.
- 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.
- Experienced working with victims of trauma.
- Strong written and verbal communication skills.
- Strong organizational and time management skills. 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.
Education & Experience Requirements
- Bachelor's degree in social work, psychology, rehabilitation counseling, case management, or related mental health field. Equivalent combination of relevant experience, education, training, and certification may be considered in lieu of the specific degree.
- 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.
- Master's degree in social work, psychology, rehabilitation counseling, case management, or related mental health field.
- One year of experience conducting intakes with individuals dealing with post-traumatic stress disorder or other mental health issues.
Certifications & Licensure