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Wounded Warrior Project · 1 day ago

Complex Case Coordination (C3) Liaison

Jacksonville, FL

Full-time

Hybrid

Mid, Senior Level

$69K/yr - $86K/yr

4+ years exp

Wounded Warrior Project is dedicated to honoring and empowering our nation’s veterans. The Complex Case Coordination (C3) Liaison responds to crisis referrals, performs assessments, and coordinates care for warriors facing complex issues, ensuring they receive the necessary support and resources.

AssociationCommunitiesHealth CareMedical

Comp. & Benefits

Responsibilities

Serve as subject-matter expert and resource in the planning, coordination, and execution of and participation in mental health programs, enhancing the quality of warriors’ resiliency and psychological well-being

Maintain a caseload of assigned warriors

Perform comprehensive screenings and conduct needs assessments to identify and coordinate appropriate external care for warriors dealing with complex mental and physical health issues requiring immediate intervention

Partner closely with warriors’ care teams to develop and implement treatment plans aligned with the warrior’s goals

Develop and encourage a collaborative relationship with warriors to maximize the warrior’s ability to make informed decisions, utilizing a warrior-centric model, within organizational parameters and serve as the WWP point of contact, following up with warriors throughout their care, treatment, and recovery

Collect and maintain sensitive protected health information according to organizational standards as required to coordinate warrior care

Facilitate admission and discharge planning by coordinating with available internal and external resources

Coordinate with warriors’ families and advocates, as appropriate, to ensure necessary treatment, post discharge services and resources are provided

Ensure case documentation, service provided, and data are maintained accurately, timely, and appropriately within WWP internal databases

Provide transition support with programmatic referrals to WWP programs

Coordinate comprehensive support and care for warriors by orchestrating involvement in one or multiple internal WWP programs or external organizations, such as the Veteran’s Administration (VA), Community Care Network Providers, and social services agencies

Collect necessary documentation to facilitate payment for WWP-funded care and manage additional invoices needed to request payments on behalf of warriors and their households, in accordance with WWP guidelines

Input data into relevant WWP electronic tracking systems, including warrior, family member, spouse, VA points of contact, and/or caregiver databases such as Salesforce, ensuring accurate and timely updates for each case

Empower warriors for lasting recovery by mitigating the challenges that precipitated the crisis while removing barriers to care to enable the warrior to receive needed assistance

Develop a comprehensive understanding of external resources, treatment options, mental health diagnosis, medical needs, and treatment programs

Provide feedback to Program leadership on process improvement and system needs

Identify and escalate issues impacting Warrior care to leadership, as necessary

Cultivate strong and productive partnerships with internal programs, external governmental agencies, private facilities, community resources, and Veteran Service Organizations to ensure effective collaboration and support for program initiatives

Work with Department of Defense (DoD), Veterans Benefits Administration (VBA) and Veterans Health Administration (VHA) to coordinate professional services and care for C3 Warriors

Prepare briefings and reports including compiling, organizing, and updating status reports regularly

Brief internal and external agencies on WWP C3 Program and referral process

Attend and actively participate in required training and/or meetings, including but not limited to New Teammate Orientation, WWP Cares, ASIST Suicide Prevention training, Leadership training, culture/team based training, or departmental huddles

Other related duties as assigned

Qualification

Mental health knowledgeCase managementVeteran healthcare experienceSalesforce proficiencyAnalytical skillsMilitary knowledgeEthicsConductCommunication skillsAttention to detailTeam collaborationOrganizational skillsProblem-solving skillsTime management

Required

Four years of experience as a social worker or in a mental health related field

Four years of experience working with veteran healthcare-focused programs and case management

Four years of experience working with military and veterans' population in support of their development and readjustment

Bachelor's degree in social work, psychology, rehabilitation counseling, case management, or related mental health field. Equivalent combination of applicable education, training, certification, and experience working with veteran focused programming or case management may be considered in lieu of degree

Ability to obtain ASIST Certification within 1 year of hire

Strong analytical skills. Demonstrated ability to identify problems, analyze information, evaluate results, and solve problems using the most effective solutions

Strong understanding of mental health conditions, treatment modalities, and types of facilities

Strong attention to detail and accuracy

Proven capability to adeptly adjust to evolving program procedures, shifting priorities, and dynamic deadlines

Ability to interact with stakeholders and obtain pertinent information

Effectively communicate with diverse personalities in a tactful, mature, and flexible manner, handling highly sensitive matters with diplomacy, empathy, and confidentiality

Strong written and verbal communication skills with exceptional documentation skills

Proven capacity to collaborate effectively within a team, proficiently identify and solve problems, and achieve established goals and objectives

Ability to identify and recommend process improvements in program execution

Shown familiarity and understanding of local community and government mental health resources

Practical knowledge of military and veteran issues, and the emotional impact of combat, e.g., brain injury, post-traumatic stress disorder (PTSD), physical and brain health

Proven skill in fostering and sustaining relationships

Demonstrated understanding of Wounded Warrior Project and its mission, values, programs, and services, and the impact of these programs and services on wounded warriors and their families

Strong working understanding of VA programs and Community Care Network providers

Strong organizational and time management skills

Proficiency with Microsoft Office Suite, and Microsoft Teams

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

Preferred

Five years of experience working with local community and government resources providing services for warriors in crisis

Five years of experience working with and providing support to wounded service members who are dealing with both visible and invisible injuries, e.g., brain injury, post-traumatic stress disorder, and combat stress

Five years of experience as a social worker

Proficient in Salesforce or other CRM system

Master's degree in social work, psychology, rehabilitation counseling, case management, or related mental health field

ASIST Certification