Complex Case Coordination (C3) Liaison

Wounded Warrior Project; Pittsburgh (Allegheny County); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid schedule

Medical dental vision coverage

Competitive pay

Team-oriented culture

Job summary

Wounded Warrior Project seeks a Complex Case Coordination (C3) Liaison to respond to crisis referrals, conduct initial assessments, and guide warriors to internal resources or external care. The role requires strong clinical knowledge, compassion, and the ability to coordinate with DoD, VA, and community partners.

You will manage caseloads, facilitate treatment planning, and advocate for rapid, coordinated care.

Qualifications

• Bachelor's degree in social work, psychology, rehabilitation counseling, case management, or related mental health field.
• Master's degree preferred for advanced roles.

Responsibilities

• Serve as subject-matter expert and resource in planning, coordination, and execution of mental health programs.
• Maintain a caseload of assigned warriors and perform comprehensive screenings.
• Coordinate with care teams to develop and implement treatment plans.
• Develop warrior-centered relationships and act as WWP contact throughout care and recovery.
• Coordinate with families, advocates, and external resources for post-discharge services.
• Ensure accurate documentation in internal databases and data systems.

Skills

Strong analytical skills

Excellent communication

Empathy

Team collaboration

Case management

Education

Bachelor's degree in social work/psychology/case management

Master's degree preferred

Tools

Salesforce CRM

Microsoft Office

Microsoft Teams

Job description

Great benefits. Competitive pay. We know these are some of the things people look for in a job.

If you're the kind of person who believes that honoring and empowering our nation's veterans is more than just a cause - that it's a calling - then we're ready to meet you.

When you join Wounded Warrior Project (WWP), you're committing to making a difference. We make a commitment to you, too - helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose.

At WWP, we recognize our mission cannot be accomplished without our talented teammates, which is why we're proud to offer benefits such as:

• A flexible hybrid work schedule (three days in the office, two days' work from home)
• Full medical, dental, and vision coverage for both teammates AND family members
• Competitive pay and performance incentives
• A fun, mission-focused, and collaborative team environment

A mission that matters is just the beginning, so if you're ready to get started, we're ready for you.

The Wounded Warrior Project (WWP) Complex Case Coordination (C3) Liaison responds to crisis referrals of warriors, performs initial assessments, guides warriors towards appropriate internal WWP resources or arranges external resources, acts as a case manager for treatment planning and stabilization, and eliminates barriers to care as appropriate. The Complex Case Coordination (C3) Liaison serves as an advocate to ensure rapid, coordinated, and collaborative response to warriors with difficult, complex, urgent issues that exceed the current capability or scope of any specific WWP program. The liaison coordinates and advocates with local resources, Federal resources (i.e., Veterans Administration, Dept of Defense, etc.), Veteran Service Organizations, and private facilities to establish an effective and comprehensive plan for the Warrior.

DUTIES & RESPONSIBILITIES

Caseload management:

• 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.

Program management and development:

• 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.

Resource management and development:

• 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.

KNOWLEDGE, SKILLS, & ABILITIES

• 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.

EXPERIENCE

Requirements

• 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.

Preferences

• 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.

EDUCATION

Requirements

• 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.

Preferences

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

CERTIFICATION & LICENSURE

Requirements

• Ability to obtain ASIST Certification within 1 year of hire.

Preferences

• ASIST Certification.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• General office environment; temperature controlled.

• May require unscheduled work outside of normal working hours, to include weekends and holidays.

• Up to 10% travel.

We recognize the success of our mission depends on the efforts of our passionate, hard-working teammates. To help teammates remain focused on the warriors and families we serve, WWP offers a comprehensive benefits package that includes; Medical/Prescription drug, Dental, Vision, Life/AD&D, Short-term Disability, Long-term Disability, and an Employee Assistance Program. WWP also offers a 401(k)-retirement plan, a competitive PTO package, Sick Leave, Family Care Leave, Paid Holidays, Birthday Holiday, Education Assistance, Teammate Wellness Program and Bereavement Leave.

For Colorado Applicants: The estimated hiring range for this position is between $68,678 - $85,848 annual base salary,subject to a candidate's combination of experience, qualifications, and credentials. This position may also be eligible for an annual performance incentive.

For Chicago, IL, San Diego, CA, and Washington State Applicants: The estimated hiring range for this position is between $75,219 - $94,024 annual base salary,subject to a candidate's combination of experience, qualifications, and credentials. This position may also be eligible for an annual performance incentive.

For Washington, D.C. Applicants: The estimated hiring range for this position is between $78,489 - 98,112 annual base salary,subject to a candidate's combination of experience, qualifications, and credentials. This position may also be eligible for an annual performance incentive.

For New York Applicants: The estimated hiring range for this position is between $81,760 - $102,200 annual base salary,subject to a candidate's combination of experience, qualifications, and credentials. This position may also be eligible for an annual performance incentive.

Wounded Warrior Project is an equal opportunity employer committed to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, marital status, citizenship, age, veteran or military status, disability, genetic information, or any other characteristic protected by law.