Survivor Outreach Services State Coordinator - Baltimore, MD

Patriot Enterprises LLC; Baltimore (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

Patriot Enterprises LLC provides Army National Guard MFH and SOS support to geographically dispersed service members and families. SOS Coordinators deliver information, referrals and outreach, working with CAOs and meeting Survivors through transitions and milestones as needed.

Fluency in benefits and coordination is essential. Minimum qualifications emphasize mission focus, emotional maturity, and resourcefulness, with strong communication, reporting, and travel abilities.

Qualifications

• SOS mission-focused mindset and resourcefulness.
• Emotional maturity, tact, and attentive listening.
• Identify resources and facilitate referrals for benefits and counseling.
• Communicate clearly in sensitive situations and exercise independent judgement.
• Build rapport with Families, VSOs, CAOs, and other stakeholders.
• Maintain and expand a directory of resources and services.
• Produce reports and data.
• Understand ARNG policies, regulations, guidance, SOPs, and resources.
• Understand military culture and ARNG organization.
• Experience with Microsoft Office products.
• Self-starter with good time management.
• Ability to travel.
• U.S. citizenship required.
• Ability to pass extensive background investigation.

Responsibilities

• Be available via telephone 24/7/365 to receive requests for assistance from constituents.
• Contact and meet with each Survivor during transitions and milestones at least once annually.
• Provide information on ARNG resilience programs and benefits.
• Act as liaison with civilian and military service providers and coordinate survivor outreach events.
• Conduct non-clinical support, assess needs, refer services, and follow up with Survivors.
• Maintain a resource directory with organizations and contact details.
• Coordinate with CAC Benefit Coordinator and ACS Support Coordinators per AR guidelines.
• Coordinate referrals for financial assistance from military, government, and civilian orgs.
• Create SOS program slides for trainings and serve as the central POC.
• Maintain contact with survivors by mailing birthday/holiday cards and invitations.
• Support shipping expense reimbursement and maintain a shipping log.
• Create Journal entries documenting SOS cases in systems of record.
• Provide a Monthly Workload Report to the GTM by the 10th of each month.

Skills

SOS knowledge

Emotional maturity

Resourcefulness

Communication skills

Time management

Interpersonal skills

Travel ability

Background check

Self-starter

Education

High school diploma

Job description

Description

Patriot Enterprises will provide the Army National Guard (ARNG) Military Funeral Honors (MFH) and Survivor Outreach Services (SOS) support to geographically dispersed service members and families. The SOS State Coordinators provide information, referrals, and outreach to geographically dispersed surviving family members, supporting them in times of crisis at the loss of their service member. The SOS State Coordinators work alongside the state's Casualty Assistance Officer (CAO) and at minimum, within two weeks of the completion of the CAO checklist, assumes the duties and functions of caring for the family in need. Additionally, SOS Coordinators work with the Families of all fallen Soldiers, regardless of the Army component (Active, National Guard or Army Reserve) in which they served.

Duties and Responsibilities

• Be available via telephone 24/7/365 to receive requests for assistance from constituents.
• Contact and/or meet with each Survivor (in person or via telephone, electronic mail, mail, Skype, etc.) during the transition from the CAO, at milestone management events, and whenever a Survivor requires assistance, but no less than once annually.
• Provide information for family members and survivors on ARNG resilience programs as well as all benefits available to them through the Army Benefits Coordinator IAW AR 638-8, SOS Directive, AR 608-1, and the IMCOM Operations Manual.
• Act as liaison with civilian and military service providers and assume lead responsibility for developing and coordinating appropriate relationships and partnerships as well as coordination and liaison of survivor outreach events at the state and national levels.
• Conduct or facilitate non-clinical support and provide information and referral services consisting of assessing individual and Family needs, providing information, and making service referrals, and follow up with Survivors for outstanding issue resolution.
• Maintain, update, and expand a directory of resources, agencies and organizations that are available to assist military families and survivors within their AOR IAW IMCOM Operations Manual. The directory shall contain, at a minimum, Name of Organization, Address, Phone Number, Point of Contact, and Type of Services Provided.
• Coordinate with the Casualty Assistance Center (CAC) Benefit Coordinator and ACS Support Coordinators in service delivery to survivors IAW AR 638-8, SOS Directive, AR 608-1, and the IMCOM Operations Manual.
• Coordinate and conduct referrals for financial assistance from military, government, and civilian organizations in order to support survivors and family members IAW AR 638-8, SOS Directive, AR 608-1, and the IMCOM Operations Manual.
• Create SOS program slides for trainings and/or briefings and serve as the central POC. Coordinate briefings as appropriate.
• Keep in contact with survivors and family members by mailing items such as (but not limited to) birthday cards, Christmas cards, anniversary cards, and event invitations.
• Support reimbursement for shipping expenses associated with sending these mailings to survivors IAW contractual requirements. Maintain a shipping expense log IAW contractual requirements, available for Government inspection at any time.
• Create Journal entries to document SOS cases in the systems of record and document all contacts in the SOS Module IAW AR 638-8, current SOS Directive or Regulation, and the IMCOM Operations Manual. The contractor shall provide required data/information when requested by ACSIM, IMCOM, and or the ARNG such as but not limited to; Non-Government Organization required data, trend data, AOR updates, case transfer roster, event calendars, staff contact information, and other SOS mission essential reports/queries. The ARNG government SOS national program manager is the release authority for all requested information.
• Provide a Monthly Workload Report to the GTM not later than the 10th calendar day of each month. The report shall contain workload data extracted from the SOS application for the previous month and a synopsis of events executed in the previous month and events planned for the two-month following the reporting period.

Education

• High school diploma or equivalent

Minimum Qualifications

• Possess a strong sense of mission, focus, knowledge, and resourcefulness related to SOS
• Possess emotional maturity, tact, and attentive listening
• Have the skills and ability to identify available resources to help Families and survivors understand their benefits, facilitate referrals for bereavement counseling, and assist with navigating programs such as VA benefits, TRICARE, and educational opportunities
• Ability to provide dignified verbal and written responses, articulate well in sensitive situations, understand verbal and nonverbal reactions, and exercise independent judgement
• Build rapport with Families, Veterans Service Organizations (VSOs), Casualty Assistance Officers (CAOs), military leadership, and a variety of other stakeholders and resource groups involved in meeting the needs of each Family and survivors
• Ability to maintain, update, and expand a directory of resources, agencies, and organizations that are available to assist military Families and survivors
• Produce reports and data
• Understand applicable Army, NGB, State NG, and IMCOM policies, regulations, guidance, SOPs, training, and resources
• Understand ARNG organization and structure and military culture
• Experience with Microsoft Office products
• Self-starter and good time management skills
• Ability to travel
• S. citizenship required
• Ability to pass extensive background investigation

Preferred Qualifications

• Knowledge of or experience with military funeral honors, information, assistance, outreach, referral, and follow-up services to Families and survivors from all service components