Employee serves as a Social Service Assistant (SSA), officially known as a Contact Representative in VA, for the VA Caregiver Support Line (CSL). The employee works in collaboration with the Lead Social Service Assistant in day to day operations however, the Shift Supervisor is the direct supervisor. Answers and responds to a variety of inquiries received through the VA Caregiver Support Line from caregivers, Veterans, family members and community agencies through multiple media channels including phone, text, chat and email. Provides education and information about eligibility and benefits received through VA's Caregiver Support Program. Communicates information about community based resources aimed at assisting caregivers with accessing needed services and benefits. Triages cases/calls that need immediate attention and alerts key stakeholders as needed. Asks appropriate and probing questions to identify complex or vague requests for VA services. Communicates to callers the process and requirements for how to apply for the VA's Program of Comprehensive Assistance for Family Caregivers and how to enroll in the VA's Program of General Caregiver Support Services. Identifies high risk or complex situations and refers appropriately to a CSL social worker, Caregiver Support Coordinator, Veteran's Crisis Line, Homeless Veterans call center or others, as appropriate. Explains a variety of VA services or procedures and how to access them, as appropriate. Simultaneously performs numerous customer service-related duties while remaining focused on the needs of the customer. Demonstrates strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship. Organizes and prioritizes multiple tasks appropriately and in a timely manner consistent with established standards. Utilizes alternative methods or solutions to respond to a wide variety of inquiries. Maintains professionalism and manages the call while working under pressure when handling abusive, life threatening or other complex calls. Accurately documents details of calls and other services requests in a timely manner. Work Schedule: Schedules will be between 7:15am - 10:15pm Monday - Friday and 7:45am - 5:15pm Saturdays Telework: Will be discussed at interview. Virtual: This is NOT a virtual position. Position Description/PD#: Social Services Assistant/PD21J68A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.