Warrior Navigator- Case Coordinator

The Warrior Alliance (TWA) is a Georgia based 501c3 non-profit organization that serves as Georgia’s ‘backbone’ organization to connect veterans and their families to the services they need.  Our mission is to help veterans and their families achieve a fulfilling civilian life by promoting collaboration between the organizations that can support them during the transition from military service.

Our unique collaboration model engages veterans through a high touch, high technology approach and coordinates their care via a seamless integrated services network.  This combination works to simplify, accelerate, and streamline the process for veterans seeking help in all areas relating to improving their quality of life.

TWA is a fast paced, action-oriented organization with a team that is built on a foundation of passion and desire to make a significant impact for veterans who live and work in our community.  We are process-minded and metric-driven and seek individuals who thrive in an environment that holds ourselves and our partners accountable for achieving objectives.

POSITION OVERVIEW:

The Warrior Navigator serves as the primary TWA point of contact and case coordinator for the program services received by veterans and their family members.  This position is critical to assessing the needs of the client, analyzing their quality of life survey, and establishing a holistic care plan to support their immediate and long-term goals.  The Warrior Navigator plays an important role in building trust and confidence with the individuals they serve and works directly with TWA’s network of community partners to refer and advocate for their services.  

The Warrior Navigator will possess strong interpersonal, communication, and organizational skills with the added desire to go “above and beyond” for their clients.  Key aspects of the position require use of TWA Salesforce system to create and maintain their veteran caseload file and to report on weekly and monthly performance against goals.  As the populations we serve are quite diverse and represent all demographics, this individual must possess strong character and the ability to work across a multitude of age groups and circumstances.

ROLE AND RESPONSIBILITIES:

• Conducting intake and assessments with individuals to discover personal and family needs.
• Working with veterans and/or family members to develop a Warrior Care Plan that will guide the delivery of services and resources.
• Advocating for veterans and their family members through the coordination of holistic services through TWA’s community partner network.
• Assisting veterans in understanding and managing their physical and/or mental health needs and providing appropriate referrals.
• Working with veteran and family members to ensure they are enrolling and engaging in referred partner services and programs.
• Creating veteran case records in the TWA Salesforce system and providing detailed case notes for each interaction with the individual and partner.
• Ensuring all relevant documentation is provided and attached to the contact record.
• Managing veteran records to meet all TWA standards for data collection, data quality, and data accuracy.
• Assisting veterans by keeping them updated on status of the cases and reaching out to additional resources that will help them feel supported.
• Making recommendations for veterans to attend TWA events and partner activations.
• Developing and maintaining cooperative relationships with community groups, partners, and resource agencies.
• Ensuring that the information and guidance supplied by TWA and other collaborating agencies are of the highest standard.
• Developing and maintain a system of referrals across a broad spectrum of agencies including medical, nonprofits, and government agencies.
• Ensuring compliance with internal standards, external or funder standards, and applicable regulatory requirements.
• Working collaboratively with other organizations in a positive manner.
• Working closely with Community Service Partners to monitor veteran engagement, progress and needs; assist in problem solving and provide support as needed.
• Conducting meetings with veterans, retirees, and family members throughout the community to discuss VA benefits and programs.

REQUIREMENTS AND QUALIFICATIONS:

• Bachelor’s Degree or higher and at least 5-7 years of experience in social work and case management. 
• Veteran or military spouse preferred.
• Clinical background serving veterans and underserved, underprivileged families a plus.
• High degree of competence in using case management software and/or Salesforce.
• Well-developed empathy and problem-solving skills.
• Strong interpersonal skills, including tact, diplomacy, confidentiality, and judgement.
• Interest and competence to interact with the diversity of our veteran population.
• Team player with a positive attitude, proactive approach, customer-service mindset, and ability to motivate.
• Excellent project management skills and ability to take lead on multi-functional initiatives, manage and prioritize multiple responsibilities and competing client demands, and adapt to frequent and unexpected changes.
• Strong attention to detail and able to manage a diverse portfolio of clients and cases with minimal oversight.
• Strong communication skills (written, oral, and presentation) to effectively present issues, status, and solutions to TWA leadership and team members.