Call Center Operations, Call Centers, Case Management, Community and Social Services, Cross-Functional, Customer Support/Service, Data Encryption Standard (DES), Disability Accommodations, Documentation, Financial Administration, Follow Through, Government, Government Contracts, Government Requirements, HIPAA (Health Insurance Portability and Accountability Act), Healthcare Administration, IDE (Integrated Development Environment), Information/Data Security (InfoSec), Integrated Disability Evaluation System (IDES), Military, Operational Support, Organizational Skills, Problem Solving Skills, Psychology, Public Administration, Small Business, Social Work, Team Lead/Manager, United States Citizen, United States Marine Corps (USMC), Veterans Benefits
About the program
Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.
Position Summary
The Non-Medical Case Manager assigned to Camp Pendleton provides extended, non-clinical case management when issues cannot be resolved during initial Customer Care Representative intake. The NMCM coordinates resources, provides follow-up support, assists with transition needs, documents actions in MCWIITS, and returns cases to CCR outreach once issues are resolved.
This position supports operations at or near Camp Pendleton and may require in-person meetings, installation access, and coordination with Government personnel and program stakeholders.
Key Responsibilities
- Manage non-complex, non-medical cases involving financial, administrative, personal, transitional, and reintegration support needs.
- Coordinate with CCRs, FSRs, Recovery Care Coordinators, Government stakeholders, VA resources, community partners, and family members.
- Support DES/IDES beneficiary outreach and transition-related activities.
- Support 120-day post-EAS transition follow-up when assigned.
- Maintain a continuous caseload and document concerns, actions, referrals, status updates, and outcomes in MCWIITS.
- Participate in meetings, multidisciplinary team engagement, and face-to-face support at Camp Pendleton when directed.
- Coordinate with the Camp Pendleton Site Lead and central Wounded Warrior Call Center.
- Identify barriers, service gaps, and recurring issues for supervisor and Program Manager review.
- Maintain confidentiality, HIPAA and Privacy Act compliance, and mandatory reporting requirements.
- Follow Camp Pendleton installation access, identification, security, and Government property requirements.
Minimum Qualifications
- High school diploma or equivalent required.
- At least two years of non-medical case management experience.
- Strong case documentation, follow-through, and stakeholder coordination skills.
- Ability to manage sensitive situations with empathy, professional boundaries, and process discipline.
- Ability to work at or near Camp Pendleton and attend in-person meetings when required.
- U.S. citizenship required.
- Ability to complete required background and security processing.
- Ability to obtain and maintain CAC/MCEN access, as applicable.
- Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
- Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.
Preferred Qualifications
- Bachelor’s degree in social services, human services, psychology, public administration, health administration, or a related field.
- Experience supporting wounded, ill, injured, transitioning, retired, disabled, or veteran populations.
- Experience with veteran services, benefits navigation, military family support, transition support, or resource coordination.
- Knowledge of VA benefits, IDES, TDRL/PDRL, TSGLI, family readiness, caregiver support, or employment and education resources.
- Military affiliation, knowledge of Marine Corps culture, or previous Government contract experience.
- Familiarity with MCWIITS or another Government case management system.
Location
Camp Pendleton, California, Government facility, contractor facility, hybrid.