• Respond to all inbound support inquiries via email, phone, and live chat • Educate customers on how to fully utilize the platform • Foresee future challenges by assessing the unique needs of each client and their account • Promote and upsell other product offerings within the GoodTherapy platform • Assist the Support team with onboardings, support calls, and possibly other short-term projects when needed • Support the technology team with context and feedback on product improvements and changes

About FHI360 FHI 360 is a nonprofit human development organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in health, public health threats, education, nutrition, environment, economic development, civil society, youth, research, technology, communication, and social marketing - creating a unique mix of capabilities to address today’s interrelated development challenges. Job Summary The Outbreak Response Specialist provides technical support to the STRengthening Infectious Disease DEtection Systems (STRIDES) Activity to strengthen national and subnational outbreak detection and response systems in Guatemala. Working under the supervision of the Technical Director, the Specialist supports the design, coordination, implementation, and monitoring of outbreak preparedness and response activities aligned with the STRIDES Global Health Security workplan. The position collaborates closely with the Laboratory and Diagnostic Specialist and other STRIDES technical staff, as well as with Ministry of Health counterparts, to strengthen rapid response teams, outbreak investigation capacity, emergency preparedness systems, and response logistics. The Specialist supports the implementation and monitoring of technical strengthening initiatives, contributes to the development of training strategies, facilitates training and other capacity building activities, and develops technical materials as needed. S/He also supports the preparation of technical deliverables and reports to the donor, highlighting progress toward STRIDES objectives related to providing targeted surveillance and detection assistance during outbreaks. The Specialist will collaborate with a diverse group of in-country stakeholders, including U.S. Government agencies, host country government counterparts, and partner organizations, as part of a coordinated emergency response structure. Accountabilities General Technical Requirements: - Provide technical leadership and implementation support for outbreak preparedness and response activities under the direction of the Technical Director, ensuring alignment with STRIDES project objectives and the approved GHS workplan. - Provide guidance on the application of the 7-1-7 methodology. - Support the review and updating of the Rapid Response Team (RRT) Operations Manual and readiness kits for MOH staff, including guidance on outbreak investigation, sampling procedures, and field safety protocols. - Provide technical input to national guidelines, standard operating procedures, and other normative documents related to outbreak preparedness and response, advising government counterparts and partners on best practices. - Provide technical and logistical support during outbreak response to facilitate rapid diagnosis and safe specimen transport, coordinating specimen routing, turnaround times, and coordination among relevant actors. - Coordinate with laboratories, surveillance units, logisticians, and Ministry of Health counterparts to support effective outbreak response operations, including specimen management, availability of diagnostics and supplies, and logistics for rapid response teams. Project Coordination, Implementation and Reporting: - Support training of Rapid Response Teams (RRTs) on outbreak investigation and control, including updating training curricula, facilitating practical drills, and supporting risk communication and community engagement activities while documenting gaps and progress. - Support the design and implementation of continuous improvement activities, including tabletop exercises, drills, and functional simulations. - Support the design, logistical preparation, and implementation of subnational emergency response exercises, including follow-up on corrective and preventive actions (CAPA) in coordination with relevant Technical Working Groups (TWGs) and stakeholders. - Support integration of supply chain readiness and Rapid Response Team capacities into national and subnational preparedness plans, including roles, activation triggers, and coordination mechanisms. - In coordination with STRIDES technical teams, including laboratory and MEL staff, ensure timely communication with FHI 360 country and headquarters teams regarding emergency response activities. - Ensure timely production and dissemination of high-quality technical documentation and reporting products, including assessments, outbreak event reports, post-deployment debriefs, and monitoring and evaluation inputs. - Coordinate closely with the Laboratory and Diagnostic Specialist to ensure alignment between laboratory systems strengthening and outbreak response operations. - Support coordination with Ministry of Health technical units, emergency operations structures, and partner organizations involved in outbreak preparedness and response. Quality Assurance: - Support the mapping of essential outbreak response supplies and definition of minimum stock levels based on hazard profiles, geographic needs, and seasonality, ensuring alignment with national standards. - Support the Ministry of Health in maintaining outbreak readiness documentation, including rosters, training records, exercise reports, after-action reviews, CAPA plans, and kit inventories. Applied Knowledge & Skills: - Strong facilitation, training, and mentoring skills; experience designing and delivering adult-learning curricula and field exercises. - Strong coordination skills to work effectively with government counterparts, technical partners, and multidisciplinary teams. - Familiarity with specimen management and transport practices (triple packaging, cold chain, chain of custody) and coordination with laboratory networks. - Excellent written and verbal communication skills in Spanish - English professional proficiency preferred. - Proven ability to foster cross-country collaboration in epidemiology, surveillance, and/or emergency response. - Ability to analyze information, identify problems and recommend solutions or adjustments that consider a country’s individual context. - Ability to work independently and collaboratively in complex environments with multiple tasks, short deadlines, and a strong emphasis on quality. Supervision Given/Received: - Reports to the Project Technical Director and works in close coordination with the Laboratory and Diagnostic Specialist and other STRIDES technical staff. - Has no supervisory responsibility. Education: - Master’s degree or its International Equivalent in epidemiology, public health, emergency medicine, Supply Chain/Logistics or related field required. Experience: - 6+ years of experience applying field epidemiological principles and outbreak investigation methods, experience establishing and/or managing outbreak response teams and emergency operations - Experience in leading infectious disease surveillance, outbreak response and/or global health security projects. - Experience with emergency logistics and supply chain systems for health (PPE, diagnostics, treatment supplies), including stock management and procurement workflows. - Prior work experience in a non-governmental organization (NGO), government agency, or private organization - Full proficiency in Spanish is required. - Intermediate written and verbal English skills are required. Typical Physical Demands: - Typical office environment. - Ability to spend long hours looking at computer screens and doing repetitive work on a keyboard. - Ability to sit or stand for extended periods of time. - Ability to lift or move up to 5 lbs Technology to be Used: - Personal Computer/Laptop, Microsoft applications (i.e., Office 365, SharePoint, Skype/Zoom/Teams), cell phone/mobile technology, and standard office equipment. Travel Requirements: - Domestic travel required approximately 25% This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time. FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law. Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks. FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. FHI 360 will never ask you for your career site username or password, and we will never request money, goods or services during the application, recruitment or employment process. If you have questions or concerns about correspondence from us, please email CareerCenterSupport@fhi360.org. FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself. Please click here to continue searching FHI 360's Career Portal.

• Respond to incoming calls from individuals seeking emotional support or mental health resources • Assess/Identify clinical risk and transfer member for clinical support • Help members navigate through employee assistance program and behavioral health benefits • Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies

Position Overview At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Customer Service Representative, you will provide routine service support to PNC customers who initiate contact with the Customer Care Center. This may involve questions regarding products, online directions, and their accounts. You will communicate directly with customers, as well as internal and external service partners to effectively resolve issues, questions, and service requests. Employees must provide the following additional requirements for success in a virtual role: • Work Space – A dedicated and confidential work space which includes a door that can be closed for privacy. • High speed internet – High speed internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds. This connection must not be DSL, Satellite, dial up, Cellular, Microwave, Broadband Powerline (BPL), or any other ISP that is not cable or fiber. You must have wired connection in the room with the modem and router. Wireless internet is not permitted/supported This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description - Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners. - Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served. - Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues. - Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions. - Documents customer interactions and completes service requests to minimize customer effort or additional action. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: - Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. - Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework. Qualifications Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position. Preferred Skills Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support Competencies Accuracy and Attention to Detail, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Knowledge of a Specific Customer Support Function, Managing Multiple Priorities, Problem Solving, Products and Services, Tech Savvy Work Experience Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties. Typically <1 year of related experience. In lieu of a degree, a comparable combination of education, job specific certification(s) and experience (including military service) may be considered. Education No Degree Certifications No Required Certification(s) Licenses No Required License(s) Pay Transparency Base Salary: $26,000.00 – $60,000.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance. Application Window Generally, this opening is expected to be posted for two business days from 04/13/2026, although it may be longer with business discretion. Benefits PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service. To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com. Disability Accommodations Statement If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions. Equal Employment Opportunity (EEO) PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history. California Residents Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.