• Maintain readiness in a fast-paced contact center work environment to support military spouses • Receive initial calls from military spouses via a live hand off using call center technology • Receive incoming live chats from military spouses • Assess military spouses’ needs and provide them with individualized available Government-approved resources • Provide education and career advising, including but not limited to: Provide recommendations regarding opportunities for online and distance education and training; Educate military spouses on the availability of financial assistance resources to assist in decision-making; Assist spouses with understanding Federal, state, and local occupational licensing • Provide credentialing information for select career fields • Schedule career coaching appointments • Assist spouses with troubleshooting website access associated with SpouseWorks programs • Assist with the administration of a Department of Defense military spouse scholarship program • Maintain government provided case management system, spouse profiles, and scholarship accounts

• Monitors social media sites (e.g. Facebook and Instagram) to ensure all support needs of the Recovering Service Members (RSM) are being met • Must respond to requests for assistance on applications or social media sites within sixty (60) minutes during operational times and within two hours of return from nonoperational times • Identifies emerging issues or trends and coordinate referrals to appropriate programs, case managers or support agencies • Assist with follow-up actions, special outreach campaigns and reporting requirements in support of program leadership • Maintains familiarity with benefits, entitlements, and support services related to medical care, transition assistance, education, employment, family support and quality-of-life services

• Conduct in-person and virtual workshops across various Work and Family Life Program areas for service members and families. • Provide one-on-one consultations across various Work and Family Life Program areas for service members and families. • Provide comprehensive location-specific information and referral services in-person or virtually. • Provide in-person or virtual support for disaster preparedness or in response to crisis events throughout the world. • Provide in-person support aboard Navy ships for Shipboard events and Return and Reunions (R&R). • Ensure all information and referral, one-on-one, and group education services provided are entered into the government’s system of record. • Utilize various technological tools (collaboration platforms, video conferencing software, project management tools) to effectively communicate with stakeholders and to provide virtual service delivery. • Perform basic troubleshooting steps when technology challenges occur. • Cross-training and support for additional program areas as assigned. • Support marketing and outreach initiatives to promote awareness and utilization of program services. • Other duties as assigned.

• Conduct in-person and virtual workshops across various Work and Family Life Program areas for service members and families. • Provide one-on-one consultations across various Work and Family Life Program areas for service members and families. • Provide comprehensive location-specific information and referral services in-person or virtually. • Provide in-person or virtual support for disaster preparedness or in response to crisis events throughout the world. • Provide in-person support aboard Navy ships for Shipboard events and Return and Reunions (R&R). • Ensure all information and referral, one-on-one, and group education services provided are entered into the government’s system of record. • Utilize various technological tools (collaboration platforms, video conferencing software, project management tools) to effectively communicate with stakeholders and to provide virtual service delivery. • Perform basic troubleshooting steps when technology challenges occur. • Cross-training and support for additional program areas as assigned. • Support marketing and outreach initiatives to promote awareness and utilization of program services. • Other duties as assigned.