Field Service Representative (FSR)

About the program

Struction Solutions is a Service-Disabled Veteran-OwnedSmall Business leading a team supporting the U.S. Marine Corps Sergeant MerlinGerman Wounded Warrior Call Center Outreach and Resource Support Services. Thisprogram supports wounded, ill, and injured Marines, Sailors attached orformerly attached to Marine units, veterans, and their family members throughcall center operations, outreach, resource referral, and non-medical casemanagement. Positions are contingent upon contract award and final customerapproval.
Position summary

The Field Service Representative provides complexnon-medical case management and extended support to WIIs and family members,with primary focus on TDRL/PDRL and unresolved cases requiring face-to-facecoordination. FSRs connect WIIs to federal, state, local, VA, caregiver,education, employment, and community resources.
Key responsibilities
• Provide complex non-medical case management,advocacy, and resource coordination for assigned regional caseload.
• Conduct face-to-face interviews and supportwithin assigned geographic area, including urgent travel when required.
• Coordinate with VA transition teams, patientadvocates, caregiver resources, education/employment supports, nonprofitpartners, and Government stakeholders.
• Support TDRL/PDRL follow-up and 120-day post-EAStransition needs as assigned.
• Document all contacts and case activity inMCWIITS within required timeframes, including 72-hour documentationexpectations.
• Maintain travel readiness, Governmentcommunication discipline, and confidentiality.
Minimum qualifications
• High school diploma or equivalent required;bachelor's degree preferred.
• At least two years of field coordination, casemanagement, military/veteran support, benefits navigation, social services,transition support, or resource coordination experience.
• Ability to work independently and remote fromdirect daily supervision.
• Strong interpersonal, negotiation, oralcommunication, and written documentation skills.
• Valid driver's license and ability to travelregionally as required.
• U.S. work authorization required; U.S.citizenship may be required for Government system access.
• Ability to complete background/securityprocessing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA,information security, and program-specific training.
• Strong written documentation skills; allcontacts and actions must be accurately documented in Government systems suchas MCWIITS.
• Commitment to confidentiality, professionalism,mandatory reporting requirements, and respect for Marine Corps culture.
Preferred qualifications
• Familiarity with VA benefits, medical carecoordination, Disability Retirement List processes, separations from service,Marine Corps culture, and local veteran resources.
• Experience conducting face-to-face support withvulnerable, wounded, injured, disabled, or transitioning populations.
• Existing network with VA, veteran serviceorganizations, workforce, education, caregiver, or community resourceproviders.

Location:

• Contractor Facility, Government Facility, Hybrid