Field Service Representative (FSR)

Program Overview

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 Field Service Representative provides complex non-medical case management and extended support to WIIs and family members, with primary focus on TDRL/PDRL and unresolved cases requiring face-to-face coordination. 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 support within assigned geographic area, including urgent travel when required.
• Coordinate with VA transition teams, patient advocates, caregiver resources, education/employment supports, nonprofit partners, and Government stakeholders.
• Support TDRL/PDRL follow-up and 120-day post-EAS transition needs as assigned.
• Document all contacts and case activity in MCWIITS within required timeframes, including 72-hour documentation expectations.
• Maintain travel readiness, Government communication discipline, and confidentiality.

Minimum Qualifications

• High school diploma or equivalent required; bachelor's degree preferred.
• At least two years of field coordination, case management, military/veteran support, benefits navigation, social services, transition support, or resource coordination experience.
• Ability to work independently and remote from direct daily supervision.
• Strong interpersonal, negotiation, oral communication, and written documentation skills.
• Valid driver's license and ability to travel regionally as required.
• U.S. work authorization required; U.S. citizenship may be required for Government system access.
• Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
• Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
• Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.

Preferred Qualifications

• Familiarity with VA benefits, medical care coordination, Disability Retirement List processes, separations from service, Marine Corps culture, and local veteran resources.
• Experience conducting face-to-face support with vulnerable, wounded, injured, disabled, or transitioning populations.
• Existing network with VA, veteran service organizations, workforce, education, caregiver, or community resource providers.

Location:

• Contractor Facility, Government Facility, Hybrid