Description Job Title: Program Manager – Call Center for Psychological Health Summary Zeiders Enterprises, Inc. is seeking an experienced Program Manager to lead the overall operation and success of the Department of Defense (DoD) Defense Health Agency (DHA) Office of Medical Affairs (MA) Clinical Support Division (CSD) in Transition Call Center Contract. This contract is a unique and exciting opportunity to provide a Transition Support Contact Call Center to transitioning service members or veterans who are currently receiving psychological health and wish to receive care at their new destination or with a new provider in their same location or wish to initiate psychological health care for the first time. A successful candidate is someone experienced with program management, budget administration, patient advocacy, case management, mental health counseling, clinical supervision, recovery services, marketing, community outreach, human resource management, policies and procedures, entrepreneurship. Essential Duties and Responsibilities + Oversee the performance of all staff for successful overall operation of the in-Transition program, to include all outreach efforts, the Call Center, the Psychological Health Resource Center (PHRC), and all data analytic efforts. + Be the single point-of-contact for communication with Government management and shall be responsible for the following: + Serve as direct point of contact between government and offsite Call Center. + Establishment of the inTransition Program’s policies and procedures. + Supervision of all aspects of inTransition Program to include Call Center operations, PHRC, and inTransition database. + Monitor, analyze, and report with regard to contract performance. + Identification of areas for service improvement. + Serve as the primary point of contact during emergency situations + Coordinate with Government management regarding implementation, operational, and programmatic issues. + Oversee the performance of all contract staff for the successful operation of all aspects of inTransition, to include personnel and operations of offsite Call Center. + To ensure services are performed following task order requirements, establish and maintain an effective quality control program. + Work with corporate resources and functional departments to ensure effective delivery of services, including recruitment, human resources, quality assurance, and contracts. Supervisory Responsibilities + Manages subordinate supervisors who supervise employees plus vendor support and matrix staff. + Responsible for the overall direction, coordination, and evaluation of these units. + Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. + Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Required Qualifications + Master’s degree in social work or other human services field (e.g., psychology, marriage and family therapy, behavioral health counseling, etc.). + At least 3 years’ experience delivering face-to-face healthcare services, to include clinical experience in triage, care management, motivational interviewing, and crisis counseling. + At least 5 years relevant experience managing, staffing, overseeing, and completing Government projects consisting of geographically dispersed teams of similar size. + Fast paced production environment requiring attention to detail and ability to multi-task and re-prioritize. + Proficiency in using Microsoft Office programs, particularly Word, Excel, PowerPoint and Outlook. + Ability to adapt to continuous improvement changes in programs, procedures and technology as needed. Preferred Qualifications + Project Management Professional (PMP) certification. + Experience providing Transition Supportive Services to the Military Population + Prior experience supporting the Defense Health Agency (DHA). + Proven successful experience leading large staffing 24/7/365 call center operations. Other Requirements + Ability to obtain and maintain a government background investigation including FBI fingerprints. + This position requires access to U.S. Government facilities and systems therefore requires U.S. Citizenship. + Ability to travel to assigned locations and nearby facilities for special projects or training: <10%. Competencies To perform the job successfully, an individual should demonstrate the following competencies: + Ability to work both independently and as part of a team. + Communication – Outstanding written and oral communication; proactive communication with Zeiders corporate and contract leadership teams. + Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others; Establishes and maintains a positive work environment at all levels. + Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills. + Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness. + Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. + Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 20 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment: The PM shall be located at the Government-provided Call Center location. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. This is a contingent opportunity. Zeiders Enterprises, Inc. is an Equal Opportunity Employer Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c))