Education Services Facilitator (.75)/ Customer Service/ Admin Support (.25)
Kingsville TX 78363 Fed 746 Rosendahl Street
Job DescriptionThis is a hybrid position of 0.75 ESF and 0.25 CS/AS.
Education Services Facilitator:
Provides education and training to military families through classroom training, workshops and seminars in the areas of Deployment and Mobilization Support, Individual Deployment Support, Repatriation, Ombudsman, Relocation Assistance, Life Skills Education, Transition Assistance, Family Employment Readiness, Personal Financial Management Basic Ed and Training, EFMP Liaison, FAP Awareness and Prevention Education and Emergency Preparedness and Response.
The Customer Service/Administrative Support receives, screens, and directs callers and walk-in customers to the appropriate Fleet and Family Support Programs (FFSP) staff. Provides customers general, basic information, and referral to military and community resources, utilizing other FFSP staff for more in-depth, complicated requests for information. Customer Service/Administrative Support services support FFSPs, which are designed to facilitate personal and family readiness and adaptation to life in the military and to keep individuals and families resilient and strong, preventing individual and family dysfunction, facilitating personal and family self-sufficiency, and creating overall command and community wellbeing.
Customer Service/ Administrative Support Requirements:
- Enrolls and schedules customers in briefs, workshops and classes and individual appointments not provided through centralized scheduling.
- Provides administrative and clerical services.
- Provides a variety of administrative support functions (e.g., finalizing official correspondence, data entry, preparing military messages, making travel arrangements, attending and taking minutes at meetings, scheduling appointments, screening and directing potentially distraught and/or difficult callers or walk-in clients, distributing mass mailings, managing files, taking messages for staff, and maintaining referral and community resource directories).
- Ensures that information and referral services provided are entered and counted in Fleet and Family Support Management Information System (FFSMIS).
- Provides emergency preparedness and response carried out by the region, installation or FFSP.
- Facilitates FFSP participation and activities in support of public awareness campaigns such as Ready Navy.
- Prepares and conducts management briefings to communicate recommendations on training and exercises.
Education Services Facilitator Requirements:
Individual Deployment Support:
• Provides standardized Individual Augmentee (IA) family case management IAW CNIC Individual Deployment Support Desk Guide.
• Serves as the designated POC for an individual Sailor or family to support them in obtaining necessary services before, during and after IA assignment.
• Serves as a liaison with other military community agencies. Provide regular follow-up and case management services per family request for assigned IA sailors or family members.
• Using existing resources, supports families by providing necessary required forms, obtaining explanation and directions from subject matter experts, and advising them through the bureaucratic requirements associated with IA assignment.
• Provides feedback and information to CNIC leadership regarding family needs, lapses in the system, and response times.
• Addresses system lapses in a timely and professional manner.
• Utilizes information technology including the internet as available to keep abreast of changes.
• Serves families and provide support where needed, while being responsive to the overall needs and tempo of the FFSP.
• Coordinates and integrate family services and referrals utilizing on- and off-installation resources, state, intra-state, and federal services as necessary.
• Provides current information, referral and a range of support services to families when designated as the family’s safe haven POC.
Ombudsman Training and Support:
• Coordinates and offers the standardized Ombudsmen Basic Training (OBT) course locally by certified OBT trainers to meet training need.
• Coordinates and conducts advanced Ombudsman Training, to include after hours training to best meet the needs of the customers.
• Maintains a current and complete roster of local Ombudsmen including Naval Reserve Ombudsmen.
• Provides support and consultation to Ombudsmen, Assemblies, and Commands.
• Maintains current, updated installation relocation data that are available to customers and on OSD websites.
• Provides inbound and outbound relocation programs through briefs/workshops and individual assistance for eligible military and family members.
• Provides full-range of Inter-Cultural Relations programs OCONUS and a full range of overseas preparation briefs/workshops and individual assistance CONUS.
• Provides homeport change assistance services and support.
• Conducts Sponsor training.
• Acts as liaison with School Liaison Officer and Child and Youth programs to ensure Military children are provided relocation support.
Life Skills Education:
• Provides life skills education for sailor and families in seven core content areas including: stress management, anger management, suicide prevention, relationships, new spouse orientation, communication skills and parenting.
• Provides Operational Stress Control information during existing programs and services whenever feasible and practical.
• Provides a comprehensive array of parenting classes that are tailored to specific developmental periods, e.g., parenting newborns, toddler, teens, etc.
• Develops an extensive variety of class materials for customers to enhance the learning experience.
• Coordinates with other support programs such as Chaplains, Child and Youth, and Drug and Alcohol programs to ensure consistency in delivery of life skills programs and services.
• Offers programs as single or multi-session classes/workshops and to offer workshops/classes at times and locations, to include after hours, to best meet needs of customers.
• Coordinates, publicizes, facilitates, and hosts TAP workshops (e.g., 5-day Transition GPS workshop, Career Tracks, and Capstone Event) in coordination with partner agencies to include, but not limited to, the Department of Labor, Department of Veterans Affairs, and Small Business Administration.
• Ensures that TAP workshops include all required content areas, adhere to class size requirements, are offered with sufficient frequency to minimize wait time, and ensure each student is given the opportunity to complete the on-line feedback survey prior to the end of the final day of the course.
• Provides individualized counseling and assistance to all transitioning military and family members.
• Provides assistance to customers utilizing the FFSP Career Development Resource Center.
• Coordinates delivery of workshops and individualized assistance on Career Technical Training, Accessing Higher Education, and Entrepreneurship.
• Serves, as needed, on the Family Readiness Coordinating Committee (FRCC).
• Organizes, promotes and/or supports area job fairs and employment expositions with local, state and/or
• Provides CONSEP seminars to first-term and mid-career personnel in coordination with Command Career Counselors.
• Provides training to command/unit leaders on Transition Assistance Programs detailed in the VOW Act of 2011, and VEI Task Force requirements.
• Ensures Transition GPS group workshops are entered into DMDC TAP data collection system.
• Provides both group and/or self-paced facilitation for the Accessing Higher Education (AHE) Career Track, as outlined in the standardized curriculum. (The NAFI will provide training to any contract personnel requiring training on the standard curriculum.)
Family Employment Readiness:
• Coordinates, publicizes and provides a wide variety of family employment readiness workshops (e.g., effective job search and interviewing, resume writing), with outreach into the community.
• Provides individualized skill assessment, career counseling and coaching to family members seeking employment assistance.
• Provides assistance to customers utilizing the FFSP Career Development Resource Center.
• Organizes, promotes and/or supports area job fairs and employment expositions with community- based, local, state and/or Federal agencies.
Personal Financial Management – Basic Education and Training:
• Coordinates, publicizes and provides a wide variety of Personal Financial Management classes/workshops, e.g., car buying, basic budgeting, managing credit, debt liquidation, consumer awareness, insurance, savings and investments, and retirement planning.
• Responds to requests for age-appropriate classes or seminars to youths and teens as part of on-base education.
• Conducts initial and refresher Command Financial Specialist (CFS) training.
• Assists Command Financial Specialists in developing General Military Training (GMT) on topics relating to Personal Financial Management.
Exceptional Family Member Program Case Liaison:
• Establishes and maintain cooperative relationships with local MTF, School Liaison Officer, and school district to ensure delivery of integrated EFMP services.
• Provides non-medical case management for assigned EFMP families and document case notes in NFAAS.
• Coordinates with agencies and other service support offices to include installation medical and recreational facilities, community service agencies and private organizations.
• Develops and provides EFMP education and marketing, to include providing command briefings, writing articles and using multi-media publications/communication methods to conduct outreach and to stress the importance of EFMP enrollment.
• Performs administrative functions associated with the training, education and outreach program plans. Collect, analyze, and maintain training, education and outreach materials, including: listings of services and resources, information on the command outreach concept and plan, reports, and surveys.
• Ensures EFMP information is incorporated as appropriate in FFSP education and awareness
Family Advocacy Program – Awareness and Prevention Education:
• Provides public awareness campaigns and programs are offered in support of National Child Abuse Prevention and National Domestic Violence Awareness Months.
• Ensures that family violence prevention and education programs are incorporated.
General Job Information
TitleEducation Services Facilitator (.75)/ Customer Service/ Admin Support (.25)
Job FamilyFederal Contracts Group
CountryUnited States of America
FLSA StatusUnited States of America (Non-Exempt)
Recruiting Start Date7/22/2019
Date Requisition Created7/22/2019
Work ExperienceCustomer Service
EducationGED (Required), High School (Required)
License and Certifications - Required
License and Certifications - Preferred
Other Job Requirements
- High school diploma OR GED.
- Must have customer service experience and sound working knowledge of computers, copying and fax machines, and office automation software such as Adobe, Windows, and the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- In OCONUS locations, strong preference is given to hiring on-site spouses/family members to minimize relocation requirements.
Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.