United States Marine Corps Wounded Warrior Regiment
“Three Wire created a 24/7/365 solution to ensure that 35,000+ Wounded, Ill and Injured Marines had the Recovery care needed. ”
Key Benefits:
24/7/365 customer care support
Crises support for complex cases
Support to outside resources such as employers, school, and other Veteran resources
About Three Wire
Founded in 2006. Three Wire is the leader in innovative and efficient technology solutions for government agencies and large enterprise corporations. Our foundation has been built upon solid program management and process improvement principles. With those principles in mind, we design solutions to support your business goals and deliver superior results in a cost-efficient manner.
We believe in maximizing investments American taxpayers have already made in the government and military, while modernizing and securing America’s most important information, infrastructure, and assets.
To learn more contact:
Jennifer Christman
President
MyAdvisor Division
jchristman@myvetadvisor.com
The Problem
The Wounded Warrior Call Center for Outreach and Support (WWCC) is a toll-free contact resource operating 24/7/365. The contract supports 35,000+ Wounded, Ill and Injured (WII) Marines, with specialized support in compliance with their Recovery Care Plans.
The Three Wire Solution
MyAdvisor staff provides navigational advocacy, career transition support, resource identification, referral management, information distribution, and care coordination services. Our Customer Care Representatives (CCRs) are available 24/7/365 to accept incoming calls, e-mails, texts and other messages from wounded, ill and injured and transitioning Marines, as well as potential employers, schools, and a wide range of Veteran resources. Our CCRs also make outbound/outreach calls, and coordinate with Non-Medical Case Managers to assist with non-complex cases and resolve issues. Field Service Representatives support WII Marines and Veterans presenting with complex non-medical case management and extended support needs that may require face-to-face intervention.
(a) Providing Customer Care Representatives to make incoming and outreach telephone calls, text messaging, social media support, mobile application management, and e-mail to communicate with the WII Marines, attached Sailors, Veterans and their family members 24/7/365. Seller shall ensure all calls are monitored, escalated and appropriately addressed to ensure continuous support of WWCC task requirements.
(b) Providing Site Supervision for call center activities and representatives, monitoring and ensuring 24/7/365 accessibility for WII Marines, attached Sailors, Veterans and their family members. Seller shall be responsible for managing and overseeing the activities of on-site personnel.
(c) Providing training to call center representatives responsible for incoming and outreach telephone calls, text messaging, social media support, mobile application management, and e-mail to communicate.
(d) Providing Non-Medical Case Managers to provide support including financial, administrative, personal, and transitional support to WII Marines on active duty, separated, or retired and attached Sailors with noncomplex cases.
(e) Providing Customer Care Representatives capable of receiving and redirecting incoming calls and emails from the target population, potential employers, schools, and veteran resources that want to connect with the M4L Network to the HQMC Outreach Specialists.
(f) Providing an Information Technology (IT) Specialist capable of liaising with WWR IT/S-6 to properly configure hardware/software to ensure continuous support and functionality for mandatory applications.
(g) Providing quality assurance.
(h) Providing mobile application and social media presence that provides news, images, video, and resources to support wounded, ill, and injured Marines and their families. Support in the monitoring and development of the WWR social media platforms and in the provisioning of appropriate SMEs to address specific related issues of concern.
Results
Moving into 2022, the WWR customer is achieving continued results and satisfaction with the Three Wire MyAdvisor Division solution, which is now on its third year. Three Wire not only provided call center and care coordination expertise, but also significant value in terms of cost and delivery for this project.
Published by: Kelsey Brett - Director, Marketing