Revised Attachment 3- PWS 7.1.4 Personnel Quals.pdf

Attachment 3-PWS 7.1.4 Personnel Qualifications HT001125R0047-inTransition

Program Manager

• Certification as a Project Management Professional with a background in healthcare services

• Knowledge of and proficiency with DoD contracts and contract administration.

• A minimum of five years of experience in Project or Program Management in mental health or equivalent leadership role with multiple supervisees

• A Masters-level degree and past training in mental health, healthcare administration, or related area

• Experience with successfully managing large teams and complex mental health programs

• Experience in working with DoD government personnel and understanding DoD policies and procedures

• Experience working with military populations.

• Ability to communicate effectively and efficiently with DHA and other government leadership, staff, and customers

• Requires excellent written and oral communication skills

Data Analytics SME

• A bachelor’s or master’s degree and three years or more relevant experience in mental health data analytics or a related field (healthcare data analytics)

• At least one year of experience post-degree in mental health data/database management

• At least one year of experience post-degree in analysis and presentation of program data

• Proficient with database management and/or statistical software such as Excel, Access, Stata, or SPSS. Proficiency in SQL and Tableau

IT SME

• A bachelor’s degree in a field related to Information Technology or Information Systems

• A least a year of experience is medical software and service management platforms (e.g.

ServiceNow) and Electronic Health Record systems

• A least a year of experience in providing technical support in healthcare and contact center support (preferred)

• Proficient in understanding the integration of various software applications in relation to healthcare systems

• Effective oral and written communications and time management

Outreach Specialist

• A bachelor’s degree and a minimum of three years of relevant experience marketing, public relations, communications, or another related field is required

• A minimum of two years of programmatic outreach experience is required

• Proficient with Microsoft Office 365 products (Word, Excel, PowerPoint, etc.)

• Capable of preparing briefing documents such as informational, technical, trainings, progress, and fiscal reports. Reports, correspondence, and documents are to be prepared in a professional and competent manner requiring little or no editorial changes

Call Center Staff

• A minimum of one year of experience in a medical/hospital call center

Attachment 3-PWS 7.1.4 Personnel Qualifications HT001125R0047-inTransition

• A minimum of one year experience in triage, care management, motivational interviewing, and crisis counseling

• Fluent in English and/or Spanish, both oral and written

• Ability to handle inquiries and requests in a courteous and professional manner

• Ability to listen to and empathize with Service members, Veterans, and others and acknowledge their concerns

• Ability to gather information to determine a Service member, Veteran, or family member’s needs, as well as apply problem-solving skills, and resolve the inquiry/request effectively

• Ability to communicate information clearly, accurately, and completely

• Ability to record all pertinent information accurately and efficiently

• Ability to handle crisis and abusive calls in a professional and effective manner

• Ability to control the pace and flow of the inquiry/request and manage call time effectively

Call Center Coaching Staff

• Must have a master’s degree in a mental health-related field

• Must be a licensed mental health professional (social work, psychology, marriage and family therapy, behavioral health counseling)

• Preferably at least a minimum of three years of experience delivering in-person patient care

• Has clinical experience in triage, care management, motivational interviewing, and crisis counseling

• Has experience working with military service members and veterans regarding mental health