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Program Manager-DHA inTransition Spt Svcs Contact Ctr

Category Program Management

Description

Organization

Established in 2006, Interactive Government Holdings, Inc. (IGH) is a leading professional services and technology provider to the Federal Government. Our mission is to serve uniformed service members globally and their support systems locally. We utilize strategy, data science, and technology to make the programs we execute more efficient for the people our programs serve. IGH has a national and international program staff and a corporate headquarters located in Springfield, Virginia. We are proud of our ability to shape tomorrow while ensuring all active-duty personnel and reservists can carry out their critical missions and tasks today.

Job Description (Not all Inclusive)

Interactive Government Holdings(IGH)is seeking qualified, trained and capable individual to serve as Program Manager for the Defense Health Agency's inTransition Support Services Contact Center.

inTransition Support Services will provide support to transitioning service members and/or veterans who are currently receiving psychological health (i.e., mental health or behavioral health) and/or moderate to severe traumatic brain injury (TBI) care. The program will also provide support to service members and veterans who 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.

Licensed coaches who are trained and capable of providing mental health care are required for these positions. These licensed mental health professionals will bridge the gap between identification of and receipt of mental health care, as well as moderate to severe TBI care. Services will be provided for a broad range of customers, to include, Active-Duty service members, Reserve Component, National Guard, Coast Guard, and veterans.

Provide inTransition Support Services through a contact center that provides response for customers by telephone, voicemail, website chat, email, and text messaging. The contact center will comprise an incoming triage service to respond to and direct calls and inquiries to the appropriate area (i.e., an inTransition coaching intake, external crisis line, etc.). The contract will also provide individual coaching support services to service members and veterans seeking a new mental health and/or moderate to severe TBI care provider or related resources. In addition, the contract will provide individual coaching support services to service members and veterans to maintain continuity of care as they transition between providers, geographic locations, and healthcare systems.

Position Requirements

The Program Manager will assist with recruiting and identifying highly quality candidates, train new hires, train incumbents on new systems, procedures and processes, collect data for reporting program progress and metrics for individuals and the program.

Provides daily supervision and management to the inTransition Support Services Team and is IGH’s primary conduit for information flow to and from Team members and the COR for the contract.

Accomplishes Human Resource (HR) objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining members of the inTransition Support Services Team.

Communicates job expectations, planning, monitoring, appraising, and reviewing job contributions. Plans and recommends compensation actions while enforcing policies and procedures.

Achieves operational objectives by contributing information and recommendations to strategic plans and reviews.

Prepares and completes action plans. Implements and monitors production, productivity, quality, and customer-service standards by resolving problems, completing audits, identifying trends and determining system improvements while ensuring that the standards are met by all employees.

Meets financial objectives by forecasting requirements. Prepares an annual budget by scheduling expenditures, analyzing variances and initiating corrective actions as deemed necessary by the customer or IGH leadership.

Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations.

Reviews, evaluates, and enhances all contract deliverable to the customer.

Enhances the department and organizational reputation by accepting ownership for accomplishing new and different requests and explores opportunities to add value to job accomplishment.

Establishes and maintains a pipeline of target opportunities to ensure continued growth of the company.

Conducts ongoing and routine outreach to existing and potential clients. Identify, escalate, and resolve issues affecting successful project performance.

Contributes to the overall corporate strategy development in the areas of Program Management and Business Development.

Coordinates Security Clearances for Team members with the Trusted Agent, ensures information is transferred into Defense Enrollment Eligibility Reporting System (DEERS). Coordinates issuance of Common Access Cards in a timely manner.

Executed on-boarding tasks within the DHA including assignment of a Trusted Agent for TASS Activities.

Coordinates with the COR to conduct background checks and issuance of Common Access Cards.

Monitors attendance and performance of members. Approves Time sheets daily.

Conducts counseling of members of the Team while documenting and making necessary corrective actions.

Administers Personal Time Off in accordance with the IGH Employee Handbook and ensure accurate reporting of same into prescribed on-line systems.

Manages travel required to support the mission of the inTransition Support Services Team. Reviews, approves and submits Requests for Reimbursement in a Timely manner.

Must be knowledgeable of able to perform all tasks required of inTransition Support Services Team Members.

Education / Certifications:

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

Certification as a Project Management Professional or certification in a related field (project management and/or healthcare).

Qualifications:

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

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

At Interactive Government Holdings, Inc. (IGH), health and safety play a vital role in our success. IGH’s employees work together to comply with all applicable health & safety practices and protocols, including health orders and regulations related to COVID-19 that are mandated by local, state and federal authorities.

Interactive Government Holdings, Inc. (IGH) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Full-Time/Part-Time Full-Time

Compensation

Position Program Manager-DHA inTransition Spt Svcs Contact Ctr

Close Date

Open Date 7/10/2025

Location IGH HQ - Springfield, Virginia

About the Organization

This position is currently accepting applications.