Interactive Government Holdings, Inc.
Program Manager-DHA inTransition Spt Svcs Contact Ctr (VA, Springfield)
Interactive Government Holdings, Inc., Springfield, Virginia, us, 22161
Overview
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Program Manager-DHA inTransition Spt Svcs Contact Ctr (VA, Springfield)
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Interactive Government Holdings, Inc. 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. Overview continued
This position supports the Defense Health Agency's inTransition Support Services Contact Center. The inTransition Support Services provide assistance to transitioning service members and/or veterans who are receiving mental health and/or moderate to severe traumatic brain injury (TBI) care, and to those seeking care with a new provider or location. Licensed coaches who are trained in mental health care are required for these positions and will bridge gaps between identification and receipt of mental health and/or TBI care. Services target Active-Duty service members, Reserve Component, National Guard, Coast Guard, and veterans. Responsibilities
Provide inTransition Support Services through a contact center that handles telephone, voicemail, website chat, email, and text messaging inquiries. Operate an incoming triage service to respond to and direct calls to appropriate areas (e.g., inTransition coaching intake, external crisis line). Offer individual coaching support to service members and veterans seeking new mental health and/or moderate to severe TBI care providers or related resources. Maintain continuity of care as personnel transition between providers, geographic locations, and healthcare systems. Recruit, train and develop the inTransition Support Services Team; train incumbents on new systems, procedures, and processes. Supervise daily operations and act as the primary conduit for information flow to the Contracting Officer’s Representative (COR). Manage HR objectives including recruitment, onboarding, performance coaching, counseling, and discipline; communicate job expectations and performance; participate in compensation planning. Develop and monitor strategic and operational plans; implement production, quality, and customer-service standards; identify trends and drive system improvements. Forecast staffing requirements, prepare annual budgets, analyze variances, and initiate corrective actions as needed. Update job knowledge and participate in professional development to support program delivery. Review, evaluate, and enhance all contract deliverables to the customer; contribute to strategic program management and business development efforts. Establish and maintain a pipeline of opportunities for company growth; conduct outreach to existing and potential clients; identify and resolve issues affecting project performance. Coordinate security clearances with the Trusted Agent; ensure DEERS entry and timely issuance of Common Access Cards (CACs); onboard DHA personnel; conduct background checks as required. Monitor attendance and performance; approve timesheets; counsel team members and document corrective actions; administer Paid Time Off per IGH policies and ensure accurate reporting. Manage travel to support mission needs and timely submission of travel reimbursements. Ensure knowledge of all tasks required of inTransition Support Services Team Members. Qualifications
A minimum of five years of experience in Project or Program Management in mental health or an equivalent leadership role with multiple supervisees. Experience in managing large teams and complex mental health programs. Experience working with DoD government personnel and understanding of DoD policies and procedures; experience with military populations. Excellent written and oral communication skills; ability to communicate effectively with DHA and other government leadership, staff, and customers. Education / Certifications: A Masters-level degree in mental health, healthcare administration, or related area; Project Management Professional (PMP) or related field certification. 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. 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. Other details: Full-Time/Part-Time: Full-Time; Location: IGH HQ - Springfield, Virginia; Close Date: Open Date 7/10/2025. Seniority level
Mid-Senior level Employment type
Contract Job function
Project Management and Information Technology Industries
Business Consulting and Services
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Join to apply for the
Program Manager-DHA inTransition Spt Svcs Contact Ctr (VA, Springfield)
role at
Interactive Government Holdings, Inc. 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. Overview continued
This position supports the Defense Health Agency's inTransition Support Services Contact Center. The inTransition Support Services provide assistance to transitioning service members and/or veterans who are receiving mental health and/or moderate to severe traumatic brain injury (TBI) care, and to those seeking care with a new provider or location. Licensed coaches who are trained in mental health care are required for these positions and will bridge gaps between identification and receipt of mental health and/or TBI care. Services target Active-Duty service members, Reserve Component, National Guard, Coast Guard, and veterans. Responsibilities
Provide inTransition Support Services through a contact center that handles telephone, voicemail, website chat, email, and text messaging inquiries. Operate an incoming triage service to respond to and direct calls to appropriate areas (e.g., inTransition coaching intake, external crisis line). Offer individual coaching support to service members and veterans seeking new mental health and/or moderate to severe TBI care providers or related resources. Maintain continuity of care as personnel transition between providers, geographic locations, and healthcare systems. Recruit, train and develop the inTransition Support Services Team; train incumbents on new systems, procedures, and processes. Supervise daily operations and act as the primary conduit for information flow to the Contracting Officer’s Representative (COR). Manage HR objectives including recruitment, onboarding, performance coaching, counseling, and discipline; communicate job expectations and performance; participate in compensation planning. Develop and monitor strategic and operational plans; implement production, quality, and customer-service standards; identify trends and drive system improvements. Forecast staffing requirements, prepare annual budgets, analyze variances, and initiate corrective actions as needed. Update job knowledge and participate in professional development to support program delivery. Review, evaluate, and enhance all contract deliverables to the customer; contribute to strategic program management and business development efforts. Establish and maintain a pipeline of opportunities for company growth; conduct outreach to existing and potential clients; identify and resolve issues affecting project performance. Coordinate security clearances with the Trusted Agent; ensure DEERS entry and timely issuance of Common Access Cards (CACs); onboard DHA personnel; conduct background checks as required. Monitor attendance and performance; approve timesheets; counsel team members and document corrective actions; administer Paid Time Off per IGH policies and ensure accurate reporting. Manage travel to support mission needs and timely submission of travel reimbursements. Ensure knowledge of all tasks required of inTransition Support Services Team Members. Qualifications
A minimum of five years of experience in Project or Program Management in mental health or an equivalent leadership role with multiple supervisees. Experience in managing large teams and complex mental health programs. Experience working with DoD government personnel and understanding of DoD policies and procedures; experience with military populations. Excellent written and oral communication skills; ability to communicate effectively with DHA and other government leadership, staff, and customers. Education / Certifications: A Masters-level degree in mental health, healthcare administration, or related area; Project Management Professional (PMP) or related field certification. 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. 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. Other details: Full-Time/Part-Time: Full-Time; Location: IGH HQ - Springfield, Virginia; Close Date: Open Date 7/10/2025. Seniority level
Mid-Senior level Employment type
Contract Job function
Project Management and Information Technology Industries
Business Consulting and Services
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