Veteran Outreach Manager en Axiom Care

Description

Job Summary

At Axiom Care, we are committed to serving Veterans with dignity and compassion by connecting them to the resources and support they deserve. The Veteran Outreach Specialist is responsible for cultivating, managing, and expanding community partnerships with Veteran-serving organizations, including the Phoenix VA and CRRC (Community Resource Referral Center). 

This role focuses on delivering high-touch outreach and referral services tailored specifically to the needs of Veterans, with a priority on individuals experiencing homelessness, mental health challenges, or substance use issues. The ideal candidate is either a Veteran or has seven or more years of Veteran-related outreach, case management, or partnership development experience. 

Duties/Responsibilities

Referral Coordination and Case Flow Management: 

• Serve as a concierge point of contact for Veteran referral sources, including some evenings and weekends.  
• Respond to and manage inbound referrals, placement details, customer service requests, discharge updates, billing issues, and general inquiries from Veteran partners and case managers 
• Maintain real-time communication with internal teams (especially Admissions) to ensure timely follow-up with VA and CRRC case managers 
• Act as liaison between Axiom Care staff and Veteran-serving partners; ensure timely updates and collaborative service delivery 

Relationship Building and Outreach:

• Establish and nurture strong connections with VA social workers, CRRC staff, Veteran liaisons, Veteran court navigators, transitional housing case managers, and other community-based Veteran outreach initiatives 
• Plan and conduct regular meetings with key Veteran referral partners both new and existing 
• Host and attend networking and community events with a strong Veteran or justice-involved focus, including tabling at resource fairs, coalition meetings, and outreach forums 
• Participate in collaborative working groups such as the Homeless Coalitions, Veterans Stand Down, and the VA’s outreach events 
• Lead or support in-services and presentations for Veteran referral sources. 

Tours and Drop-Ins:

• Provide regular tours of the facility to Veteran stakeholders. 
• Visit VA or Veteran-serving programs weekly for outreach, drop-offs, and relationship nurturing. 
• Communication & Documentation: 
• Post, track, and manage all referrals, contacts, and lead activity  
• Respond to urgent email communications from referral sources and internal staff, including sending calendar invites, coordinating client case discussions, and confirming availability 
• Track outreach efforts and provide regular follow-up documentation and reporting 

Veteran-Centric Initiatives:

• Collaborate with leadership on culturally appropriate outreach strategies and Veteran-specific engagement initiatives 
• Work closely with internal staff to educate teams on Veteran-specific needs and assist with implementing trauma-informed, Veteran-sensitive care 
• Support all in-house Veteran engagement campaigns, events, and appreciation efforts 

Requirements

Required Skills/Abilities:

• Deep understanding of Veteran culture, systems, and services (including the VA) 
• Proven relationship-building and interpersonal communication skills 
• High emotional intelligence with ability to manage urgent or high-risk referrals with professionalism and empathy 
• Experience managing CRM, EMR, referral tracking, and collaborative messaging tools 
• Flexible scheduling including evenings/weekends when required for Veteran events or referrals 
• Strong presentation skills and comfort leading in-services and speaking with Veteran groups 

MS Office proficiency 

Education and Experience:

• Bachelor’s Degree or workplace equivalent preferred 
• Minimum of 7 years Veteran-specific outreach, case management, or engagement experience required 
• Military Veteran status highly preferred 
• Experience working with the Phoenix VA, CRRC, or similar Veteran-serving entities strongly preferred 

Required Competencies:

• Veteran Engagement Acumen – Understands the lived experiences of Veterans and applies appropriate language, empathy, and urgency 
• Referral Navigation – Effectively manages high-touch, fast-paced communication for urgent Veteran referrals 
• Crisis Responsiveness – Able to remain calm and efficient during high-stakes or emergency referrals 
• Organizational Agility – Navigates complex systems and shifting priorities while maintaining strong communication 
• Collaboration – Builds relationships across internal departments and external Veteran-serving networks 
• Adaptability – Demonstrates flexibility with time, communication style, and needs of diverse Veterans served 

Physical Requirements:

• Prolonged periods of driving to and from outreach sites and events 
• Prolonged periods of computer work and telephone communication 
• Must be able to lift up to 15 pounds at times (event setup, material transport)