Help Desk Support Specialist (Veteran Survey Operations)

Primary Responsibilities:

• Provide telephone and email support to Veterans.
• Assist Veterans to understand the purpose of the survey.
• Communicate clearly using VA-approved scripts.

Call Handling:

• Accurately log all contacts, dispositions, and resolutions.
• Classify inquiries appropriately to support tracking.
• Follow established escalation and resolution procedures.

Distressed Veteran Response:

• Recognize indicators of emotional distress.
• Practice active listening and empathy.
• Initiate warm transfer to the VCL as needed.