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Navy Wounded Warrior Call Center Expands Support System for Service Members

November 21, 2013

After a just year in operation, the Navy Wounded Warrior (NWW) -- Safe Harbor call center has successfully provided non-medical care information to seriously wounded, ill and injured sailors and Coast Guardsmen. Call center representatives have fielded more than 1,100 calls so far.

The call center also has expanded its reach, moving beyond taking inbound calls to also making outbound calls to NWW enrollees beginning last March. It is the first call center dedicated exclusively to the NWW program.

The goal of the program is to guide wounded service members through recovery, rehabilitation and reintegration. Call center representatives are tasked with providing critical information about the Servicemembers' Group Life Insurance Disability Extension, adaptive athletics opportunities and transition services.

"The call center is a critical benefit for the wounded warriors enrolled in our program, and for service members with health concerns who may need to be enrolled," said NWW Deputy Director Merissa Larson. "It ensures that, regardless of the date or time of their calls, and regardless of the status of their cases, wounded warriors can connect to a trained professional whenever they need assistance."

The call center is staffed by three Health Insurance Portability and Accountability Act (HIPAA)-certified professionals, who use customized intake forms to capture the details of every call.

"The call center uses sophisticated technology -- a voice-over, cloud-based Internet phone system -- to ensure there are no service interruptions," said Brad Nelson, director of revenue at Immersion Hospitality, the firm that manages the call center. "As a result, the call center can do things more cost-effectively, faster and with total redundancy."

"Call volume continues to increase every month, and the call center's capabilities are expanding. We hope to continue to spread the word about the call center and encourage people to use it whenever a need - large or small - may surface," added Nelson.

NWW is a Fleet and Family Readiness program that has assisted nearly 2,500 wounded warriors nationwide. Sailors and Coast Guardsmen may self-refer to NWW, or be referred by a family member, their command leadership or their medical team.

According to the NWW website, the Navy defines a “wounded warrior” as a sailor or Coast Guardsman that has a serious illness or injury requiring long-term care that may result in a medical evaluation board/physical evaluation board to determine fitness for duty. Support is not limited to combat injuries, but also includes service members battling serious illnesses or who are injured in accidents.

The NWW call center can be reached at 855-NAVP WWP (628-9997).

Edited by Cassandra Tucker