Wounded Warrior Call Center & Strategic Communication

Telehealth/ Health Communications

  • Client: U.S. Marine Corps Wounded Warrior Regiment

Challenge

The U.S. Marine Corps Wounded Warrior Regiment (WWR) needed call center capabilities and social media community management services that would honor the Marine Corps’ commitment to providing enduring support to wounded, ill and injured Marines and sailors by providing outreach to ensure Marines are receiving information and resources they need to support their recovery and transition back to a parent unit or civilian life.  

Our Solution

In 2016, The Bowen Group assumed operation of the Sergeant Merlin German Wounded Warrior Resource and Call Center, serving approximately 34,000 Marines and sailors 24 hours a day, seven days a week, 365 days a year. Customer care representatives and non-medical case managers conduct individual assessments, create customized plans and provide short-term, non-medical counseling, resource navigation and referrals. Concurrently, The Bowen Group began providing social media community management services that help the WWR share Marines’ stories of recovery and reintegration following service-related injury and illness — and keep Marines and their families connected through social media.

Results

The Bowen Group has provided consistent outreach to wounded, ill and injured Marines and sailors in support of the WWR mission, while simultaneously strengthening call center operations and communications. 

  • We implemented new practices for directing outreach calls, and the call center now makes over 7,000 calls per month.

  • We implemented a new process for contacting Marines referred to the medical board in order to equip them with the knowledge they’ll need to navigate the review process.

  • We conducted a comprehensive review of the caseload to update the status of almost 3,000 Marines, which creates a more accurate roster of Marines needing outreach.

  • We have integrated new technology in order to improve accuracy in reporting, tracking cases and conducting quality assurance assessments.

  • We have provided digital strategy consultation and community management support for the WWR’s social media platforms: Facebook, Twitter and Medium. Our support has helped increase average daily engagement by 47 percent between December 2016 and May 2017.