CATI Interviewer, Veterans Health Studies with Security Clearance

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CATI Interviewer, Veterans Health Studies Vistra Communications LLC CATI Interviewer, Veterans Health Studies Fully Remote
• Greater Tampa Area Description The Veterans Affairs CATI Interviewer conducts structured telephone interviews with U.S. military Veterans participating in Veterans Administration (VA) programs. These can include mental health treatment, suicide prevention, and service dog training programs. Interviewers collect data for VA surveys, including baseline and follow-up assessments designed to evaluate Veteran outcomes following clinical engagement for suicidal ideation, mental health treatment, and participation in the Puppies Assisting Wounded Service members (PAWS) program.

Interviews are conducted using a Computer-Assisted Telephone Interviewing (CATI) system and involve potentially sensitive discussions regarding mental health, PTSD symptoms, wellbeing, recovery, and satisfaction with services. Interviewers must maintain professionalism, empathy, strict confidentiality, and adherence to Veterans Crisis Line escalation protocols when participant safety concerns arise. This position is remote/work-from-home. Interviewers are expected to maintain a professional, secure, and distraction-free work environment.

Because this position involves discussions regarding mental health, suicide prevention, and Veteran wellbeing, interviewers must be able to conduct interviews from a secure and emotionally appropriate environment that supports confidentiality, professionalism, active listening, and uninterrupted communication with Veterans. Requirements Survey Administration
* Conduct structured CATI interviews with Veterans using government-approved questionnaires and scripts.

* Administer baseline interviews within required project windows following Veteran clinical appointments or service dog training enrollment.

* Schedule and conduct follow-up interviews within prescribed study timelines.

* Accurately document responses, dispositions, callback requests, and interview outcomes within the CATI system.

* Manage Veteran interactions and callbacks to maximize participation and retention.
Veteran Engagement
* Establish rapport with Veterans while maintaining a professional, neutral interviewing approach.

* Demonstrate sensitivity when discussing mental health, suicide prevention, PTSD, healthcare experiences, and recovery-related topics.

* Clearly explain study purpose, voluntary participation requirements, confidentiality protections, and participant rights.

* Maintain a respectful and Veteran-centric approach in all interactions.
Crisis Identification and Response
* Monitor participant responses for indicators of distress, suicidal ideation, self-harm concerns, or emotional crisis.

* Follow established Veterans Crisis Line (VCL) and project-specific escalation procedures.

* Offer warm transfers to the Veterans Crisis Line (988, Press
1) when required by protocol.

* Immediately notify supervisory staff and designated clinical personnel regarding safety-related incidents.

* Accurately document all crisis escalations and participant safety concerns.

* Participate in post-incident reviews and debriefings as required.
Data Quality and Compliance
* Adhere to CATI interviewing standards, quality assurance procedures, and survey protocols.

* Maintain accuracy in data collection and disposition coding.

* Protect Personally Identifiable Information (PII) and Protected Health Information (PHI).

* Complete training for and comply with HIPAA, human subjects protections requirements, information security policies, and VA privacy standards.

* Participate in quality monitoring, coaching, and retraining activities as necessary.
Qualifications
* High school diploma or equivalent required.

* Minimum one year of CATI survey interviewing, survey research, healthcare call center, telephone behavioral health service, telephone crisis support, or telephone customer service experience.

* Experience conducting telephone interviews involving sensitive or personal topics.

* Experience adhering to standardized scripts and research protocols.

* Strong verbal communication and active listening skills.

* Ability to establish rapport…