CATI Interviewer, Veterans Health Studies

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 Servicemembers (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.

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 while maintaining objectivity.
• Excellent attention to detail and data entry accuracy.
• Ability to handle emotionally challenging conversations professionally.
• Strong organizational and follow-up skills.
• Ability to work independently in a remote or call-center environment.
• Basic computer proficiency and ability to learn CATI software systems.
• Located in the greater Tampa Bay Florida area

Preferred Qualifications

• Associate’s or Bachelor’s degree in psychology, social work, public health, sociology, healthcare, or a related field.
• U.S. military veteran, former employee of the Department of War, or immediate family member of a veteran.
• Experience interviewing Veterans or military-affiliated populations.
• Experience supporting VA research or quality improvement studies.
• Experience with mental health, PTSD, suicide prevention, healthcare experience, or patient-reported outcomes research.
• Bilingual English/Spanish proficiency.
• Experience conducting longitudinal or follow-up survey interviews.
• Previous experience using Voxco, Forsta, Blaise, Qualtrics, or similar CATI survey platforms.

Home Office Requirements

• Must have a private, quiet work location where conversations cannot be overheard or interrupted by family members, roommates, visitors, or other unauthorized individuals.
• Must have a dedicated workspace suitable for handling sensitive Veteran health information and confidential research data.
• Workspace must remain free from excessive background noise, distractions, pets, television, music, or other interruptions during scheduled work hours.

Internet and Connectivity Requirements

• Must maintain reliable high-speed internet service capable of supporting CATI operations, web-based applications, and voice communications.
• Internet service must be available throughout scheduled shifts with minimal interruptions.
• Candidate is responsible for all costs associated with home internet service.
• Candidate must have a backup plan for temporary internet outages whenever possible.

Hours of Work

• This position will work 6-hour shifts a minimum of 3 days a week Monday to Saturday between 10AM and 9PM. 
• Split shifts may be available, meaning the daily hours may be broken into two different periods of 3 hours each day separated by least a two-hour break. More hours may be available from time to time.
• Must be available for real-time monitoring and coaching during active interviewer shifts.

About Vistra:  Vistra Communications, doing business as Vistra and Vistra Federal Solutions, is a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Tampa, FL with an office in Alexandria, VA providing professional support serviced to Defense, Federal, and Civilian Agencies.  Approximately 25% of our “team member” employees work in the National Capital Region, providing communications, outreach, and organizational transformation services to our public sector customers.  Vistra provides medical, dental, and vision benefits, life and disability insurance, employer matching 401(k) retirement plan, Paid Time Off, Parental and Bereavement Leave, and Professional Development, among other benefits. 

US Citizenship Required: Due to the requirements of the federal contract that this position supports, U.S. citizenship is required. Citizenship will be confirmed via I-9/E-Verify at the start of employment.