Telephone Liaison

PRINCIPLE CHOICE SOLUTIONS Telephone Liaison POSITION PURPOSE The Telephone Liaison serves as a professional point of contact between the federal customer, stakeholders, and the general public. This position supports inbound and outbound telephone communications that go beyond basic switchboard routing, including verifying caller identity, capturing case-specific inquiries, providing approved program information, coordinating with government program staff, and documenting interactions in the appropriate case management or CRM system. The Telephone Liaison is responsible for ensuring accurate, timely, courteous, and compliant handling of sensitive but unclassified communications, including communications that may involve personally identifiable information or other sensitive customer data. ORGANIZATION This position reports to the assigned Supervisor or Team Lead. The Telephone Liaison supports federal contract operations and serves as a communication bridge between callers, program staff, government personnel, subject-matter experts, and specialized units as appropriate. ESSENTIAL FUNCTIONS Answer inbound calls using approved greeting, tone, and script standards. Verify caller identity in accordance with agency Personally Identifiable Information (PII)-handling protocols before releasing case-specific or sensitive information. Identify the nature and priority of each call, including informational calls, case-specific inquiries, complaints, escalations, or emergency-related matters. Provide accurate program information to callers using approved knowledge-base articles, FAQs, and scripts. Retrieve, review, and interpret case records in the agency’s case management, Customer Relationship Management (CRM), or benefits system within the incumbent’s authorized scope. Document each interaction, including caller identity, inquiry type, resolution, follow-up actions, and next steps, in the agency’s system of record. Coordinate warm transfers and case escalations to governmen