Increasing the Resiliency in Marines and Their Families With Highly Trained Peer Coaches
Supporting Marines and their families as they deal with the everyday stress and the high operational tempo of Marine life
MARINE AND FAMILY PROGRAMS DIVISION, HEADQUARTERS MARINE CORPS
The Challenge
To sustain an anonymous, 24/7 peer-to-peer help line, providing non-medical counseling services to Marines, attached Sailors and family members who avoid other forms of support.
The Impact
The Bowen Group provided support by way of 7,050 interactions (calls, chats and follow-up calls and emails) with Marines and their family members.
The Outcome
Team Bowen’s efforts ensured cohesive project management, seamless call center operations, and consistent support for Marines and their families dealing with everyday stress and military life’s high operational tempo.
Assuming operation of the Marine Corps DSTRESS Line in 2016, The Bowen Group made the transition while retaining the call center solution and technology without losing a single hour of productivity. Team Bowen delivered improved, consistent communication with the government regarding program operations, and refined hotline reporting to provide more relevant and easier to read information. Team Bowen’s efforts ensured cohesive project management, seamless call center operations, and consistent support for Marines and their families dealing with the everyday stress and the high operational tempo of Marine life.
Peer coaches, who help callers improve total fitness and develop the necessary skills to cope with the varied and unique challenges of life in the Marine Corps, staffed the DSTRESS Line. By sustaining the Marine Corps with a continuation of the product they had come to value, Team Bowen was able to meet the support needs of the DSTRESS callers while strengthening the DSTRESS line and its staff.