Call Center Licensed Triage Consultant II

Leidos

1d•$52,000 - $94,000•Remote

About The Position

Leidos Health and Services Sector currently has an opening for a Call Center Licensed Triage Consultant II to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. The Call Center Licensed Triage Consultant II serves in a lead role as the senior Triage Consultant. This position supports complex cases and acts as the critical link for incoming and follow-up calls and chats from members and their families. They are responsible for providing assistance, education, information, referral services, and expert consultation on various Employee Assistance Program (EAP) and work-life issues. Candidates must possess strong customer service skills, knowledge of call center operations and maintain the highest degree of confidentiality, sensitivity, compassion, and respect for members and their families.

Requirements

Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.
Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory.
Minimum of one year of related professional experience, preferably within an Employee Assistance Program (EAP) or similar setting.
Demonstrated experience in counseling, social work, or behavioral/mental health services.
Strong crisis assessment, risk identification, and de-escalation skills.
Knowledge of mandated reporting requirements, including child and elder abuse procedures.
Strong customer service skills, knowledge of call center operations, and understanding of military culture and lifestyle.
Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
Strong typing skills and the ability to efficiently navigate multiple systems while providing telephonic support.
U.S. citizenship and fluency in English required.
Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
Ability to maintain and retain suitability investigation and clearance as required.
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Responsibilities

Serve as the senior Triage Consultant, providing leadership support, guidance, and assistance with complex and high-risk cases.
Conduct comprehensive assessments of member needs across Employee Assistance Program (EAP) and work-life domains, including childcare, parenting, eldercare, education, legal, financial, employment, emotional well-being, relationships, communication, health and wellness, and short-term problem resolution.
Respond to high-volume telephonic and chat contacts in a 24/7 call center environment while meeting contractual performance standards.
Assess and manage crisis situations, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions.
Research, coordinate, and provide accurate referrals, resources, and educational materials tailored to members needs.
Perform follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
Document all interactions thoroughly and accurately in electronic documentation systems in compliance with program guidelines.
Support training and mentorship of other Triage Consultants.
Perform additional duties and special projects as assigned based on business needs.