Call Center Triage Consultant I

Leidos

3d • $52,000 - $94,000 • Remote

About The Position

Leidos Health and Services Sector is hiring a Call Center Triage Consultant I to work remotely within the United States, contingent upon shift availability. The position supports the Military OneSource program, which provides 24/7 information, resources, education, referrals, and counseling for military service members, their families, and eligible civilians worldwide.

The consultant serves as a key point of contact for incoming and follow-up calls and chats, providing assistance, education, information, referrals, and expert consultation on Employee Assistance Program (EAP) and work-life issues. The role requires strong customer service, knowledge of call center operations, and the ability to treat members and families with confidentiality, sensitivity, compassion, and respect.

The position operates in a 24/7 call center. Possible shifts, with no rotation required, are Tuesday–Saturday or Sunday–Thursday, 12:30 p.m.–9:00 p.m., or Tuesday–Saturday, 3:30 p.m.–12:00 a.m. Preferred shifts are not guaranteed. A shift differential is paid for third shift and weekends.

The remote worker must have a separate, quiet, private, confidential workspace and reliable high-speed internet hardwired to the home via coax or fiber from the ISP. Mobile-device tethering and wireless ISPs are not acceptable. During the interview, candidates must keep their camera on; the interviewer will take a picture for identification purposes if an offer is extended. The listed salary is $74,870. The stated pay range is $52,000–$94,000; compensation may vary based on factors including responsibilities, education, experience, skills, internal equity, and market data.

Requirements

• Master’s degree from an accredited graduate program in a behavioral health-related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.
• At least one year of related professional experience.
• Demonstrated experience in counseling, social work, or mental health services.
• Knowledge of mandated reporting procedures, including child and elder abuse requirements.
• Strong customer service skills and knowledge of call center operations.
• Knowledge and understanding of military lifestyle and culture.
• Strong typing skills and proficiency in electronic documentation and web-based research.
• Proficiency with Microsoft Office applications, including Word, Outlook, and Excel, and with electronic documentation systems.
• Ability to navigate multiple systems while providing telephonic support.
• U.S. citizenship and fluency in English.
• Ability to pass criminal history and fingerprint background checks and credential verification.
• Ability to maintain and retain suitability investigation and security clearance.
• Proficiency navigating electronic systems, computer programs, and virtual service platforms.
• Ability to work from a separate, quiet, private, confidential space.
• Access to reliable high-speed internet hardwired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISPs are not acceptable.

Nice To Haves

• Experience in an Employee Assistance Program (EAP) or similar setting.

Responsibilities

• Respond to high-volume calls and chats in a 24/7 call center while meeting contractual performance standards.
• Assess participant needs across EAP and work-life areas, including childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional well-being, relationships, communication, health and wellness, and short-term problem resolution.
• Provide military members and their families with assistance, education, information, referrals, and expert consultation.
• Assess and manage crises, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions.
• Navigate and coordinate resources to address participant concerns and ensure seamless service delivery.
• Conduct follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
• Accurately document member interactions in electronic case management systems in compliance with program guidelines.
• Research and provide appropriate referrals and supplemental resource materials tailored to participant needs.
• Perform additional duties and special projects as assigned based on business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level