Call Center Triage Consultant I

Leidos

2d•$52,000 - $94,000•Remote

About The Position

Leidos Health and Services Sector is hiring overnight Call Center Triage Consultants 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 to military members, their families, and eligible civilians worldwide. The Call Center Triage Consultant I is a key point of contact for incoming and follow-up calls and chats. The role provides assistance, education, information, referrals, and consultation on Employee Assistance Program (EAP) and work-life issues. Consultants respond to high-volume contacts, assess participant needs, handle crisis situations, coordinate resources, conduct follow-ups, and document interactions in electronic case management systems. Candidates must provide service with confidentiality, sensitivity, compassion, and respect. The role is remote and requires a separate, quiet, private, confidential workspace and reliable high-speed wired home internet through coax or fiber. Mobile hotspots, tethering, and wireless internet service are not acceptable. Available shifts are overnight, with no rotation required; shift preference is not guaranteed. A shift differential is paid for third shift and weekends.

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; experience in an Employee Assistance Program (EAP) or similar setting is preferred.
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 in Microsoft Office applications, including Word, Outlook, and Excel, and in electronic documentation systems.
Ability to navigate multiple systems while providing telephone 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 a suitability investigation and security clearance.
Proficiency in navigating electronic systems, computer programs, and virtual service platforms.
A separate, quiet, private, confidential workspace and reliable high-speed internet wired to the home through coax or fiber; mobile hotspots, tethering, and wireless ISP service are not acceptable.

Nice To Haves

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

Responsibilities

Respond to high-volume telephone and chat contacts in a 24/7 call center while meeting contractual performance standards.
Assess participant needs across EAP and work-life domains, including childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional well-being, relationships, communication, health and wellness, and short-term problem resolution.
Provide assistance, education, information, referrals, and expert consultation to military members and their families.
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.