Call Center Triage Consultant - DC

Leidos•Washington DC, DC

5d•Hybrid

About The Position

Leidos Health and Services Sector is seeking a Call Center Triage Consultant to work on site in Washington, D.C. This role supports the Military OneSource mission, which provides 24/7 support services to military members and their families, akin to a commercial Employee Assistance Program (EAP). The program offers a wide range of information, resources, education, referrals, and counseling to approximately 4.7 million participants globally. The Call Center Triage Consultant I acts as a crucial point of contact for incoming calls and chats from members and their families within the DC Call Center. This position involves providing assistance, education, information, referral services, and expert consultation on various EAP and work-life issues. Successful candidates will possess strong customer service skills, knowledge of call center operations, and maintain a high level of confidentiality, sensitivity, compassion, and respect.

Requirements

Bachelor’s degree from an accredited University AND current enrollment in a Master’s level enrollment in an accredited graduate program in a behavioral health-related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.
Minimum of one year of related professional experience, preferably in a suicide prevention role or within an Employee Assistance Program (EAP).
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 demonstrated 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, as well as electronic documentation systems.
Ability to effectively 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

Respond to high-volume telephonic and chat contacts in a 24/7 Call Center environment while meeting contractual performance standards.
Conduct comprehensive assessments of participant needs across Employee Assistance Program (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 crisis situations, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions.
Navigate and coordinate resources to resolve participant concerns and ensure seamless service delivery.
Perform follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
Document all member interactions accurately 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.