TEMPORARY Contact Center Triage Consultants

Leidos

2d • Remote

About The Position

Leidos Health and Services Sector is hiring temporary Contact Center Triage Consultant I staff to work remotely within the United States, contingent upon shift availability. The role 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 consultant is a key 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 position requires strong customer service, call center knowledge, and a high degree of confidentiality, sensitivity, compassion, and respect. Candidates must be U.S. citizens and able to obtain a Public Trust Clearance. The work requires a separate, quiet, private, confidential home workspace and reliable high-speed wired internet; mobile-device tethering and wireless ISPs are not acceptable. This temporary role pays $35 per hour on a W-2 basis and offers no benefits. During the interview, candidates must keep their camera on; the interviewer will take an identification photo if an offer is extended.

Requirements

• Bachelor’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.
• Enrolled and actively engaged in coursework toward a master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.
• At least three years of related professional experience, preferably in an 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 with Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
• Strong typing skills and ability to efficiently 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 obtain a Public Trust Clearance.
• A separate, quiet, private, confidential workspace at home.
• Reliable high-speed internet hard wired from the ISP to the home via coax or fiber; 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 telephone and chat contacts 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 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 address participant concerns and support 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

• Career Level: Entry Level