TEMPORARY Contact Center Triage Consultants

Leidos

2d • Remote

About The Position

Leidos Health and Services Sector is hiring temporary Contact Center Triage Consultants to work remotely within the United States, contingent upon shift availability. The Military OneSource program provides 24/7 support services to military members, their families, and eligible civilians worldwide, offering information, resources, education, referrals, and counseling. The Contact Center Triage Consultant I 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, call center knowledge, and a high degree of confidentiality, sensitivity, compassion, and respect.

This temporary W-2 position pays $45 per hour and offers no benefits. It is remote within the United States, but requires a separate, quiet, private, confidential workspace and reliable high-speed internet hardwired to the home via coax or fiber; mobile hotspots, tethering, and wireless ISPs are not acceptable. Available shifts, with no rotation required, include Saturday–Wednesday, 12:30 PM–9:00 PM or 3:30 PM–12:00 AM. A preferred shift is not guaranteed. Shift differential is paid for third shift and weekends.

Candidates must be U.S. citizens, fluent in English, and able to obtain a Public Trust Clearance. The hiring process requires criminal history and fingerprint background checks and credential verification. During the interview, candidates must keep their camera on; the interviewer will take an identification photo if an offer is extended.

Requirements

• Master’s degree from an accredited institution in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field.
• 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 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, and 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 and reliable high-speed internet hardwired to the home via coax or fiber; mobile hotspots, 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 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 resolve 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: Mid Level