Contact Center Triage Consultant I

Leidos

3d•$52,000 - $94,000•Remote

About The Position

Leidos Health and Services Sector is hiring overnight Contact Center Triage Consultants 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 service members, their families, and eligible civilians worldwide. The Contact Center Triage Consultant I is a key point of contact for incoming and follow-up calls and chats. The consultant assesses participant needs and provides assistance, education, information, referrals, and expert consultation on Employee Assistance Program (EAP) and work-life issues. The role includes crisis assessment and intervention, resource coordination, follow-up, mandated reporting, and accurate documentation in electronic case management systems. The position is remote, but requires a separate, quiet, private, confidential workspace and reliable high-speed internet hard-wired to the home via coax or fiber. Mobile-device tethering and wireless internet service are not acceptable. Available shifts are overnight, with no rotation required; preferred shifts are not guaranteed. Shift differentials are 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 crisis response experience; experience in an 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 with Microsoft Office applications, including Word, Outlook, and Excel, and with 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 suitability investigation and security clearance.
Proficiency navigating electronic systems, computer programs, and virtual service platforms.
A separate, quiet, private, confidential workspace at home and reliable high-speed internet hard-wired to the home via coax or fiber; mobile-device tethering and wireless ISP service are not acceptable.

Nice To Haves

Crisis response 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 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 crises, 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.
Conduct follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
Document member interactions accurately in electronic case management systems in accordance 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.