Contact Center Triage Consultants
About The Position
Goldbelt Glacier is accelerating healthcare delivery and providing superior force health readiness across the military, federal, and civilian landscapes. Goldbelt Glacier is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas. Summary: The Contact Center Triage Consultant serves as the first point of contact for participants accessing Military OneSource services. This role answers inbound calls and live chats, identifies participant needs, provides accurate information, and ensures appropriate warm hand-offs or referrals. The consultant operates in strict compliance with privacy, confidentiality, and mandated reporting requirements while demonstrating cultural competence and an understanding of military life.
Requirements
- Strong customer service skills and experience in a contact center or similar fast-paced environment
- Knowledge of contact center operations and call/chat handling best practices
- Knowledge and understanding of military life, culture, and the unique challenges faced by service members and their families
- Strong computer skills. Ability to navigate multiple systems at once
- Knowledge and skills working Microsoft Teams
- Must possess a Master’s degree from an accredited graduate program in a mental health–related field, such as: Social Work Psychology Marriage and Family Therapy Counseling
- Consultants without a Master’s degree must possess, at a minimum, a Bachelor’s degree and be actively working toward a Master’s degree or have equivalent experience in areas consistent with the responsibilities of the role
- Ability to pass NACI and/or CNACI or higher clearance
- Ability to pass employment background check
Nice To Haves
- Prior experience supporting military, veteran, or government-sponsored programs
- Experience providing triage, intake, or referral services in a behavioral health or human services setting
- Familiarity with crisis intervention principles and mandated reporting requirements
- Strong skillset with computers, Microsoft Teams, ability to navigate multiple systems at once.
Responsibilities
- Answer inbound telephone calls and live chats from participants seeking assistance and information
- Navigate multiple wed-based systems at once
- Identify, assess, and clarify participant inquiries or concerns in a timely and professional manner
- Provide accurate information, appropriate referrals, and warm hand-offs to internal or external resources
- Deliver the Government-approved Privacy Act Statement (PAS) and/or Privacy Advisory to participants requesting and/or determined to be in need of non-medical counseling
- Inform participants that information shared will be kept confidential, except where disclosure is required to meet explicitly defined obligations or to prevent harm to self or others
- Recognize and appropriately respond to situations involving suicidal thoughts or intent, self-harm, violence, or sexual assault
- Comply with all mandated reporting requirements, including domestic abuse, child abuse or neglect, abuse of a vulnerable adult, and any present or future illegal activity
- Document interactions accurately and in accordance with contact center procedures and system requirements
- Maintain knowledge of Military OneSource programs, services, and resources
Benefits
- As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
11-50 employees
