Customer Service and Support Technician 1

ASM Research

About The Position

Provides assistance, services, resources, referrals, and consultation onvarious Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families. Demonstrates expertise in handling and managing high-risk calls with professionalism and in accordance with established protocols. Maintains the highest degree of sensitivity, compassion, and respect for Service members and their families.

Requirements

Master's degree in social work and Family Therapy, Counseling, or other human services field
8 – 15 years of relevant post-graduate work experience in counseling, social work, and mental health services.
Strong MS Office skills (Word, Excel, PowerPoint) and ability to type 50 wpm

Nice To Haves

State Licensure to practice independently (LCSW, LPC, LMFT) preferred
Prior experience working with military and/or Veterans populations preferred.
Military spouse or family member experience in a military community highly desirable

Responsibilities

Assesses the needs of the caller to ensure first-call resolution of all presented needs.
Educates participants on specialty program offerings, promote services, and demonstrate knowledge of military culture.
Conducts comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services, which can include but are not limited to, non-medical counseling, health and wellness, and other specialty and add-on services.
Identifies high-risk cases and responds as indicated in accordance with established protocols.
Deescalates callers, navigates resources, resolves complex concerns, and assesses and takes action in crisis situations.
Ensures all calls are handled according to contractual service standards and document all cases in the Case Management System (CMS).
Performs call follow-up and reporting as assigned.
Demonstrates outstanding customer service.
Demonstrates exceptional understanding of military culture and addresses Service members by their rank, thanks Service members and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions.
Follows established protocols and completes all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained.
Acts as a clinical Point of Contact (POC) for the supervisors when indicated by business needs and acts as mentor for new and less experienced Triage Consultants