Triage Consultant

Chenega Corporation•UNAVAILABLE, Texas

4d•Remote

About The Position

The Triage Consultant provides participant intake, needs assessment, information, and referral services for the Military OneSource contact center, the primary entry point for participants seeking program services. The role assesses participant needs, determines eligibility and service scope under program guidelines, and arranges referrals or warm hand-offs to appropriate internal and external providers. It delivers timely, accurate, program-approved information and supports efficient access to services while maintaining a professional, participant-focused experience. The work is consultative and follows established triage protocols, program policies, and performance requirements. Triage Consultants do not conduct clinical assessments, diagnose, or provide treatment, and do not engage in solicitation. They document interactions and case information in the Prime-designated system of record and help ensure continuity during service transitions.

Requirements

Master’s degree from an accredited graduate program in a mental health-related field, such as social work, psychology, marriage/family therapy, or counseling.
Successfully pass background and drug screening.
Strong customer service and communication skills appropriate for a contact center environment.
Knowledge and understanding of military life, including the unique needs of service members and their families.
Ability to assess participant needs and determine appropriate service pathways.
Familiarity with contact center operations, including call handling, documentation, and performance expectations.
Ability to pass a DoD Tier 1 suitability investigation within 30 days of hire.
Sufficient fine motor skills to use computers and a calculator, and ability to withstand repetitive keyboarding for extended periods.
Visual, auditory, and communication abilities sufficient to perform the essential functions of the job.
Ability to occasionally kneel, bend, and twist at the waist.
Ability to regularly push, pull, carry, and lift objects weighing up to 25 pounds, and to handle more on an occasional basis.
Ability to travel by plane and safely operate a motor vehicle.

Responsibilities

Provide Military OneSource contact center operations supporting participant intake, needs assessment, information delivery, and referrals.
Assess participant needs through consultative interactions and determine eligibility and appropriate scope of services based on program guidelines.
Provide accurate, current, and program-approved information to participants.
Route participants to Non-Medical Counseling providers, specialty consultants, SECO services, and other authorized Military OneSource resources.
Conduct an initial needs assessment using a structured question-and-answer process to determine whether a participant’s situation is appropriate for Non-Medical Counseling or requires another referral.
Facilitate referrals or warm hand-offs to Non-Medical Counseling providers when needs are within the scope of those services.
Refer participants to clinical or emergency services when their needs exceed the scope of Non-Medical Counseling.
Assist participants in accessing services through TRICARE, Military Treatment Facilities, the Department of Veterans Affairs, or other community-based resources, as applicable.
Identify and provide alternative resource options for Guard and Reserve participants who may not have access to TRICARE or other healthcare coverage.
Document participant interactions and case information in the Prime-designated system of record in accordance with program requirements.
Support continuity of the participant experience by minimizing delays and avoiding repetition of participant information during service transitions.
Perform work in accordance with established triage protocols, program policies, and performance requirements.
Perform other duties as assigned.