Triage Consultant

Chenega Corporation•San Antonio, TX

10d•$36•Remote

About The Position

The Military OneSource contact center serves as the primary entry point for participant engagement across all program services. Triage Consultants play a critical role in assessing participant needs, determining eligibility and scope of services, and facilitating appropriate referrals or warm hand-offs to internal and external service providers. As the first point of contact, Triage Consultants ensure timely, accurate, and consistent delivery of information and access to resources, while maintaining a high standard of customer service and operational efficiency.

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.
Possess 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.

Responsibilities

Provide Military OneSource contact center operations to support participant intake, needs assessment, information delivery, and referral services.
Assess participant needs through consultative interaction, determine eligibility and scope of services, and facilitate appropriate referrals or warm hand-offs to internal and external service providers.
Route participants to Non-Medical Counseling providers, specialty consultants, SECO services, and other authorized Military OneSource resources.
Perform in accordance with established triage protocols, program policies, and performance requirements to deliver consistent, accurate, and timely support to participants.
Conduct participant intake and assess needs through consultative interaction.
Determine eligibility and appropriate scope of services based on program guidelines.
Provide accurate, current, and program-approved information to participants.
Facilitate referrals and warm hand-offs to Military OneSource services, including Non-Medical Counseling, specialty consultants, SECO services, and other authorized resources.
Document participant interactions and case information in the Prime-designated system of record in accordance with program requirements.
Ensure continuity of participant experience by minimizing delays and avoiding repetition of participant information during service transitions.
Conduct an initial needs assessment through a structured question-and-answer process to determine whether the participant’s situation is appropriate for Non-Medical Counseling or requires referral to other services.
Facilitate referral or warm hand-off to Non-Medical Counseling providers when the participant’s needs are within scope of NMC services.
Provide appropriate referrals to clinical or emergency services when the participant’s needs exceed the scope of Non-Medical Counseling.
Assist participants in accessing services through TRICARE, Military Treatment Facilities (MTFs), the Department of Veterans Affairs (VA), 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.