Triage Consultant

Chenega Corporation•UNAVAILABLE, Texas

11h•Remote

About The Position

The Triage Consultant supports the Military OneSource contact center, the primary entry point for participant engagement across program services. This is a 100% remote telework role focused on participant intake, needs assessment, delivery of program-approved information, and referrals. The consultant assesses participant needs and eligibility, determines the appropriate scope of services, and facilitates referrals or warm hand-offs to internal and external providers while providing professional, timely, consistent, participant-focused service. The role uses a structured question-and-answer process to determine whether a participant’s situation is appropriate for Non-Medical Counseling or whether other services are needed. Triage Consultants do not provide clinical assessments, diagnoses, or treatment and do not engage in solicitation. They document interactions in the Prime-designated system of record and help maintain continuity of service by minimizing delays and avoiding unnecessary repetition of participant information.

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 a computer and calculator and withstand repetitive keyboarding for extended periods.
Visual, auditory, and communication abilities sufficient to perform the essential functions of the job.
Ability to kneel, bend, and twist at the waist occasionally.
Ability to push, pull, carry, and lift objects weighing up to 25 pounds regularly and 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 referral services.
Assess participant needs through consultative interaction and determine eligibility and 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 Non-Medical Counseling is appropriate or another service is needed.
Facilitate referrals or warm hand-offs to Non-Medical Counseling providers when participant 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 applicable community-based resources.
Identify 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.
Follow established triage protocols, program policies, and performance requirements to provide consistent, accurate, and timely support.
Maintain continuity of the participant experience by minimizing delays and avoiding repetition of information during service transitions.
Perform other duties as assigned.