TEMPORARY Contact Center Triage Consultants

Leidos Health and Services Sector is seeking TEMPORARY Contact Center Triage Consultants to work remotely in the United States.

The Military OneSource Program provides 24/7 support services for military members and their families, offering information, resources, education, referrals, and counseling to around 4.7 million participants worldwide.

As a Contact Center Triage Consultant, you will serve as a critical link for incoming and follow-up calls and chats from members and their families, providing assistance, education, information, referral services, and expert consultation on various Employee Assistance Program (EAP) and work-life issues.

Job Responsibilities

• Respond to high-volume telephonic and chat contacts in a 24/7 Call Center environment while meeting contractual performance standards.
• Conduct comprehensive assessments of participant needs across Employee Assistance Program (EAP) and work-life domains.
• Provide assistance, education, information, referrals, and expert consultation to military members and their families.
• Assess and manage crisis situations, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions.
• Navigate and coordinate resources to resolve participant concerns and ensure seamless service delivery.
• Perform follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
• Document all member interactions accurately in electronic case management systems in compliance with program guidelines.
• Research and provide appropriate referrals and supplemental resource materials tailored to participant needs.
• Perform additional duties and special projects as assigned based on business needs.

Possible Available Shifts

• Saturday – Wednesday 12:30PM – 9PM
• Saturday – Wednesday 3:30PM – 12AM

Basic Qualifications

• Master's degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.
• Minimum of one year of related professional experience, preferably within an Employee Assistance Program (EAP) or similar setting.
• Demonstrated experience in counseling, social work, or behavioral/mental health services.
• Strong crisis assessment, risk identification, and de-escalation skills.
• Knowledge of mandated reporting requirements, including child and elder abuse procedures.
• Strong customer service skills and knowledge of call center operations, and understanding of military culture and lifestyle.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
• Strong typing skills and the ability to efficiently navigate multiple systems while providing telephonic support.
• U.S. citizenship and fluency in English required.

Benefits

• $45/hr W-2
• Shift differential paid for 3rd shift and weekends

This position is a temporary role with no benefits.