# Call Center Triage Consultant

**Company**: Leidos
**Location**: Washington, DC, DC
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $45,500.00 - $82,250.00
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Washington-DC/Call-Center-Triage-Consultant----DC_R-00190762?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6f79d370-d77

## Description

We are seeking a Call Center Triage Consultant to work on-site in Washington, D.C, supporting the Military OneSource mission.

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

**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.

**Requirements:**

- Bachelor’s degree from an accredited University AND current enrollment in a Master’s level enrollment in an accredited graduate program in a behavioral health-related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.

- Minimum of one year of related professional experience, preferably in a suicide prevention role or within an Employee Assistance Program (EAP).

- Demonstrated experience in counseling, social work, or mental health services.

- Knowledge of mandated reporting procedures, including child and elder abuse requirements.

- Strong customer service skills and demonstrated knowledge of call center operations.

- Knowledge and understanding of military lifestyle and culture.

- Strong typing skills and proficiency in electronic documentation and web-based research.

- Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as electronic documentation systems.

- Ability to effectively navigate multiple systems while providing telephonic support.

- U.S. citizenship and fluency in English required.

- Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.

- Ability to maintain and retain suitability investigation and clearance as required.

- Proficient in navigating electronic systems, computer programs, and virtual service platforms.

**Work Arrangements:**

- Hybrid onsite and remote - days onsite will vary dependent upon customer tour schedule but will be roughly 3 days onsite and 2 days remote.

- First three weeks of training will be onsite 5 days a week and then switch to hybrid onsite/telework.

**Salary:** $79,000 per year

## Skills

### Required
- Microsoft Office
- electronic documentation
- web-based research
- customer service
- call center operations
- counseling
- social work
- mental health services

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Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Washington-DC/Call-Center-Triage-Consultant----DC_R-00190762?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)