Call Center Triage Consultant I DC

Leidos Health and Services Sector currently has an opening for a Call Center Triage Consultant I to work on site in Washington D.C. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information resources education referrals and counseling to about 4.7 million participants which includes military service members their families and eligible civilians at locations worldwide. The Military OneSource program serves as a one source for resource and information encompassing a comprehensive support system.

The Call Center Triage Consultant I serves as the critical link for incoming and follow-up calls and chats from members and their families located in our DC Call Center. This role is responsible for providing assistance education information referral services and expert consultation on various Employee Assistance Program (EAP) and work-life issues.

Candidates must possess strong customer service skills knowledge of call center operations and maintain the highest degree of confidentiality sensitivity compassion and respect for members and their families.

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 including childcare parenting eldercare education legal financial employment assistance emotional well-being relationships communication health and wellness and short-term problem resolution.

• 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.

Available Shifts (No rotation required)

• Mon-Fri - 8:00a - 4:30p

• Mon-Fri - 9:00a - 5:30p

Basic Qualifications

• Masters degree from 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 within an Employee Assistance Program (EAP) or similar setting.

• 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.

• This position requires a separate quiet private confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.