Call Center Triage Consultant I

About the role

The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This role serves as the critical link for incoming and follow-up calls and chats from members and their families.

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.

Requirements

• Master’s 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 security clearance is required.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.

Qualifications

• 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).

Skills

• 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.

Benefits

• Basic Life Insurance
• Short-Term Disability
• Long-Term Disability
• Health Care Reimbursement Account (HRA)
• Flexible Spending Accounts (FSA)
• Retirement Plans
• Employee Assistance Program (EAP)
• Telemedicine
• Wellness Programs
• Professional Development
• Learning Management System (LMS)

Pay

$74,870.00 - $94,000.00

Schedule

• Shift differential paid for 3rd shift and weekends 8:30a-5:00p - Sa, Su, M, T, W
• 08:00a-4:30p - Sa, Su, M, Th, F
• 12:00p-8:30p - Sa, Su, M, T, W
• 3:30p-12:00a - Sa, Su, M, T, W
• 12:00a-8:30a - Sa, Su, M, T, W
• 08:00a - 4:30p - Sa, Su, M, Th, F