Triage Consultant

Responsibilities

• Provide Military OneSource contact center operations to support participant intake, needs assessment, information delivery, and referral services.
• Assess participant needs through consultative interaction, determine eligibility and scope of services, and facilitate appropriate referrals or warm hand-offs to internal and external service providers.
• Routing participants to Non-Medical Counseling providers, specialty consultants, SECO services, and other authorized Military OneSource resources.
• Perform in accordance with established triage protocols, program policies, and performance requirements to deliver consistent, accurate, and timely support to participants.
• Interact professionally and participant-focusedly to ensure efficient access to appropriate services without unnecessary delay or repetition of participant information.
• Conduct an initial needs assessment through a structured question-and-answer process to determine whether the participant’s situation is appropriate for Non-Medical Counseling or requires referral to other services.
• Facilitate referral or warm hand-off to Non-Medical Counseling providers when the participant’s needs are within scope of NMC services.
• Provide appropriate referrals to clinical or emergency services when the participant’s needs exceed the scope of Non-Medical Counseling.
• Aid participants in accessing services through TRICARE, Military Treatment Facilities (MTFs), the Department of Veterans Affairs (VA), or other community-based resources, as applicable.
• Identify and provide alternative resource options for Guard and Reserve participants who may not have access to TRICARE or other healthcare coverage.
• Perform other duties as assigned.

Qualifications

• Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
• Possess 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.
• 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.

Physical Demands

• Regularly required to sit and talk or hear.
• Occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision.