Call Center Triage Consultant I

Leidos Health and Services Sector currently has an opening for a Call Center Triage Consultant I to work remotely. 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. 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) *Shift differential paid for 3rd shift and weekends

• Mon-Fri - 12:00a - 8:30a

• Mon-Fri - 6:00a - 2:30p

• Mon-Fri - 8:00a - 4:30p

• Mon-Fri - 9:00a - 5:30p

• Mon-Fri - 10:00a - 6:30p

• Mon-Fri - 12:00p - 8:30p

• Mon-Fri - 3:30p - 12:00a

• Sat-Wed - 8:30a - 5:00p

• Sat-Wed - 12:00p - 8:30p

• Sat-Wed - 3:30p - 12:00a

• Sat, Sun, Mon, Thu, Fri - 08:00a - 4:30p

Basic Qualifications

• 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 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