Providing assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families.
Handling and managing high-risk calls with professionalism and in accordance with established protocols.
Maintain the highest degree of sensitivity, compassion, and respect for service members and their families.
Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services.
Meet requirements for and act as a mentor to new and less experienced triage consultants.
Ensure all calls are handled according to contractual service standards.
Act as a clinical Point of Contact (POC) for the supervisors when indicated by business needs.
Educate participants on specialty program offerings, promote services, and demonstrate knowledge of military culture.
Assess the needs of the caller to ensure first-call resolution of all presented needs.
Demonstrate outstanding customer service. De-escalate callers, navigate resources, resolve complex concerns, and assess and take action in crisis situations.
Identify high-risk cases and respond as indicated under the direction of the supervisor and in accordance with established protocols.
Perform call follow-up and reporting as assigned.
Document all cases in the Case Management System (CMS).

Master’s degree in Social Work, Marriage and Family Therapy, Counseling, or other human services fields required
Minimum 1-year related post-graduate work experience
Contact/call center experience preferred due to high call volume.
Must be a U.S. Citizen
This position requires the ability to obtain and maintain a federal Public Trust background investigation, which includes criminal history, employment, education, and credit checks.
Experience in counseling, social work, and mental health services.
Behavioral health experience preferred
Knowledge of mandated procedures for child or elder abuse situations
Familiarity in core service areas of child development, parenting, adoption, education, and service for older adults
Military spouse or family member experience in a military community is highly desirable
Ability to type 50 wpm
Strong MS Office skills (Word, Excel, PowerPoint)
Comply with all HIPAA Compliance regulations.

Medical, Dental, Vision, and Life Insurance
Paid time off
Paid holidays
401K eligibility
Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
Overtime incentive pay is provided for this role when the client requests assistance at specific intervals.

Triage Consultant

About this role