Call Center Triage Consultant - DC

Leidos Inc; Washington (District of Columbia); Hybrid; USD 46,000 - 82,000; Full time

Benefits offered by this job

Competitive compensation

Health and Wellness programs

Income Protection

Paid Leave

Retirement

Job summary

Leidos Health and Services Sector is seeking a Call Center Triage Consultant I to work on site in Washington, D.C., with hybrid onsite/remote scheduling. The role processes incoming calls/chats, provides education, referrals, and expert consultation for Military OneSource participants, and manages crisis situations with confidentiality and care.

Requirements include a bachelor’s degree and current enrollment in a master’s program in a behavioral health field, plus strong customer service and

Qualifications

• Bachelor's degree; currently enrolled in a Master's program in a behavioral health field.
• 1 year of related professional experience; EAP or suicide prevention preferred.
• Experience in counseling, social work, or mental health services.
• Knowledge of mandated reporting procedures.
• Strong customer service and knowledge of call center operations.
• Knowledge of military lifestyle and culture.
• Proficiency in MS Office and electronic documentation.
• U.S. citizenship and English fluency required.
• Ability to pass background checks and maintain clearance.
• Quiet private workspace with reliable home internet.

Responsibilities

• Respond to high-volume calls and chats in a 24/7 call center.
• Assess participant needs across EAP and work-life domains.
• Provide assistance, referrals, and expert consultation to service members and families.
• Assess and manage crisis situations and initiate referrals.
• Document interactions in electronic case management systems.
• Perform follow-ups and mandated reporting as required.
• Research and provide referrals and supplemental materials.
• Perform additional duties as assigned.

Skills

Customer service

Call center operations

Military lifestyle knowledge

English fluency

Confidentiality

Microsoft Office

Education

Bachelor's degree

Master's degree enrollment

Tools

Electronic documentation systems

Job description

Description

Leidos Health and Services Sector currently has an opening for a Call Center Triage Consultant to work on site in Washington, D.C, contingent on shift availability.

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.

Hybrid onsite and remote - days onsite will vary dependent upon customer tour schedule but will be roughly 3 days onsite and 2 days remote.

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

• Bachelor's degree from an accredited University AND current enrollment in a Master's level enrollment in 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 in a suicide prevention role or within an Employee Assistance Program (EAP) .
• 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 you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Pay Range

Pay Range $45,500.00 - $82,250.00

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.