Call Center Triage Consultant I

FailSafe Communications; Reston (VA); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Leidos Health and Services Sector is seeking a Call Center Triage Consultant I to work remotely within the United States. The role supports the Military OneSource program, delivering information, referrals, and counseling to service members and families across EAP and work‑life domains.

The position emphasizes crisis assessment, confidentiality, and coordination across systems. Requires a Master’s in behavioral health and 1+ year of relevant experience; citizenship is required.

Qualifications

• Master’s degree in a behavioral health field is required.
• Minimum of one year of related professional experience, preferably within an EAP or similar setting.
• Demonstrated experience in counseling, social work, or mental health services.
• Knowledge of mandated reporting procedures and related requirements.
• Strong customer service and call center operations knowledge.
• Understanding of military lifestyle and culture.
• Strong typing and documentation skills.
• Proficiency with Microsoft Office and electronic documentation systems.
• Ability to navigate multiple systems while providing telephonic support.
• U.S. citizenship are required.

Responsibilities

• Respond to high-volume calls and chats in a 24/7 Call Center environment.
• Conduct comprehensive assessments across EAP and work-life domains.
• Provide guidance, information, referrals, and expert consultation to members and families.
• Assess and manage crisis situations and high-risk cases.
• Coordinate resources to resolve participant concerns and ensure service delivery.
• Perform follow-up contacts and mandated reporting as required.
• Document all interactions accurately in electronic case management systems.
• Research and provide referrals and supplemental materials.

Skills

Customer service

Call center operations

Confidentiality

Military lifestyle knowledge

Typing skills

Microsoft Office proficiency

Electronic documentation

Multitasking

Communication skills

Problem solving

Education

Master’s degree in behavioral health

Tools

Case management software

Web-based research tools

Job description

Leidos Health and Services Sector currently has an opening for a Call Center Triage Consultant I, contingent upon shift availability, to work remotely inside the United States.

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.

Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

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.

Possible Available Shifts (No rotation required)

*Shift differential paid for 3rd shift and weekends

No guarantee of preferred shift

Tue- Sat 12:30-9:00PM

Sun-Thurs 12:30-9:00PM

Tue- Sat 3:30- 12:00AM

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