Mental Health Hotline Specialist

Dunhill Professional Search & Government Solutions; Arlington (VA); On-site; USD 65,000 - 92,000; Full time

Job summary

A leading recruitment firm in Arlington, Virginia is seeking a Technical Recruiter to provide assistance and consultation on Non-Medical Counseling and Employee Assistance Programs for military personnel and their families. Candidates should hold a Master's degree in social work or a related field and have relevant counseling experience, ideally within military communities. The salary range is $65,000 to $92,000 annually. This full-time role emphasizes customer service and crisis intervention skills.

Qualifications

• 1-8 years of relevant post-graduate work experience in counseling, social work, and mental health services.
• Prior experience working with military and/or Veterans populations preferred.

Responsibilities

• Assess the needs of the caller to ensure first-call resolution.
• Educate participants on program offerings and promote services.
• Conduct comprehensive professional assessments for core services.
• Identify high-risk cases and respond accordingly.
• De-escalate callers and resolve complex concerns.
• Document all cases in the Case Management System.
• Perform follow-up and reporting as assigned.
• Demonstrate outstanding customer service.

Skills

Crisis intervention

Empathic listening

Excellent customer service

Education

Master's degree in social work and Family Therapy, Counseling, or other human services field

Job description

Technical Recruiter @ Dunhill Professional Search & Government Solutions | Talent Acquisition & Management

Provides 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. Demonstrates expertise in handling and managing high-risk calls with professionalism and in accordance with established protocols. Maintains the highest degree of sensitivity, compassion, and respect for Service members and their families.

Responsibilities

• Assesses the needs of the caller to ensure first-call resolution of all presented needs.
• Educates participants on specialty program offerings, promotes services, and demonstrates knowledge of military culture.
• Conducts comprehensive professional assessments of users' needs for core NMC/EAP and work/life services, which can include but are not limited to, non‑medical counseling, health and wellness, and other specialty and add‑on services.
• Identifies high‑risk cases and responds as indicated in accordance with established protocols.
• Deescalates callers, navigates resources, resolves complex concerns, and assesses and takes action in crisis situations.
• Ensures all calls are handled according to contractual service standards and documents all cases in the Case Management System (CMS).
• Performs call follow‑up and reporting as assigned.
• Demonstrates outstanding customer service.
• Demonstrates understanding of military culture and addresses Service members by their rank, thanks Service members and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions.
• Works with team to complete all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained.

Minimum Qualifications

• Master's degree in social work and Family Therapy, Counseling, or other human services field.
• 1–8 years of relevant post‑graduate work experience in counseling, social work, and mental health services. Prior experience working with military and/or Veterans populations preferred. Military spouse or family member experience in a military community highly desirable.

Base Pay Range

$65,000.00/yr – $92,000.00/yr

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Consulting and Other

Industries

IT Services and IT Consulting