Remote Contact Center Triage Consultant (Temp)

Leidos; Reston (VA); Remote; USD 51,000 - 73,000; Full time

Job summary

Leidos Health and Services Sector has an opening for TEMPORARY Contact Center Triage Consultants, contingent upon shift availability, to work remotely inside the United States. US citizenship and ability to obtain a Public Trust Clearance are required.

The role supports the Military OneSource program, handling 24/7 calls and chats, providing information, referrals, and crisis assistance while maintaining confidentiality. This temporary position carries no benefits and pays $45/hr W-2.

Qualifications

• Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.
• 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 behavioral/mental health services.
• Strong crisis assessment, risk identification, and de-escalation skills.
• Knowledge of mandated reporting requirements, including child and elder abuse procedures.
• Strong customer service skills and knowledge of call center operations, and understanding of military culture and lifestyle.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
• Strong typing skills and the ability to efficiently navigate multiple systems while providing telephonic support.
• U.S. citizenship and fluency in English required.
• Separate, quiet private space to work from with reliable high-speed internet connection.

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 EAP and work-life domains.
• 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.

Skills

Crisis assessment

Risk identification

De-escalation

Customer service

Call center operations

Military culture

Typing

MS Office

English fluency

Education

Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or related behavioral health field

Job description

Leidos Health and Services Sector has an opening for TEMPORARY Contact Center Triage Consultants, contingent upon shift availability, to work remotely inside the United States. US citizenship and ability to obtain a Public Trust Clearance are required.

The role supports the Military OneSource program, handling 24/7 calls and chats, providing information, referrals, and crisis assistance while maintaining confidentiality. This temporary position carries no benefits and pays $45/hr W-2.