Remote Contact Center Triage Consultant (Temporary)

Leidos; United States; Remote; USD 40,000 - 57,000; Full time

Job summary

Leidos Health and Services Sector seeks temporary Contact Center Triage Consultants to support Military OneSource, remotely from the United States. The role emphasizes confidential, compassionate customer service, crisis assessment, and expert EAP guidance for military members and families.

Applicants must be US citizens with a background in behavioral health and a willingness to work flexible shifts. This temporary position offers hourly pay and requires a private, stable home workspace.

Qualifications

• Bachelor’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related field and pursuing Masters in a related field.
• Minimum of three years of professional experience, preferably in an 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, with understanding of military culture.
• Proficiency with Microsoft Office and electronic documentation systems.
• U.S. citizenship and fluency in English; ability to pass background checks.
• Requires a private work space and reliable high-speed internet connection.

Responsibilities

• Respond to high-volume telephonic and chat contacts in a 24/7 Call Center environment while meeting performance standards.
• Assess participant needs across EAP and work-life domains (childcare, parenting, eldercare, etc.).
• Provide assistance, education, information, referrals, and expert consultation to military members and families.
• Assess and manage crisis situations, identify high-risk cases, de-escalate, and initiate referrals.
• Navigate resources to resolve participant concerns and ensure seamless service delivery.
• Perform follow-up contacts and mandated reporting per guidelines.
• Document all member interactions in electronic case management systems.
• Research and provide referrals and supplemental resources tailored to participant needs.
• Perform additional duties and special projects as needed.

Skills

Customer service

Call center operations

English fluency

US citizenship

Education

Bachelor’s degree in Social Work / Psychology / Counseling

Tools

Microsoft Office (Word, Outlook, Excel)

Job description

Leidos Health and Services Sector seeks temporary Contact Center Triage Consultants to support Military OneSource, remotely from the United States. The role emphasizes confidential, compassionate customer service, crisis assessment, and expert EAP guidance for military members and families.

Applicants must be US citizens with a background in behavioral health and a willingness to work flexible shifts. This temporary position offers hourly pay and requires a private, stable home workspace.