Remote Overnight Triage Counselor – Military Support

Leidos; United States; Remote; USD 52,000 - 94,000; Full time

Job summary

Leidos Health and Services Sector is hiring overnight Contact Center Triage Consultants to work remotely within the United States. This role supports Military OneSource, providing information, referrals and crisis assessments to service members and families.

You will respond to high-volume calls and chats, assess needs across EAP and work-life areas, document interactions, and coordinate referrals, with mandatory 3rd shift schedule details and camera-on during interviews.

Qualifications

• Master’s degree in a behavioral health field such as Social Work, Psychology, or Counseling.
• At least one year of crisis response experience, preferably within an EAP.
• Experience in counseling or mental health services; knowledge of mandated reporting.
• U.S. citizenship and fluency in English required.

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, including childcare, 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.

Skills

Customer service

Call center operations

Crisis management

English fluency

Military culture knowledge

Education

Master’s degree in behavioral health

Tools

Microsoft Office

Electronic documentation systems

Web research

Job description

Leidos Health and Services Sector is hiring overnight Contact Center Triage Consultants to work remotely within the United States. This role supports Military OneSource, providing information, referrals and crisis assessments to service members and families.

You will respond to high-volume calls and chats, assess needs across EAP and work-life areas, document interactions, and coordinate referrals, with mandatory 3rd shift schedule details and camera-on during interviews.