Service Center Manager, EAP

Socket.dev; Fort Belvoir (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Three Wire Systems is building a team for an anticipated Employee Assistance Program supporting Department of Defense civilian employees worldwide. The role oversees the National Service Center operations, ensuring rapid response, confidential handling of information, and access to translators and TDD equipment.

Senior clinicians provide supervision and coordinate referrals for short-term counseling. The position requires a master's or doctoral degree in clinical mental health, and a state

Qualifications

• Minimum five (5) years post-master's experience in mental health, chemical dependency, or EAP settings.
• Two (2) years of direct clinical supervisory experience.
• Three (3) years of supervised EAP experience.

Responsibilities

• Manage the National Service Center as the gateway to EAP and Work-Life services.
• Ensure 85% of calls are answered within 30 seconds and identify needed services.
• Ensure confidentiality and obtain employee consent on information disclosed.
• Provide access to language translators for 100+ languages and to TDD equipment.
• Ensure qualified counselors are available 24/7 and oversee short-term counseling referrals.

Skills

Mental health clinician

Clinical supervision

EAP service delivery

Education

Master's or doctoral degree in clinical mental health

Current state license or certification

Independent practice allowed

Licensed at local level

Job description

Three Wire Systems is building a team for an anticipated Employee Assistance Program supporting Department of Defense civilian employees worldwide.

This program will help DoD strengthen its workforce by providing:

• Consultation, counseling, and referrals for employees and family members
• Concierge services such as appointment scheduling and personalized searches
• Critical incident support and crisis response
• Training, educational seminars, and promotional materials
• Supervisor and management support for handling complex workplace issues

ESSENTIAL JOB FUNCTIONS

• Manage the National Service Center, which serves as the gateway to Employee Assistance Program and Work-Life services and is accessible through a dedicated toll-free number twenty-four (24) hours a day, seven (7) days a week, 365 days a year.
• Ensure contractor staff answer eighty-five percent (85%) of calls within thirty (30) seconds, establish eligibility for services, and identify the services needed, including referral to a counselor, a Work-Life specialist, or legal and financial experts.
• Ensure the initial call obtains the employee's permission specifying what information can be disclosed and to whom.
• Ensure access to language translators covering more than 100 languages and to dedicated TDD equipment.
• Ensure qualified counselors are available as part of National Service Center operations at all times to interact directly with callers when a counselor is required or requested.
• Oversee referral for up to six (6) sessions of short-term counseling per issue and ensuring initial appointments are made and conducted in a timely manner.
• Ensure employees in international locations are securely referred to an international affiliate.
• Ensure referrals are directed to local area affiliate providers when an On-site Counselor is absent.
• Oversee Drug-Free Workplace referrals managed by the service center.
• Ensure clinical supervision and consultation are available twenty-four (24) hours a day.
• Ensure the agency is notified when the duty to warn is invoked because the stated intended victim is an employee of or connected to the agency.

Position is performed at the contractor's National Service Center. Travel may be required. May be requested to work at Government alternate locations during emergencies and emergency exercises.

Minimum/General Experience

• Must meet or exceed all qualifications for an Onsite Counselor (staff counselor) and must be an experienced mental health clinician and clinical supervisor.
• Minimum five (5) years of post-master's experience in mental health, chemical dependency, or Employee Assistance Program service delivery settings; two (2) years of direct clinical supervisory experience; and three (3) years of supervised Employee Assistance Program experience.

Minimum Education/Certification

• Master's and/or doctoral degree from an accredited college or university, recognized by the corresponding professional association(s), in a clinical mental health field.
• Current state license or state certification to practice as a mental health practitioner (e.g., social worker, clinical psychologist, marriage and family counselor, or professional counselor) in the state where practice takes place. Where state licensure or certification is not available, certification from a recognized national certification organization or board.
• Must be able to practice at the independent level without state-mandated clinical supervision.
• Must be licensed at the local level.

Additional Eligibility Requirements: Key personnel position. Must be 100% dedicated to this contract, and a signed commitment letter is required. Replacement after award requires written approval from the Contracting Officer. Must have, or be covered by, professional liability insurance of at least $1,000,000 per occurrence and $3,000,000 aggregate. Must be able to obtain a Common Access Card, which requires a National Crime Information Center (NCIC) check, a favorable National Agency Check with Inquiries (NACI), and a favorable FBI fingerprint check. Must sign a Non-Disclosure Agreement. No facility clearance is required.

Position is contingent upon contract award.