Position: Contact Center Triage Consultant – Junior
About: Responsible for providing 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 an ability to effectively handle and manage 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. 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.
Requirements: Master’s degree in Social Work and Family Therapy, Counseling, or other human services field; state licensure to practice independently (LCSW, LPC, LMFT) preferred; 1-2 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; must be a U.S. citizen; knowledgeable of mandated procedures for child and elder abuse situations; familiar with core services areas of child development, parenting, adoption, education, and service for older adults; exceptional written and verbal communication skills; MS Office skills (Word, Excel, PowerPoint) and ability to type 50 wpm; excellent organization and time management skills; comply with all HIPAA regulations; ability to obtain a Public Trust clearance
Benefits: health insurance, 401(k) plan, flexible work schedule, employee discount on food and beverages
