similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide.
The Military One Source program serves as a " one source" for resource and information encompassing a comprehensive support system. The Triage Consultant is the critical link for incoming and follow up calls/chats from military members and their families to the Military One Source call center. Triage Consultants are responsible for providing direct assistance, education, information,
referral services and expert consultation on various Employee Assistance Program and work/life issues to support our Military One Source contract. Candidates shall possess strong customer service skills, knowledge of call center operations, and knowledge and understanding of military life as well as maintain the highest degree of confidentiality, sensitivity, compassion, and respect for service members and their families.
The Military One Source job postings are in anticipation of future work. Primary Responsibilities This is a telephonic role where consultants support a high volume, 24/7 call center requiring consultants to answer telephonic and chat messages to meet contract performance
requirements. Conducts comprehensive backssments of program participant needs for core EAP and work/life services, such as childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional well-being, relationships and communication, short-term problem resolution, health and wellness, and other specialty services.
Navigates resources, resolves complex concerns, backsses, and acts in crisis situations. Ability to identify high risk cases, deescalate with professionalism and makes referrals as appropriate. Documents cases according to program guidelines Performs follow up calls and mandated reporting, as necessary. Research and provide referrals and additional materials.
Performs other duties and special project, as requested, based on business needs. Basic Qualifications Must have a Master's degree from an accredited graduate program in a behavioral health related field such as social work, psychology, marriage/family therapy, or counseling. Must possess strong customer service skills, knowledge of call center operations, and knowledge and understanding of military life. Must be U. S. citizens and must speak fluent English. Diverse experience in counseling, social work, or mental health services A minimum of one year of related experience, preferably in an Employee Assistance Program setting Knowledge of mandated procedures for child and elder abuse situations Strong typing and electronic documentation/research skills Proven proficiency in: Microsoft based tools including word, outlook, excel; Web based research; Electronic Documentation Systems Ability to navigate multiple systems while connected telephonically with program participants.
Pass a criminal history and fingerprint background checks, and credential review/verification. Preferred Qualifications Military spouse or military affiliation/experience in military community is highly desirable.
Pay Range: Pay Range $46,800.00 - $84,600.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
