Call Center Triage Consultant I

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle a high volume of telephone and chat inquiries in a 24/7 Call Center environment while adhering to contractual performance benchmarks.

• Perform thorough assessments of participant requirements across EAP and work-life areas, including childcare, parenting, eldercare, education, legal matters, financial assistance, employment support, emotional health, relationships, communication, wellness, and short-term problem resolution.

• Offer guidance, education, information, referrals, and expert consultation to military personnel and their families.

• Evaluate and manage crisis situations, identify high-risk cases, effectively de-escalate issues, and implement suitable referrals and interventions.

• Coordinate and navigate resources to address participant concerns and ensure smooth service delivery.

• Conduct follow-up communications and fulfill mandated reporting in line with legal and program stipulations.

• Accurately document all member interactions in electronic case management systems, complying with program guidelines.

• Research and offer appropriate referrals and additional resource materials customized to participant needs.

• Undertake additional tasks and special projects as assigned based on organizational requirements.

• Keep the camera on during the interview; the interviewer may take a picture for identification purposes if an offer is made.

⛳️ Requirements

• Master's degree from an accredited graduate program in a behavioral health-related discipline such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.

• At least one year of relevant professional experience, ideally within an Employee Assistance Program (EAP) or a similar environment.

• Proven experience in counseling, social work, or mental health services.

• Familiarity with mandated reporting procedures, encompassing child and elder abuse obligations.

• Strong customer service abilities and demonstrated knowledge of call center operations.

• Understanding of military lifestyle and culture.

• Excellent typing skills and proficiency in electronic documentation and web-based research.

• Competence in Microsoft Office applications including Word, Outlook, and Excel, as well as electronic documentation systems.

• Capability to efficiently navigate multiple systems while providing telephonic support.

• U.S. citizenship and fluency in English are mandatory.

• Ability to successfully pass criminal history, fingerprint background checks, and credential verification is required.

• Must maintain and retain suitability investigation and security clearance.

• Skilled in navigating electronic systems, computer programs, and virtual service platforms.

• A separate, quiet, private, and confidential workspace is essential.

• Must have reliable high-speed internet hardwired to the home via coax or fiber from the ISP; mobile-device hotspots/tethering and wireless ISPs are not acceptable.

🏝️ Benefits

• Shift differential compensation for 3rd shift and weekends.

• Remote work opportunities available within the United States.

• Options for 24/7 overnight shifts without required rotation.