Temporary Contact Center Triage Consultant

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

📋 Description

• Address high-volume telephonic and chat communications in a 24/7 call center setting while adhering to contractual performance benchmarks.

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

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

• Evaluate and manage crisis scenarios, pinpoint high-risk cases, effectively de-escalate situations, and initiate suitable referrals and interventions.

• Navigate and coordinate resources to address participant issues and guarantee uninterrupted service delivery.

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

• Accurately document member interactions in electronic case management systems, ensuring compliance with program guidelines.

• Research and present suitable referrals and supplementary resource materials customized to participant needs.

• Undertake additional responsibilities and special projects as assigned according to business requirements.

⛳️ Requirements

• Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.

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

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

• Strong skills in crisis assessment, risk identification, and de-escalation.

• Knowledge of mandated reporting requirements, including procedures for child and elder abuse.

• Excellent customer service skills along with familiarity with call center operations.

• Understanding of military culture and lifestyle.

• Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.

• Strong typing abilities and capacity to efficiently navigate multiple systems while providing telephonic support.

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

• Capability to successfully pass criminal history, fingerprint background checks, and credential verification is mandatory.

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

• Reliable high-speed internet hardwired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable.

• Ability to obtain a Public Trust Clearance.

🏝️ Benefits

• Shift differential compensation for 3rd shift and weekends.

• Temporary position with no benefits.