Temporary Contact Center Triage Consultant

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

📋 Description

• Manage a high volume of telephonic and chat communications in a 24/7 call center environment while adhering to contractual performance benchmarks.

• Conduct thorough evaluations of participant needs across EAP and work-life sectors, including childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional health, relationships, communication, wellness, and short-term problem resolution.

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

• Evaluate and handle crisis situations, identify high-risk cases, effectively de-escalate, and initiate suitable referrals and interventions.

• Navigate and coordinate resources to address participant issues and provide seamless service delivery.

• Execute follow-up communications and complete required reporting in line with legal and program specifications.

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

• Research and supply appropriate referrals and additional resource materials tailored to participant needs.

• Undertake additional responsibilities and special projects as assigned based on business requirements.

⛳️ Requirements

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

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

• Minimum of three years of relevant professional experience, ideally within an Employee Assistance Program (EAP) or a comparable setting.

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

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

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

• Excellent customer service skills and knowledge of call center operations.

• Understanding of military culture and lifestyle.

• Proficient in Microsoft Office applications (Word, Outlook, Excel), online research, and electronic documentation systems.

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

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

• Must successfully pass criminal history and fingerprint background checks and credential verification.

• Separate, quiet, private, and confidential workspace is necessary.

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

• Capability to obtain a Public Trust Clearance.

🏝️ Benefits

• Shift differential compensation for 3rd shift and weekends.

• No benefits (as explicitly stated for this temporary role).