Contact Center Triage Consultant - SME

Overview

Provides 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 expertise in handling and managing 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.

Responsibilities

Assesses the needs of the caller to ensure first-call resolution of all presented needs.

Educates participants on specialty program offerings, promote services, and demonstrate 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 document all cases in the Case Management System (CMS).

Performs call follow-up and reporting as assigned.

Demonstrates outstanding customer service.

Demonstrates exceptional 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.

Follows established protocols and completes 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.

Acts as a clinical Point of Contact (POC) for the supervisors when indicated by business needs and acts as mentor for new and less experienced Triage Consultants.

Minimum Qualifications

Master's degree in social work and Family Therapy, Counseling, or other human services field

State Licensure to practice independently (LCSW, LPC, LMFT) preferred

8 – 15 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

Other Job Specific Skills

Must be a U.S. Citizen

Advanced knowledge 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

Strong MS Office skills (Word, Excel, PowerPoint) and ability to type 50 wpm

Superb organization and time management skills

Comply with all HIPAA regulations

Ability to obtain a Public Trust clearance

Compensation

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO and Legal Compliance

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$76,200 - $91,000

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