Junior Triage Consultant for Contact Center

Overview

Join our dedicated team as a Junior Triage Consultant, where you will play a vital role in supporting military service members and their families. You will provide essential services, resources, referrals, and expert consultations on various Non-Medical Counseling (NMC) and Employee Assistance Programs (EAP). Your professionalism and sensitivity are key in managing high-risk calls and ensuring the well-being of our clients.

Responsibilities

Identify and assess the needs of callers to achieve first-call resolution for their concerns.

Educate participants on available programs, promoting our services while demonstrating an understanding of military culture.

Conduct thorough and professional assessments of user needs related to core NMC / EAP and work / life services.

Recognize and manage high-risk cases in accordance with established protocols.

Utilize de-escalation techniques to navigate resources, resolve complex issues, and take action in crisis situations.

Ensure compliance with service standards for all calls, meticulously documenting cases in the Case Management System (CMS).

Carry out follow-up and reporting tasks as needed.

Exemplify exceptional customer service in all interactions.

Show an understanding of military hierarchy, addressing service members by rank and expressing gratitude for their service while employing empathic listening skills.

Collaborate with the team to meet annual compliance requirements, including training and certification renewals for CMS access.

Minimum Qualifications

Master's degree in social work, family therapy, counseling, or a related human services field.

State Licensure (LCSW, LPC, LMFT) preferred for independent practice.

1-2 years of relevant post-graduate experience in counseling or mental health services, with a preference for those familiar with military or veteran populations.

Other Job Specific Skills

Must be a U.S. Citizen.

Knowledgeable about child and elder abuse mandatory reporting procedures.

Familiarity with services for child development, parenting, education, and senior care.

Excellent written and verbal communication abilities.

Proficient in MS Office applications and able to type at least 50 words per minute.

Strong organizational and time management skills.

Adhere to all HIPAA regulations.

Capability to secure a Public Trust clearance.

Compensation

$51,700 - $65,000

EEO Requirements

We ensure that all personnel decisions are made without regard to race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation, or national origin.

Physical Requirements

The role may entail light office duties with some reasonable accommodations for individuals with qualifying disabilities.

Disclaimer

This job description provides a general overview of the role. It is not an exhaustive inventory of all duties and responsibilities for this position.