Call Center Triage Consultant I - DC

Call Center Triage Consultant I Leidos Health and Services Sector is currently hiring a Call Center Triage Consultant I to work on site in Washington, D.C. This role serves as the critical link for incoming and follow‑up calls and chats from Military OneSource members and their families, providing assistance, education, information, referral services and expert consultation on various Employee Assistance Program (EAP) and work‑life issues. Shift Availability (No rotation required) Mon‑Fri 8:00 a.m. – 4:30 p.m. Mon‑Fri 9:00 a.m. – 5:30 p.m. Job Responsibilities Respond to high‑volume telephonic and chat contacts in a 24/7 call‑center environment while meeting contractual performance standards. Conduct comprehensive assessments of participant needs across Employee Assistance Program (EAP) and work‑life domains, including childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional well‑being, relationships, communication, health and wellness, and short‑term problem resolution. Provide assistance, education, information, referrals, and expert consultation to military members and their families. Assess and manage crisis situations, identify high‑risk cases, de‑escalate effectively, and initiate appropriate referrals and interventions. Navigate and coordinate resources to resolve participant concerns and ensure seamless service delivery. Perform follow‑up contacts and complete mandated reporting in accordance with legal and program requirements. Document all member interactions accurately in electronic case‑management systems in compliance with program guidelines. Research and provide appropriate referrals and supplemental resource materials tailored to participant needs. Perform additional duties and special projects as assigned based on business needs. Basic Qualifications Master’s degree from an accredited graduate program in a behavioral health‑related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling. Minimum of one year of related professional experience, preferably within an Employee Assistance Program (EAP) or similar setting. Demonstrated experience in counseling, social work, or mental health services. Knowledge of mandated reporting procedures, including child and elder abuse requirements. Strong customer service skills and demonstrated knowledge of call‑center operations. Knowledge and understanding of military lifestyle and culture. Strong typing skills and proficiency in electronic documentation and web‑based research. Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as electronic documentation systems. Ability to effectively navigate multiple systems while providing telephonic support. U.S. citizenship and fluency in English required. Ability to successfully pass criminal history, fingerprint background checks, and credential verification required. Ability to maintain and retain suitability investigation and clearance as required. Proficient in navigating electronic systems, computer programs, and virtual service platforms. This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high‑speed internet hard‑wired to your home (coax or fiber). Using a hotspot from a mobile device (tethering) or wireless ISP is not acceptable. Pay and Benefits Pay Range: $52,000.00 – $94,000.00. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave, and Retirement plans. More details are available at the company website. Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. #J-18808-Ljbffr Leidos Inc