Call Center Licensed Triage Consultant II - DC

Description Leidos Health and Services Group currently has an opening for a Call Center Licensed Triage Consultant II to work on site in Washington, D.C. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. The Call Center Licensed Triage Consultant II supports complex cases and acts as the critical link for incoming and follow‑up calls and chats from members and their families at our DC Call Center. This role is responsible for providing assistance, education, information, referral services, and expert consultation on various Employee Assistance Program (EAP) and work‑life issues. Candidates must possess strong customer service skills, knowledge of call center operations, and maintain the highest degree of confidentiality, sensitivity, compassion, and respect for members and their families. Job Responsibilities Serve as the senior Triage Consultant, providing leadership support and guidance on complex and high‑risk cases. 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. Assess and manage crisis situations, identify high‑risk cases, de‑escalate effectively, and initiate appropriate referrals and interventions. Provide assistance, education, information, referrals, and expert consultation to members and their families. Support training and mentorship of other Triage Consultants and assist in evaluating complex cases. Navigate and coordinate resources to resolve member concerns and ensure seamless service delivery. Perform follow‑up contacts and complete mandated reporting in accordance with legal and program requirements. Document all participant interactions accurately in electronic case management systems in compliance with program guidelines. Research and provide appropriate referrals and supplemental resource materials tailored to member needs. Perform additional duties and special projects as assigned based on business needs. Available Shifts (No rotation required) Mon‑Fri 8:00 a – 4:30 p Mon‑Fri 9:00 a – 5:30 p 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. Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory. 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. Strong 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 from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable. 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant laws. Leidos is an equal opportunity employer/disability/vet. #J-18808-Ljbffr