The MVHS Group at Leidos currently has an opening for a Triage Consultant (non-licensed) to work in our Washington, D.C. area Call Center. 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 Triage Consultant is the critical link for incoming and follow up calls/chats from military members and their families to the Military OneSource call center. Triage Consultants are responsible for providing direct assistance, education, information, referral services and expert consultation on various Employee Assistance Program and work/life issues to support our Military OneSource contract. Candidates shall possess strong customer service skills, knowledge of call center operations, and knowledge and understanding of military life as well as maintain the highest degree of confidentiality, sensitivity, compassion, and respect for service members and their families.
The Military OneSource job postings are in anticipation of future work.
This is a telephonic role where consultants support a high volume, 24/7 call center requiring consultants to answer telephonic and chat messages to meet contract performance requirements.
Conducts comprehensive assessments of program participant needs for core EAP and work/life services, such as childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional well-being, relationships and communication, short-term problem resolution, health and wellness, and other specialty services.
Navigates resources, resolves complex concerns, assesses, and acts in crisis situations.
Ability to identify high risk cases, deescalate with professionalism and makes referrals as appropriate.
Documents cases according to program guidelines
Performs follow up calls and mandated reporting, as necessary.
Research and provide referrals and additional materials.
Performs other duties and special project, as requested, based on business needs.
Must have a Master’s degree from an accredited graduate program in a behavioral health related field such as social work, psychology, marriage/family therapy, or counseling.
Must possess strong customer service skills, knowledge of call center operations, and knowledge and understanding of military life.
Must be U.S. citizens and must speak fluent English.
Diverse experience in counseling, social work, or mental health services
A minimum of one year of related experience, preferably in an Employee Assistance Program setting
Knowledge of mandated procedures for child and elder abuse situations
Strong typing and electronic documentation/research skills
Proven proficiency in: Microsoft based tools including word, outlook, excel; Web based research; Electronic Documentation Systems
Ability to navigate multiple systems while connected telephonically with program participants.
Pass a criminal history and fingerprint background checks, and credential review/verification.
Military spouse or military affiliation/experience in military community is highly desirable.
Pay Range:Pay Range $46,800.00 - $84,600.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 46,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
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Commitment to Diversity
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.