Temporary Contact Center Triage Consultant

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $35 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• 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 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 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

🎯 Requirements

• Bachelor’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution • Enrolled and actively engaged in coursework toward a Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution • Minimum of three years of related professional experience, preferably within an Employee Assistance Program (EAP) or similar setting • Demonstrated experience in counseling, social work, or behavioral/mental health services • Strong crisis assessment, risk identification, and de-escalation skills • Knowledge of mandated reporting requirements, including child and elder abuse procedures • Strong customer service skills and knowledge of call center operations • Understanding of military culture and lifestyle • Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems • Strong typing skills and ability to efficiently navigate multiple systems while providing telephonic support • U.S. citizenship and fluency in English required • Ability to successfully pass criminal history and fingerprint background checks and credential verification • Separate, quiet, private, confidential workspace • Reliable high-speed internet hardwired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable • Ability to obtain a Public Trust Clearance

🏖️ Benefits

• Shift differential paid for 3rd shift and weekends • No benefits (explicitly stated for this temporary role)

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