TEMPORARY Contact Center Triage Consultants

Role overview Provide phone and chat support to military members, their families, and other eligible participants seeking help with employee assistance and work-life concerns. You’ll assess needs, offer information and referrals, and respond to urgent situations in a high-volume contact center. This is a temporary, remote position within the United States, subject to shift availability and background and credential checks.

Responsibilities - Handle incoming and follow-up calls and chats in a 24/7 contact center while meeting service standards. - Assess needs across areas such as emotional well-being, relationships, caregiving, education, legal or financial concerns, employment, and health. - Provide information, education, consultation, referrals, and relevant resource materials tailored to each participant. - Identify high-risk situations, de-escalate crises, and arrange appropriate referrals or interventions. - Coordinate resources, conduct follow-up, and complete required reports and accurate case notes. - Protect participant confidentiality and follow program and legal requirements.

Requirements - Master’s degree in social work, psychology, counseling, marriage and family therapy, or a related behavioral health field. - At least one year of related professional experience; experience in an employee assistance or similar setting is preferred. - Background in behavioral health, counseling, or social work, with strong crisis assessment, risk identification, and de-escalation skills. - Knowledge of mandated reporting, including child and elder abuse procedures; familiarity with military culture and lifestyle. - U.S. citizenship, English fluency, strong customer service skills, and familiarity with contact center work. - Ability to use Office applications, web research, and electronic case systems while typing and navigating multiple tools; must pass required checks.

Benefits and work setup - Remote work requires a private, quiet workspace and reliable wired high-speed internet; mobile hotspots and wireless internet service are not accepted. - Possible fixed schedules include Saturday–Wednesday, 12:30 p.m.–9 p.m. or 3:30 p.m.–midnight. Preferred shifts are not guaranteed; differentials apply to third shifts and weekends. - Temporary W-2 role at $45 per hour; no benefits are offered.