Triage Consultant

The Triage Consultant I (TC I) is responsible for providing assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families. The TC I demonstrates an ability to effectively handle and manage high-risk calls with professionalism and in accordance with established protocols. TC I will maintain the highest degree of sensitivity, compassion, and respect for service members and their families to ensure that ValueOptions Federal Services remains free of any political bias and will ensure consistency of service regardless of installation, location, or any other factor. Operating Hours: 10 AM - 11 PM EST Sun-Sat, Various Shifts Available However, we have the following schedules available: Mon, Wed-Sat 2:30pm - 11:00pm EST Tue-Sat 10am - 6:30pm EST Mon-Fri 10am - 6:30pm EST Wed-Fri, Sun 2pm - 10:30pm EST Preferred Locations: NC, CO, VA, TX, AL, MS, GA, WI, LA, TN, AZ

Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services, which can include but are not limited to, non-medical counseling, health and wellness, and other specialty and add-on services. Meet requirements for and act as a mentor to new and less experienced triage consultants. Ensure all calls are handled according to contractual service standards. Act as a clinical Point of Contact (POC) for the supervisors when indicated by business needs. Educate participants on specialty program offerings, promote services, and demonstrate knowledge of military culture. Assess the needs of the caller to ensure first-call resolution of all presented needs. Demonstrate outstanding customer service. Deescalate callers, navigate resources, resolve complex concerns, and assess and take action in crisis situations. Identify high-risk cases and respond as indicated under the direction of the supervisor and in accordance with established protocols. Perform call follow-up and reporting as assigned. Document all cases in the Case Management System (CMS). Demonstrate better than average understanding of military culture and address service members by their rank, thank service member and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions. Follow established protocols and complete all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained.