Contact Center Triage Consultant (Social Work) - Junior - Onsite

What is the position

Military OneSource Contact Center Triage Consultants answer calls and live chats, identify the participant’s inquiry or issue, provide a warm hand-off or referral, and / or provide information to participants.

What will I get to do?

Specific responsibilities of this position include but are not limited to :

• Provides Government approved Privacy Act Statement or Advisory for participants requesting or needing non-medical counseling.
• Conducts DoD Survivor Survey with government designated participants and enters results into the DoD Survivor Survey Platform.
• Provides Outbound Contact services to ensure services delivered meet the requirements, needs, and expectations of the participants.
• Offers Interpretation and Translation services in compliance with applicable Federal and DoD regulations, directives, and standards, as needed and / or requested by participants.
• Initiates escalation of contacts indicative of potentially harmful incidents and / or requiring mandated reporting.

What qualifications do I need?

Qualifications required for this position include :

• US Citizen and fluent English speaker
• Must undergo criminal history, fingerprint, and credential review / verification meeting at least the requirements of DODI 1402.05
• Must submit to and successfully pass a DoD-initiated Tier 2 (Low-Risk) Suitability Investigation
• Master’s degree from an accredited graduate program in a mental health related field with 1-4 years of related experience
• Possesses strong customer service skills, knowledge of Contact Center operations, and knowledge and understanding of the military lifestyle.
• Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project).
• Must be willing to work full-time on-site at corporate facility

What additional characteristics will help me thrive?

• Strong interpersonal, written, and verbal communication.
• Ability to meet deadlines while managing an active and diverse caseload.
• Engage with and assist clients, directing them to the appropriate resources.
• Proven knowledge and high level of comfortability operating technology and quickly learning new software programs to perform data entry.
• Ability to embrace change and shift priorities as the business dictates.
• Coachable with a willingness to collaborate with program personnel.
• Appropriate level of internet bandwidth to meet remote upload and download guidelines.
• Dedicate your full attention to your job duties during working hours and adhere to break and attendance schedules.
• Designated quiet, distraction-free, and safe working space with adequate lighting.
• Be responsive and productive and use the equipment and tech support provided by the company.

What We Offer

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that :

Ensure optimal health and productivity of our employees

Support employee retention and attraction

Provide work / life balance to ensure our employees succeed inside and outside of the office

Compensation

$55,892.99 - $83,839.48