Crisis Hotline Triage Consultant JR

Military OneSource ProgramSupporting Those Who ServeThis fully remote role offers the opportunity to make a meaningful difference in the lives of U.S. military Service members and their families. As part of the Military OneSource Program, you’ll provide compassionate, professional, and timely support around non-medical counseling, work/life challenges, and critical resources—helping families navigate some of life’s most complex moments.Provide assistance, referrals, consultation, and resources related to Non-Medical Counseling (NMC), Employee Assistance Programs (EAP), and work/life issuesConduct comprehensive needs assessments to support first-call resolution whenever possibleEducate callers on available programs and specialty services while promoting appropriate resourcesConfidently identify and manage high-risk or crisis situations, following established protocolsDe-escalate complex or emotionally charged calls with professionalism, empathy, and sound judgmentNavigate systems and resources to resolve multifaceted concerns efficientlyMaintain detailed and accurate documentation in the Case Management System (CMS)Complete assigned call follow-ups, reporting, and quality assurance tasksDeliver exceptional customer service while maintaining sensitivity, compassion, and respectDemonstrate strong understanding of military culture, including addressing Service members by rank and acknowledging their serviceCollaborate with your team to complete all required compliance, certification, and annual training requirements (ECA, Cyber Awareness, PII, etc.)What We’re Looking ForRequired QualificationsBACHELORS OR MASTERS degree in Social Work, Family Therapy, Counseling, or a related human services field1-2 years of relevant post-graduate experience in counseling, social work, or mental health servicesU.S. Citizenship (required)Ability to obtain a Tier 2 Suitability Public Trust clearanceShifts Available (Availability might change):MTuSaSu 11:30am-10:30pm4x10 MTuFSa 11:30am-10:30pmTuWThFSa 3pm-11:30pm4x10 WThFSa 1pm-12:00am4x10WThFSa 11:39am-10:30pm4x10 MThFSa 11:30am-10:30pmTuWThFSa 10am-6:30pm