[Hiring] Triage Consultant @Chenega Corporation

Role Description

The Military OneSource contact center serves as the primary entry point for participant engagement across all program services. Triage Consultants play a critical role in assessing participant needs, determining eligibility and scope of services, and facilitating appropriate referrals or warm hand-offs to internal and external service providers. As the first point of contact, Triage Consultants ensure timely, accurate, and consistent delivery of information and access to resources, while maintaining a high standard of customer service and operational efficiency.

• Provide Military OneSource contact center operations to support participant intake, needs assessment, information delivery, and referral services.
• Assess participant needs through consultative interaction, determine eligibility and scope of services, and facilitate appropriate referrals or warm hand-offs to internal and external service providers.
• Route participants to Non-Medical Counseling providers, specialty consultants, SECO services, and other authorized Military OneSource resources.
• Perform in accordance with established triage protocols, program policies, and performance requirements to deliver consistent, accurate, and timely support to participants.
• Conduct participant intake and assess needs through consultative interaction.
• Determine eligibility and appropriate scope of services based on program guidelines.
• Provide accurate, current, and program-approved information to participants.
• Facilitate referrals and warm hand-offs to Military OneSource services, including Non-Medical Counseling, specialty consultants, SECO services, and other authorized resources.
• Document participant interactions and case information in the Prime-designated system of record in accordance with program requirements.
• Ensure continuity of participant experience by minimizing delays and avoiding repetition of participant information during service transitions.
• Conduct an initial needs assessment through a structured question-and-answer process to determine whether the participant’s situation is appropriate for Non-Medical Counseling or requires referral to other services.
• Facilitate referral or warm hand-off to Non-Medical Counseling providers when the participant’s needs are within scope of NMC services.
• Provide appropriate referrals to clinical or emergency services when the participant’s needs exceed the scope of Non-Medical Counseling.
• Assist participants in accessing services through TRICARE, Military Treatment Facilities (MTFs), the Department of Veterans Affairs (VA), or other community-based resources, as applicable.
• Identify and provide alternative resource options for Guard and Reserve participants who may not have access to TRICARE or other healthcare coverage.
• Other duties as assigned.

Qualifications

• Master’s degree from an accredited graduate program in a mental health related field such as social work, psychology, marriage/family therapy, or counseling.
• Successfully pass background and drug screening.

Requirements

• Experience in crisis or suicide hotline operations and call taking.
• Ability to multi-task in a fast-paced call center environment.
• Prior experience with military, their families, and military needs.
• Ability to assess needs and referrals efficiently based on callers' needs.
• Ability to troubleshoot basic IT issues independently.

Knowledge, Skills and Abilities

• Possess strong customer service and communication skills appropriate for a call center environment.
• Knowledge and understanding of military life, including the unique needs of service members and their families.
• Ability to assess participant needs and determine appropriate service pathways.
• Familiarity with call center operations, including call handling, documentation, and performance expectations.
• Ability to pass a DoD Tier 2 suitability investigation within 30 days of hire.

Physical Demands

• Sufficient fine motor skill for use of computers, calculator with an ability to withstand repetitive keyboarding for extended periods of time.
• Visual, auditory and communication abilities sufficient to perform the essential functions of the job.
• Ability to kneel, bend and twist at the waist on an occasional basis.
• Ability to push, pull, carry and lift objects weighing up to 25 pounds on a regular basis and more on an occasional basis.
• Ability to travel by plane and safely operate a motor vehicle.

Teleworking Details

• 100% Remote.

Estimated Salary/Wage

• Up to USD $36.00/Hr.