Call Center Licensed Triage Consultant II

R-00180875

Description

Leidos Health and Services Sector currently has an opening for a Call Center Licensed Triage Consultant II to work remotely . This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system.

The Call Center Licensed Triage Consultant II serves in a lead role as the senior Triage Consultant. This position supports complex cases and acts as the critical link for incoming and follow-up calls and chats from members and their families.

They are responsible for providing assistance, education, information, referral services, and expert consultation on various Employee Assistance Program (EAP) and work-life issues.

Candidates must possess strong customer service skills, knowledge of call center operations and maintain the highest degree of confidentiality, sensitivity, compassion, and respect for members and their families.

Job Responsibilities

• Serve as the senior Triage Consultant, providing leadership support, guidance, and assistance with complex and high-risk cases.
  
• Conduct comprehensive assessments of member needs across Employee Assistance Program (EAP) and work-life domains, including childcare, parenting, eldercare, education, legal, financial, employment, emotional well-being, relationships, communication, health and wellness, and short-term problem resolution.
  
• Respond to high-volume telephonic and chat contacts in a 24/7 call center environment while meeting contractual performance standards.
  
• Assess and manage crisis situations, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions.
  
• Research, coordinate, and provide accurate referrals, resources, and educational materials tailored to members needs.
  
• Perform follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
  
• Document all interactions thoroughly and accurately in electronic documentation systems in compliance with program guidelines.
  
• Support training and mentorship of other Triage Consultants.
  
• Perform additional duties and special projects as assigned based on business needs.
  

Available Shifts (No rotation required) *Shift differential paid for 3rd shift and weekends

• Mon-Fri - 12:00a - 8:30a
  
• Mon-Fri - 6:00a - 2:30p
  
• Mon-Fri 10:00a - 6:30p
  
• Mon-Fri - 12:00p - 8:30p
  
• Mon-Fri - 3:30p - 12:00a
  
• Sat-Wed - 12:00a - 8:30a
  
• Sat-Wed - 8:30a - 5:00p
  
• Sat-Wed - 3:30p - 12:00a
  
• Sat, Sun, Mon, Thu, Fri - 08:00a - 4:30p
  

Basic Qualifications

• Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.
  
• Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory.
  
• Minimum of one year of related professional experience, preferably within an Employee Assistance Program (EAP) or similar setting.
  
• Demonstrated experience in counseling, social work, or behavioral/mental health services.
  
• Strong crisis assessment, risk identification, and de-escalation skills.
  
• Knowledge of mandated reporting requirements, including child and elder abuse procedures.
  
• Strong customer service skills, knowledge of call center operations, and understanding of military culture and lifestyle.
  
• Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
  
• Strong typing skills and the ability to efficiently navigate multiple systems while providing telephonic support.
  
• U.S. citizenship and fluency in English required.
  
• Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
  
• Ability to maintain and retain suitability investigation and clearance as required.  
  
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.
  
• This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.
  

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
Original Posting: April 17, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range: Pay Range $52,000.00 - $94,000.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com .

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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