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About the role
Key responsibilities & impact- Respond to high-volume telephonic and chat contacts in a 24/7 Call Center environment while meeting contractual performance standards
- Conduct comprehensive assessments of participant needs across EAP and work-life domains, including childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional well-being, relationships, communication, health and wellness, and short-term problem resolution
- Provide assistance, education, information, referrals, and expert consultation to military members and their families
- Assess and manage crisis situations, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions
- Navigate and coordinate resources to resolve participant concerns and ensure seamless service delivery
- Perform follow-up contacts and complete mandated reporting in accordance with legal and program requirements
- Document all member interactions accurately in electronic case management systems in compliance with program guidelines
- Research and provide appropriate referrals and supplemental resource materials tailored to participant needs
- Perform additional duties and special projects as assigned based on business needs
Requirements
What you’ll need- Master’s degree from an accredited graduate program in a behavioral health-related field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling
- 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 mental health services
- Knowledge of mandated reporting procedures, including child and elder abuse requirements
- Strong customer service skills and demonstrated knowledge of call center operations
- Knowledge and understanding of military lifestyle and culture
- Strong typing skills and proficiency in electronic documentation and web-based research
- Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as electronic documentation systems
- Ability to effectively 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 security clearance is required
- Proficient in navigating electronic systems, computer programs, and virtual service platforms
- Separate, quiet, private, confidential workspace required
- Reliable high-speed internet hard wired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable
Benefits
Comp & perks- Shift differential paid for 3rd shift and weekends
- Remote work inside the United States
- 24/7 shift availability with no rotation required for listed shifts