Temporary Contact Center Triage Consultant

Leidos

. Respond to high-volume telephonic and chat contacts in a 24/7 call center environment while meeting contractual performance standards .

Posted 11/9/2026part-timeRemote • United StatesMid-LevelSenior💰 $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in crisis assessment, risk identification, and de-escalation within a call center environment, while providing comprehensive support and resources to military members and their families. Proficient in electronic documentation and case management, ensuring compliance with legal and program requirements.

Highest-signal resume keywords

Bachelor's Degree In Social WorkCrisis Assessment SkillsEmployee Assistance Program ExperienceKnowledge Of Mandated Reporting RequirementsProficiency In Microsoft Office Applications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CounselingBehavioral Health ServicesRisk IdentificationDe-Escalation TechniquesTelephonic SupportElectronic DocumentationWeb-Based ResearchTyping SkillsCase ManagementFollow-Up Contacts

Soft Skills

Customer Service SkillsCommunication SkillsProblem Resolution

Tools & Technologies

Electronic Case Management SystemsMicrosoft WordMicrosoft OutlookMicrosoft Excel

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

Employee Assistance ProgramMilitary CultureChild And Elder Abuse ProceduresBehavioral Health FieldMental Health Services

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 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

Bachelor’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution
Enrolled and actively engaged in coursework toward a Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution
Minimum of three years 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 and knowledge of call center operations
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 ability to efficiently navigate multiple systems while providing telephonic support
U.S. citizenship and fluency in English required
Ability to successfully pass criminal history and fingerprint background checks and credential verification
Separate, quiet, private, confidential workspace
Reliable high-speed internet hardwired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable
Ability to obtain a Public Trust Clearance

Benefits

Comp & perks

Shift differential paid for 3rd shift and weekends
No benefits (explicitly stated for this temporary role)