Service Center Manager – EAP

Three Wire Systems

. Manage the National Service Center, the gateway to Employee Assistance Program and Work-Life services .

Posted 9/23/2026full-timeFort Belvoir • Virginia • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates extensive experience in managing Employee Assistance Programs and providing clinical supervision, ensuring compliance with mental health standards and effective service delivery. Capable of overseeing 24/7 operations while maintaining high standards for client referrals and counselor availability.

Highest-signal resume keywords

Employee Assistance Program ManagementClinical SupervisionMental Health Practitioner LicenseCrisis InterventionReferral Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mental Health Service DeliveryCrisis ManagementCounseling Appointment CoordinationDrug-Free Workplace ComplianceLanguage Translation Access

Soft Skills

LeadershipCommunicationOrganizational Skills

Tools & Technologies

Toll-Free Service ManagementClinical Supervision Tools

Certifications & Qualifications

State Mental Health LicenseProfessional Liability InsuranceNational Certification in Mental Health

Industry Keywords

Employee Assistance ProgramClinical Mental HealthChemical DependencyCrisis InterventionDrug-Free Workplace

About the role

Key responsibilities & impact

Manage the National Service Center, the gateway to Employee Assistance Program and Work-Life services
Oversee a dedicated toll-free service operating 24 hours a day, 7 days a week, 365 days a year
Ensure contractor staff answer 85% of calls within 30 seconds
Ensure eligibility is established and callers are referred to counselors, Work-Life specialists, or legal and financial experts
Ensure callers provide permission specifying what information may be disclosed and to whom
Ensure access to language translators covering more than 100 languages and dedicated TDD equipment
Ensure qualified counselors are available at all times when direct interaction is required or requested
Oversee referrals for up to six sessions of short-term counseling per issue
Ensure initial counseling appointments are made and conducted promptly
Ensure employees in international locations are securely referred to an international affiliate
Ensure referrals are directed to local affiliate providers when an On-site Counselor is absent
Oversee Drug-Free Workplace referrals managed by the service center
Ensure clinical supervision and consultation are available 24 hours a day
Ensure the agency is notified when the duty to warn is invoked
Perform the position at the contractor's National Service Center
Travel may be required
May work at Government alternate locations during emergencies and emergency exercises

Requirements

What you’ll need

Minimum five (5) years of post-master's experience in mental health, chemical dependency, or Employee Assistance Program service delivery settings
Two (2) years of direct clinical supervisory experience
Three (3) years of supervised Employee Assistance Program experience
Master's and/or doctoral degree from an accredited college or university, recognized by the corresponding professional association(s), in a clinical mental health field
Current state license or state certification to practice as a mental health practitioner in the state where practice takes place
Where state licensure or certification is not available, certification from a recognized national certification organization or board
Must be able to practice at the independent level without state-mandated clinical supervision
Must be licensed at the local level
Must meet or exceed all qualifications for an Onsite Counselor (staff counselor)
Must be 100% dedicated to this contract, with a signed commitment letter required
Must have, or be covered by, professional liability insurance of at least $1,000,000 per occurrence and $3,000,000 aggregate
Must be able to obtain a Common Access Card, requiring a National Crime Information Center (NCIC) check, a favorable National Agency Check with Inquiries (NACI), and a favorable FBI fingerprint check
Must sign a Non-Disclosure Agreement