Senior Triage Specialist in Contact Center

Join our passionate team as a Senior Triage Specialist in our Contact Center, committed to supporting military service members and their families. You will provide vital assistance, resources, and referrals for Non-Medical Counseling (NMC) and Employee Assistance Programs (EAP), while maintaining a strong focus on care and professionalism, particularly during high-risk calls. Assess caller needs thoroughly to achieve quick and effective resolutions. Educate participants on a variety of program offerings and promote services, demonstrating a comprehensive understanding of military culture. Perform detailed assessments related to NMC/EAP and work/life services, including wellness programs and non-medical counseling. Identify high-risk cases and follow established protocols to guarantee safety and support. De-escalate tense situations, utilize available resources, and take decisive actions in crises to address complex issues. Document all interactions in the Case Management System (CMS) with precision, adhering to all contractual standards. Conduct follow-ups and complete reporting tasks as assigned to ensure comprehensive user support. Deliver exceptional customer service in every interaction. Demonstrate a deep understanding of military culture, addressing Service members with respect and utilizing empathetic listening and clinical interventions effectively. Comply with compliance requirements and complete necessary training to maintain access to the CMS system. Provide mentorship and support to new or less experienced Triage Consultants as needed. Minimum Qualifications A Master's degree in social work, Family Therapy, Counseling, or a related human services field. Preferred: State Licensure to practice independently (LCSW, LPC, LMFT). 5-10 years of relevant post-graduate experience in counseling, social work, or mental health services; experience with military or Veterans populations is a plus. Having a military spouse or family member in a military community is highly regarded. Desired Skills U.S. Citizenship is required. Advanced knowledge regarding mandated procedures for child and elder abuse situations. Familiarity with essential service areas such as child development, parenting, adoption, education, and elder care services. Exceptional written and verbal communication skills are critical. Strong proficiency in MS Office applications (Word, Excel, PowerPoint) and ability to type 50 wpm. Excellent organizational and time management skills. Commitment to adhering to HIPAA regulations. Current Tier 2 suitability public trust clearance is desirable; ability to obtain it is necessary. The compensation for this position ranges from $63,500 to $86,000 based on various factors including experience and qualifications. We are an equal opportunity employer that values diversity and ensures fair treatment for all candidates.

Created: 2026-03-04