Lead Triage Specialist in Contact Center

We are seeking a dedicated Lead Triage Specialist to join our passionate team in the Contact Center, where your primary focus will be to support military service members and their families. In this role, you will play a crucial part in providing assistance, resources, and referrals for Non-Medical Counseling (NMC) and Employee Assistance Programs (EAP). You will be instrumental in ensuring high-quality care and professionalism, especially during high-risk calls. Conduct thorough assessments of caller needs to initiate quick and effective resolutions. Provide detailed education on an array of program offerings, displaying a robust understanding of military culture to promote services effectively. Perform comprehensive evaluations related to NMC/EAP and work/life services, encompassing wellness programs and non-medical counseling. Recognize high-risk situations and implement established protocols to prioritize safety and support for callers. De-escalate tense situations by utilizing available resources and taking decisive actions to resolve complex issues during crises. Document all interactions meticulously in the Case Management System (CMS), adhering to contractual standards. Carry out follow-ups and complete reporting tasks as assigned to ensure thorough user support. Exemplify outstanding customer service in every interaction, enhancing the overall experience. Exhibit a deep respect for military culture, addressing Service members with dignity while employing empathetic listening and effective clinical interventions. Comply with all compliance requirements and fulfill necessary training to maintain access to the CMS system. Act as a mentor and provide guidance 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 Veteran populations is a plus. Being a military spouse or having family members in the 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 crucial. Strong proficiency in MS Office applications (Word, Excel, PowerPoint) and the ability to type 50 words per minute. Excellent organizational and time management skills. Commitment to adhere to HIPAA regulations. Current Tier 2 suitability public trust clearance is desirable; the ability to obtain it is necessary. The salary range for this position is from $63,500 to $86,000, based on considerations of experience and qualifications. We are an equal opportunity employer that values diversity and ensures fair treatment for all candidates.

Created: 2026-03-12