Call Center Consultant II

Leidos

. Serve as the senior Triage Consultant, providing leadership support, guidance, and assistance with complex and high-risk cases.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $52,000 - $94,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the senior Triage Consultant, providing leadership support, guidance, and assistance with complex and high-risk cases.
Conduct comprehensive assessments of member needs across Employee Assistance Program (EAP) and work-life domains, including childcare, parenting, eldercare, education, legal, financial, employment, emotional well-being, relationships, communication, health and wellness, and short-term problem resolution.
Respond to high-volume telephonic and chat contacts in a 24/7 call center environment while meeting contractual performance standards.
Assess and manage crisis situations, identify high-risk cases, de-escalate effectively, and initiate appropriate referrals and interventions.
Research, coordinate, and provide accurate referrals, resources, and educational materials tailored to members needs.
Perform follow-up contacts and complete mandated reporting in accordance with legal and program requirements.
Document all interactions thoroughly and accurately in electronic documentation systems in compliance with program guidelines.
Support training and mentorship of other Triage Consultants.
Perform additional duties and special projects as assigned based on business needs.

Requirements

What you’ll need

Master’s degree in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field from an accredited institution.
Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory.
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 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, knowledge of call center operations, and 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 the ability to efficiently 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 clearance as required.

Benefits

Comp & perks

Health and Wellness programs
Income Protection
Paid Leave
Retirement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

counselingcrisis assessmentrisk identificationde-escalationmandated reportingbehavioral health servicesemployee assistance program (EAP)telephonic supportdocumenting interactionsweb-based research

Soft Skills

leadershipguidancecustomer servicecommunicationmentorshipproblem resolutionorganizational skillsinterpersonal skillsemotional intelligenceadaptability

Certifications

Master’s degree in Social WorkMaster’s degree in PsychologyMaster’s degree in Marriage and Family TherapyMaster’s degree in Counselingindependent counseling license