Crisis Hotline Triage Consultant
This fully remote role offers the opportunity to make a meaningful difference in the lives of U.S. military Service members and their families. As part of the Military OneSource Program, you’ll provide compassionate, professional, and timely support around non-medical counseling, work/life challenges, and critical resources—helping families navigate some of life’s most complex moments.
- Provide assistance, referrals, consultation, and resources related to Non-Medical Counseling (NMC), Employee Assistance Programs (EAP), and work/life issues
- Conduct comprehensive needs assessments to support first-call resolution whenever possible
- Educate callers on available programs and specialty services while promoting appropriate resources
- Confidently identify and manage high-risk or crisis situations, following established protocols
- De-escalate complex or emotionally charged calls with professionalism, empathy, and sound judgment
- Navigate systems and resources to resolve multifaceted concerns efficiently
- Maintain detailed and accurate documentation in the CMS
- Complete assigned call follow-ups, reporting, and quality assurance tasks
- Deliver exceptional customer service while maintaining sensitivity, compassion, and respect
- Demonstrate strong understanding of military culture, including addressing Service members by rank and acknowledging their service
- Collaborate with your team to complete all required compliance, certification, and annual training requirements (ECA, Cyber Awareness, PII, etc.)
What We’re Looking For
Required Qualifications
- Bachelor’s or Master’s degree in Social Work, Family Therapy, Counseling, or a related human services field
- 2–5 years of relevant post-graduate experience in counseling, social work, or mental health services
- Ability to obtain a Tier 2 Suitability Public Trust clearance
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