Contact Center Triage Consultants
Overview:
Goldbelt Glacier is accelerating healthcare delivery and providing superior force health readiness across the military, federal, and civilian landscapes. Goldbelt Glacier is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas. Summary:The Contact Center Triage Consultant serves as the first point of contact for participants accessing Military OneSource services. This role answers inbound calls and live chats, identifies participant needs, provides accurate information, and ensures appropriate warm hand-offs or referrals. The consultant operates in strict compliance with privacy, confidentiality, and mandated reporting requirements while demonstrating cultural competence and an understanding of military life.
Responsibilities:
Essential Job Functions:Answer inbound telephone calls and live chats from participants seeking assistance and informationNavigate multiple wed-based systems at onceIdentify, assess, and clarify participant inquiries or concerns in a timely and professional mannerProvide accurate information, appropriate referrals, and warm hand-offs to internal or external resourcesDeliver the Government-approved Privacy Act Statement (PAS) and/or Privacy Advisory to participants requesting and/or determined to be in need of non-medical counselingInform participants that information shared will be kept confidential, except where disclosure is required to meet explicitly defined obligations or to prevent harm to self or othersRecognize and appropriately respond to situations involving suicidal thoughts or intent, self-harm, violence, or sexual assaultComply with all mandated reporting requirements, including domestic abuse, child abuse or neglect, abuse of a vulnerable adult, and any present or future illegal activityDocument interactions accurately and in accordance with contact center procedures and system requirementsMaintain knowledge of Military OneSource programs, services, and resources
Qualifications:
Necessary Skills and Knowledge:Strong customer service skills and experience in a contact center or similar fast-paced environmentKnowledge of contact center operations and call/chat handling best practicesKnowledge and understanding of military life, culture, and the unique challenges faced by service members and their familiesStrong computer skills. Ability to navigate multiple systems at onceKnowledge and skills working Microsoft TeamsMinimum Qualifications:Must possess a Master’s degree from an accredited graduate program in a mental health–related field, such as:Social WorkPsychologyMarriage and Family TherapyCounselingConsultants without a Master’s degree must possess, at a minimum, a Bachelor’s degree and be actively working toward a Master’s degree or have equivalent experience in areas consistent with the responsibilities of the roleAbility to pass NACI and/or CNACI or higher clearanceAbility to pass employment background checkPreferred Qualifications:Prior experience supporting military, veteran, or government-sponsored programsExperience providing triage, intake, or referral services in a behavioral health or human services settingFamiliarity with crisis intervention principles and mandated reporting requirementsStrong skillset with computers, Microsoft Teams, ability to navigate multiple systems at once. Pay and BenefitsThe salary range for this position is $60,000.00 to $80,000.00 annually, dependent upon experience and years in the social service field. At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.
Apply Now
Goldbelt Glacier is accelerating healthcare delivery and providing superior force health readiness across the military, federal, and civilian landscapes. Goldbelt Glacier is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas. Summary:The Contact Center Triage Consultant serves as the first point of contact for participants accessing Military OneSource services. This role answers inbound calls and live chats, identifies participant needs, provides accurate information, and ensures appropriate warm hand-offs or referrals. The consultant operates in strict compliance with privacy, confidentiality, and mandated reporting requirements while demonstrating cultural competence and an understanding of military life.
Responsibilities:
Essential Job Functions:Answer inbound telephone calls and live chats from participants seeking assistance and informationNavigate multiple wed-based systems at onceIdentify, assess, and clarify participant inquiries or concerns in a timely and professional mannerProvide accurate information, appropriate referrals, and warm hand-offs to internal or external resourcesDeliver the Government-approved Privacy Act Statement (PAS) and/or Privacy Advisory to participants requesting and/or determined to be in need of non-medical counselingInform participants that information shared will be kept confidential, except where disclosure is required to meet explicitly defined obligations or to prevent harm to self or othersRecognize and appropriately respond to situations involving suicidal thoughts or intent, self-harm, violence, or sexual assaultComply with all mandated reporting requirements, including domestic abuse, child abuse or neglect, abuse of a vulnerable adult, and any present or future illegal activityDocument interactions accurately and in accordance with contact center procedures and system requirementsMaintain knowledge of Military OneSource programs, services, and resources
Qualifications:
Necessary Skills and Knowledge:Strong customer service skills and experience in a contact center or similar fast-paced environmentKnowledge of contact center operations and call/chat handling best practicesKnowledge and understanding of military life, culture, and the unique challenges faced by service members and their familiesStrong computer skills. Ability to navigate multiple systems at onceKnowledge and skills working Microsoft TeamsMinimum Qualifications:Must possess a Master’s degree from an accredited graduate program in a mental health–related field, such as:Social WorkPsychologyMarriage and Family TherapyCounselingConsultants without a Master’s degree must possess, at a minimum, a Bachelor’s degree and be actively working toward a Master’s degree or have equivalent experience in areas consistent with the responsibilities of the roleAbility to pass NACI and/or CNACI or higher clearanceAbility to pass employment background checkPreferred Qualifications:Prior experience supporting military, veteran, or government-sponsored programsExperience providing triage, intake, or referral services in a behavioral health or human services settingFamiliarity with crisis intervention principles and mandated reporting requirementsStrong skillset with computers, Microsoft Teams, ability to navigate multiple systems at once. Pay and BenefitsThe salary range for this position is $60,000.00 to $80,000.00 annually, dependent upon experience and years in the social service field. At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.
Apply Now