• Provide clients with the highest level of customer service by determining their specific needs • Follow outlined department specific and company-wide processes and operating procedures • Triage client inquiries to determine if routing to other operational teams or escalation to leadership is necessary • Utilize and promote various tools and resources to provide efficient and client friendly interaction • Accurately and completely document all client inquiries within the applicable case management system • Demonstrate strong verbal and written communication skills • Manage multiple priorities in a fast-paced environment

• Provide telephonic and chat-based support in a high-volume, 24/7 contact center environment • Conduct comprehensive assessments to identify participant needs related to EAP and work/life services • Offer consultation and resource referrals for areas including childcare, parenting, eldercare, education, legal and financial matters, employment concerns • Assess risk, respond to crisis situations, and provide appropriate intervention and de-escalation • Identify high-risk cases and facilitate referrals to appropriate community or clinical resources • Accurately document cases in accordance with organizational policies and professional standards • Conduct follow-up outreach and complete mandated reporting as required • Research and provide tailored referrals, tools, and educational materials • Support special projects and additional duties as assigned based on business needs

• Provide telephonic and chat-based support in a high-volume, 24/7 contact center environment • Conduct comprehensive assessments to identify participant needs related to Employee Assistance Program (EAP) and work/life services • Offer consultation and resource referrals for areas including childcare, parenting, eldercare, education, legal and financial matters, employment concerns, emotional well-being, relationship challenges, short-term problem resolution, health and wellness, and specialty services • Assess risk, respond to crisis situations, and provide appropriate intervention and de-escalation • Identify high-risk cases and facilitate referrals to appropriate community or clinical resources • Accurately document cases in accordance with organizational policies and professional standards • Conduct follow-up outreach and complete mandated reporting as required • Research and provide tailored referrals, tools, and educational materials • Support special projects and additional duties as assigned based on business needs

Role Description This role serves as the first point of contact for participants accessing vital services, providing timely and accurate guidance through calls and live chats. You will assess needs, offer referrals, and ensure smooth hand-offs while maintaining strict confidentiality and compliance with privacy requirements. Operating in a fast-paced contact center environment, you will navigate multiple systems simultaneously, respond to sensitive situations, and support participants with empathy and cultural competence. This position is essential in delivering quality service to service members, their families, and other program participants, making a tangible impact on health, readiness, and well-being. It is a dynamic role that combines customer service, technical skills, and behavioral health knowledge. - Serve as the primary point of contact via inbound calls and live chats, providing guidance, resources, and warm hand-offs - Identify, assess, and clarify participant needs in a professional, timely, and empathetic manner - Navigate multiple web-based systems simultaneously to accurately document interactions and manage inquiries - Deliver government-approved privacy advisories and ensure confidentiality while complying with mandated reporting requirements - Recognize and respond to situations involving self-harm, violence, or abuse, and escalate appropriately - Maintain up-to-date knowledge of programs, services, and resources to provide accurate referrals and support Qualifications - Master’s degree in a mental health–related field (Social Work, Psychology, Marriage and Family Therapy, Counseling) required; candidates with a Bachelor’s degree must be actively pursuing a Master’s or have equivalent experience - Strong customer service experience in a contact center or similar high-volume environment - Knowledge of military life, culture, and challenges faced by service members and their families - Proficiency in navigating multiple computer systems, including Microsoft Teams - Ability to pass NACI and/or CNACI or higher security clearance and employment background checks - Familiarity with crisis intervention principles, triage, intake, or referral services preferred - Experience supporting military, veteran, or government-sponsored programs is a plus Benefits - Competitive annual salary range of $60,000 – $80,000, based on experience and field expertise - Comprehensive medical, dental, and vision insurance - 401(k) retirement plan with company matching and tax-deferred savings options - Paid time off and leave benefits - Professional development and continuing education opportunities - Supportive work environment with emphasis on employee well-being and growth