Triage Consultant

Pearl Interactive Network is seeking to hire Remote Triage Consultants.

The Triage Consultant I (TC I) is responsible for providing assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families. The TC I demonstrates an ability to effectively handle and manage high-risk calls with professionalism and in accordance with established protocols. TC I will maintain the highest degree of sensitivity, compassion, and respect for service members and their families to ensure that ValueOptions Federal Services remains free of any political bias and will ensure consistency of service regardless of installation, location, or any other factor.

Pearl offers a Competitive Compensation and Benefits package to include:

• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
• Overtime incentive pay is provided for this role when the client requests assistance with specific intervals. If working outside of your scheduled shift during the intervals requested even without going over 40 hours of worked time in a week, you will be awarded with this incentive pay.

Operating Hours: 10 AM - 11 PM EST Sun-Sat, Various Shifts Available However, we have the following schedules available:

Preferred Locations:  NC, CO, VA, TX, AL, MS, GA, WI, LA, TN, AZ 

Technical Equipment, and Remote Office Requirements:

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
• Ethernet cable access. Wi-Fi-only connectivity is prohibited.
• Private and secure workspace within your home. Away from noise and distractions.
• Computer equipment, monitor, and headset provided.

Technical Skill Proficiency Requirements:

• Multitask Efficiently: Seamlessly switch between multiple screens or applications to access relevant information quickly.
• Attention to Detail: Carefully review and cross-reference data from different sources to ensure accuracy and consistency.
• Technical Proficiency: Use various software tools, databases, and systems without difficulty, ensuring smooth operation and minimal downtime. 
• Information Synthesis: Collect, interpret, and integrate data from multiple sources to make informed decisions or provide accurate responses.
• Time Management: Prioritize tasks effectively to manage time spent on different screens and data sets, ensuring productivity and meeting deadlines.
   

Job Duties:

• Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services, which can include but are not limited to, non-medical counseling, health and wellness, and other specialty and add-on services.
• Meet requirements for and act as a mentor to new and less experienced triage consultants.
• Ensure all calls are handled according to contractual service standards.
• Act as a clinical Point of Contact (POC) for the supervisors when indicated by business needs.
• Educate participants on specialty program offerings, promote services, and demonstrate knowledge of military culture.
• Assess the needs of the caller to ensure first-call resolution of all presented needs.
• Demonstrate outstanding customer service.
• Deescalate callers, navigate resources, resolve complex concerns, and assess and take action in crisis situations.
• Identify high-risk cases and respond as indicated under the direction of the supervisor and in accordance with established protocols.
• Perform call follow-up and reporting as assigned.
• Document all cases in the Case Management System (CMS).
• Demonstrate better than average understanding of military culture and address service members by their rank, thank service member and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions.
• Follow established protocols and complete all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained.

Job Requirements:

• Master’s degree in Social Work, Marriage and Family Therapy, Counseling, or other human services fields required
• Minimum 1-year related post-graduate work experience
• Contact/call center experience preferred due to high call volume.
• Must be a U.S. Citizen
• Experience in counseling, social work, and mental health services. Behavioral health experience preferred
• Knowledge of mandated procedures for child or elder abuse situations
• Familiarity in core service areas of child development, parenting, adoption, education, and service for older adults
• Military spouse or family member experience in a military community is highly desirable
• Ability to type 50 wpm
• Strong MS Office skills (Word, Excel, PowerPoint)
• Comply with all HIPAA Compliance regulations

Our Mission
Pearl delivers essential services, evolving through innovation to meet the challenging needs of the communities we serve.  We are dedicated to creating a lasting positive impact, ensuring our work consistently provides meaningful value.

Our Core Values
Pearl operates on a strong foundation of core values that shape every aspect of our work. These principles lie at the heart of our organization, fueling our dedication to making a difference and inspiring transformative change in people's lives.