Call Center Triage Consultant I with Security Clearance

About the Team

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, the company reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. The Health and Services Sector is currently seeking talent to support the Military OneSource Program.

The Military OneSource Program provides 24/7 support services for military members and their families, functioning similarly to a commercial Employee Assistance Program (EAP). Serving approximately 4.7 million participants worldwide, the program acts as a comprehensive "one source" for resources, information, education, referrals, and counseling. This role is critical to maintaining that support system, serving as the link between the program and the military community.

About the Role

As a Call Center Triage Consultant I, you will be the critical link for incoming and follow-up calls and chats from military members and their families. This position exists to provide assistance, education, information, referral services, and expert consultation on various EAP and work-life issues. You will conduct comprehensive assessments of participant needs across domains including childcare, parenting, eldercare, education, legal, financial, employment assistance, emotional well-being, relationships, and health.

In this remote role, you will navigate and coordinate resources to resolve participant concerns, ensuring seamless service delivery. You will be responsible for assessing and managing crisis situations, identifying high-risk cases, and de-escalating effectively. The role requires maintaining the highest degree of confidentiality, sensitivity, compassion, and respect for the members and families you serve. You will document all interactions accurately in electronic case management systems and perform follow-up contacts in accordance with legal and program requirements.

Hiring Process

Candidates must be U.S. citizens fluent in English and able to pass criminal history, fingerprint background checks, and credential verification. A suitability investigation and security clearance are required. Applicants must also secure a separate, quiet, private, and confidential space to work from, with access to a reliable high-speed hard-wired internet connection (coax or fiber); mobile hotspots are not acceptable.

Equal Opportunity

Leidos is committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Security Notice

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during the employment application process, nor will the company advance money as part of the hiring process. Leidos will only communicate with you through emails generated by the Leidos.com automated system. If you receive an email asking for payment or personal information, or if you believe you are the victim of a scam, please report it to local law enforcement and the U.S. Federal Trade Commission.