Crisis Hotline Triage Consultant (Austin)

Military OneSource Program Supporting Those Who Serve

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

Case Management System (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 Master’s degree in

Social Work, Family Therapy, Counseling, or a related human services field 1-2 years of relevant post-graduate experience in counseling, social work, or mental health services U.S. Citizenship (required) Ability to obtain a

Tier 2 Suitability Public Trust clearance

Shifts available:

11:30am-10:30pm 1:00pm- 12am