Dunhill Professional Search & Government Solutions · 2 days ago
Crisis Hotline Triage Consultant
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $91K/yr
1+ years expDunhill Professional Search & Government Solutions is part of the Military OneSource Program, which supports military service members and their families. The Crisis Hotline Triage Consultant provides assistance and resources related to Non-Medical Counseling and addresses various concerns for military personnel, ensuring effective communication and crisis management.
ConsultingHuman ResourcesRecruitingStaffing Agency
Hiring Manager
Jessica Durango
Responsibilities
Provide assistance, services, resources, referrals, and consultation related to Non-Medical Counseling (NMC), EAP, and work/life concerns for military service members and their families
Conduct comprehensive professional assessments to identify callers’ needs and ensure first-call resolution whenever possible
Educate participants on Military OneSource offerings, promote specialty and add-on services, and demonstrate a strong understanding of military culture
Deliver assessments and referrals for a wide range of services, including but not limited to non-medical counseling, health and wellness resources, and specialty support programs
Identify high-risk and crisis situations, respond appropriately, and follow established protocols for intervention, escalation, and documentation
Effectively de-escalate distressed callers, navigate available resources, resolve complex concerns, and take decisive action during crisis situations
Ensure all calls are handled in compliance with contractual service standards and accurately documented in the Case Management System (CMS)
Complete required call follow-ups and reporting assignments in a timely and thorough manner
Demonstrate outstanding customer service and maintain a calm, supportive, and professional demeanor at all times
Exhibit cultural competence by addressing service members by rank when appropriate, expressing gratitude for their service, and using empathic listening paired with appropriate clinical interventions
Collaborate with team members to complete all annual compliance requirements, including External Certification Authority (ECA) renewal and mandatory trainings such as Cyber Awareness and Personally Identifiable Information (PII), to maintain system access
Qualification
Required
Master's degree or Bachelor's degree in Social Work, Family Therapy, Counseling, or a related human services field
1–5 years of relevant post-graduate experience in counseling, social work, or mental health services
Company
Dunhill Professional Search & Government Solutions
Dunhill Professional Search & Government Solutions is an executive search and management recruiting firm.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase