Job Description

PEARL INTERACTIVE NETWORK IS SEEKING TO HIRE TRIAGE CONSULTANTS – HYBRID.

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. THIS POSITION REQUIRES 3 DAYS ON-SITE AND 2 DAYS REMOTE.

WHY CHOOSE PEARL INTERACTIVE NETWORK?

Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, Pearl offers hiring priority to our Veterans, Military Spouses, and their families, as well as individuals with disabilities.

PEARL OFFERS A COMPETITIVE COMPENSATION AND BENEFITS PACKAGE TO INCLUDE:

• Rate: $63k - $71k salary (DOE)
• 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.

OPERATING HOURS: 10 am - 6:30 pm or 11:30 am - 8 pm EST, Monday - Friday

LOCATION: Chesapeake, VA 23320

Consultants will work 3 days in the facility and 2 days remotely from a home office.

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 acts 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, promotes services, and demonstrate knowledge of military culture.
• 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 other specialty program offerings, promotes 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, 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 completes 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
• State Licensure to practice independently (LCSW, LPC, LMFT) preferred
• Minimum 1-year related post-graduate work experience
• 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 HIPPA Compliance regulations

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

BACKGROUND INVESTIGATION OR DOD CLEARANCE, SUITABILITY, AND SKILLS ASSESSMENTS REQUIRED

PEARL INTERACTIVE NETWORK, INC. IS AN EQUAL OPPORTUNITY EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, OR PROTECTED VETERAN STATUS AND WILL NOT BE DISCRIMINATED AGAINST ON THE BASIS OF DISABILITY

Company Description

Who We Are: People aren’t just our passion, it’s what makes us a top-performing contact center and end-to-end business solutions company. Pearl Interactive Network (Pearl) provides multi-channel contact center solutions, specializing in consultative, compassionate, and often complex interactions supporting beneficiaries, employees, and people requiring healthcare, government, and commercial services. At Pearl, our business is built on a people-driven culture. Whether it’s taking our own funds and investing in a bus to transport employees or holding employee appreciation days, Pearl offers employees a supportive, family-like environment. By taking care of the team serving your specific needs, they can focus on taking care of you. That’s why we have high retention and recall rates. Another reason for this is our recruitment and hiring practices. Pearl is steadfast when aligning people with impeccable performance and your organization’s goals while holding a strong ability to scale quickly without compromising quality or culture. We also invest in our clients’ communities, which is appealing to prospective candidates. This can range from school supply drives for the local school system to participating in local festivals. Our professional coaching program, compliments supervisor coaching by offering personal enrichment including strengths assessment and employee engagement, on-demand skills training, and career path coaching. Who We Hire: We give hiring priorities to disabled veterans, veterans, people with disabilities, military spouses, and people living in geographically challenged areas. Given our combined business and social mission, our company name includes “Interactive Network” because we interact and network with clients, candidate referral sources, and candidates. Customer Satisfaction, Teamwork and Family Atmosphere, Quality, Respect, Transparency, Innovation