Mental Health Hotline Specialist

This position is to support the Military One Source Program- Supporting Military service members and their families.

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. Demonstrates an ability to effectively handle and manage high-risk calls with professionalism and in accordance with established protocols. Maintain the highest degree of sensitivity, compassion, and respect for Service members and their families.

• Assesses the needs of the caller to ensure first-call resolution of all presented needs.
• Educates participants on specialty program offerings, promote services, and demonstrate knowledge of military culture.
• Conducts 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.
• Identifies high-risk cases and responds as indicated in accordance with established protocols.
• Deescalates callers, navigates resources, resolves complex concerns, and assesses and takes action in crisis situations.
• Ensures all calls are handled according to contractual service standards and document all cases in the Case Management System (CMS).
• Performs call follow-up and reporting as assigned.
• Demonstrates outstanding customer service.
• Demonstrates understanding of military culture and addresses Service members by their rank, thanks Service members and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions.
• Works with team to 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.

Minimum Qualifications