Job Description

Junior level and Mid level positions open ( pay dependent on years of experience)

Salary Range $50-86k

This position is part of the Military OneSource Program , a Department of Defense initiative dedicated to supporting military service members and their families across all branches and components. Military OneSource delivers confidential assistance, resources, referrals, and consultation to help service members and their families successfully navigate life’s challenges.

Key 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.

Minimum Qualifications

• 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.

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