• Provide management consultation that enhances employee wellbeing and workplace effectiveness from the hours of 12pm-8pm EST OR 2-10pm EST, but you may sit out of any time zone. • Coordinate critical incident response requests • Deliver virtual critical incident response requests • Complete management referral intakes according to established guidelines; assure appropriate placement of management referred employees; provide guidance regarding EAP protocols to counselors working with employees. • Complete daily shifts on an incoming queue and meet speed to answer service level agreement requirements. • Provide follow-up to monitor employee compliance and feedback to supervisors, HR/Managers. • Confirm that necessary paperwork is in place to both providers, HR/Managers including signed releases in order to coordinate follow-up with treatment providers, and other necessary HR/Managers. • Provide limited after care monitoring (following up with employees and/or providers to ensure the safety of employees and continuation of treatment). • Assess for risk and manage member and organizational crises by providing in-the-moment support, triage, safety planning, and follow up. • Identify and problem-solve issues that serve as a barrier or disruption to care, with support from leadership. • Act as a subject matter expert on the key customer including the customer’s benefits ecosystem and programs to provide appropriate referrals to members and to support the navigation team supporting the customer. • Maintain accurate and complete documentation of required information that meets risk management and regulatory requirements.