Client Care Counsellor – Advice Line

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Conducting screening assessments via phone with individuals seeking EAP services, emphasizing both strengths and challenges.

• Performing risk assessments and executing risk management plans as necessary, with the assistance of our Psychological Triage team, and establishing appropriate safety and action plans when needed.

• Evaluating client needs and delivering immediate telephone crisis counseling/interventions to employees and their family members of client organizations.

• Identifying the presenting issues and determining the suitable service response level in accordance with case response level standards.

• Achieving key objectives concerning call volume and quality metrics.

• Serving as the initial point of contact for our clients through phone, SMS, live chat, and WhatsApp.

• Adhering to all policies, procedures, and guidelines of the EAP service.

• Engaging in team meetings and attending other necessary meetings as required.

• Reviewing and managing cases/queries that require investigation or escalation, either from the perspective of individual service users or at the client organizational level.

• Collaborating with clinical governance on complex, high-risk cases.

• Working on specific tasks related to service development and service expansion.

• Collaborating with other clinical and non-clinical teams to ensure a seamless experience for our clients.

⛳️ Requirements

• Possession of a recognized qualification in Counselling or Psychotherapy.

• A minimum of 450 post-qualified accrued counseling hours.

• Full accreditation with a professional association or organization that adheres to a recognized code of ethics and a disciplinary process (e.g., IACP, APCP, IAHIP, ICP, NCPS, BACP, ICIP) is a mandatory requirement.

• Proficient computer skills and proficiency with current software and applications (such as Microsoft Office).

• Capability to thrive in a fast-paced environment and meet key objectives regarding call volume and quality.

• Strong empathy and listening capabilities.

• Flexibility to work shifts, including weekends, evenings, and holidays as dictated by business needs.

• Experience working with a diverse range of clients and clinical presentations.

• Background in screening clients and conducting initial screening appointments.

• Good clinical judgment and a solid understanding of responsibilities concerning confidentiality.

• Ability to engage over the phone and through chat.

• Excellent interpersonal and communication skills.

🏝️ Benefits

• Permanent contract available on a part-time or full-time basis.

• Opportunity to work from home.

• Comprehensive training provided Monday through Friday, from 9 am to 5 pm, for a duration of 3 weeks.

• Career advancement opportunities for both clinical and non-clinical colleagues.

• One hour of individual clinical supervision per month, conducted in-house.

• A wide array of employee perks and benefits.