Client Care Counsellor – Advice Line
Spectrum.Life
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Carrying out screening assessments over the phone with individuals wishing to engage with EAP services, focusing on strengths as well as difficulties.
- To conduct risk assessments and implement risk management plans as appropriate, with the support of our Psychological Triage team and provide appropriate safety and action planning where necessary
- Assess client’s needs and provide immediate telephone crisis counselling/interventions to employees and family members of customer organisations
- Identify the presenting problem and determine appropriate service response level as per case response level standards
- Meet key objectives around call volume and quality.
- First point of contact to our clients via phone, sms, live chat and WhatsApp
- To operate within all policies, procedures and guidelines of the EAP service.
- To participate in team meetings and attend other meetings as deemed necessary.
Requirements
- Hold a recognised qualification in Counselling or Psychotherapy
- Minimum of 200 post-qualified accrued counselling hours. We may report from the supervisor to verify.
- Full registered membership and/ or accreditation with a professional association or organisation which is governed by a recognised code of ethics and disciplinary process (i.e. ACP/PSI/BACP/BPS/UKCP/BABCP/EAPA/COSCA/CORST/NCPS /APCP ) is an essential requirement.
- Strong computer skills and mastering current software and applications (such as Microsoft Office)
- Ability to work at a fast paced environment and to meet key objectives around call volume and quality.
- Ability to adapt to both the ever changing client and organizational needs
- Strong empathy and listening skills
- Experience working with a variety of clients reflecting a wide range of clinical presentations.
- Experience of screening clients & carrying out initial screening appointments.
- Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.
- Good clinical judgement and understanding of your responsibilities regarding confidentiality
- Strong work ethic and professionalism
- Ability to work over the phone and through chat
Benefits
- Part-time or Full-Time permanent contract
- Work from home from anywhere in the UK. The role cannot be performed from overseas.
- Full training provided between Monday and Friday, 9 am to 5 pm, for 3 weeks
- Career Progression for clinical and non-clinical colleagues
- 1 hour of individual clinical supervision per month in-house
- Extensive list of employee perks and benefits: https://app.box.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
counsellingpsychotherapyrisk assessmentcrisis counsellingscreening assessmentsclinical judgementsafety planningaction planningtelephone interventionsclient needs assessment
Soft Skills
empathylistening skillsadaptabilityprofessionalismstrong work ethiccommunicationteam collaborationtime managementproblem-solvingclient engagement
Certifications
recognised qualification in Counsellingrecognised qualification in Psychotherapyfull registered membership with professional associationaccreditation with professional organisation