Responsibilities

• 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.
• Excellent customer service skills with strong written and verbal communication skills
• Ability to cope with a high volume of incoming calls and chats.
• Works well under pressure
• Enjoys working to targets around call volumes and call quality
• To be flexible regarding working hours.
• Reviewing and handling of cases/queries that need to be investigated/escalated either from individual service user perspective or client organisational level
• Liaising with clinical governance around complex, high risk case
• Working on specific tasks required relating to service development, expansion of service.
• Work collaboratively with other clinical and non-clinical teams to ensure a seamless client experience for our clients

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. BACP, UKCP,NCPS. BABCP etc),  is an essential requirement. Unfortunately, Individual and Student Membership cannot be accepted
• 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
• Ability to work in a fast-paced environment and to multi-task, when needed
• Strong empathy and listening skills
• Flexibility to work shifts, weekends, evenings, holidays etc. as per business needs
• 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
• Strong interpersonal and communication skills.

• Experience working with clients using short term models of therapeutic intervention, particularly CBT
• Experience working within a busy EAP service
• Experience working on phone lines
• Open to working part-time (Minimum 20-25 hours)

• Part-time permanent contract
• Work from home
• 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/zo4f2ipvf5gsnfnbhe0w2439zqk4rdhn