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.

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
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

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

Client Care Counsellor – Advice Line

Key skills