Client Care Counsellor – Advice Line (Republic of Ireland)
- Southside Dublin
- €35,000 per year
- Permanent
- Part-time
- Hold a recognized qualification in Counselling or Psychotherapy
- 200 post-qualified accrued counselling hours
- Full registered membership and/ or accreditation with a professional association or organisation
- Experience working on phone lines
- 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
- Hold a recognized 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. PSI, IACP, NAPCP, APCP, IAHIP, ICP, EAPA, 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
- 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)
- Full-time permanent contract
- Work from home
- Salary: €35,000 per annum pro rata plus 5% Quarterly Quality Award+ employee benefits
- 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