Client Care Counsellor – Advice Line

Spectrum.Life is a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions. Our HealthTech delivers digital transformation for Insurers, Educators and Employers through co-creation or seamlessly integrated out-of-the-box solutions, that decrease digital fragmentation and engage, empower, and transform their people’s lives. Established in 2018, Spectrum.Life provides services internationally to over 7.2 million insurance members, 3,000 corporate clients, 60 universities and 650,000 university students. Our vision is to change and save as many lives as possible.

Role Brief

We are looking for a proactive, reliable, and fully qualified Psychotherapist/Counsellor to help us provide access to professional services while also overseeing other individuals engaging in the service. The role of the EAP Advice line Counsellor is suited to fully qualified Psychotherapists/Counsellors. This role will require evaluating the needs of our clients, conducting screening assessments, assessing for any immediate risk, performing crisis containment, and signposting to any helpful resources.

Schedule

After 3 weeks of fully paid training, delivered fully remote from Monday to Friday 9am to 5pm, the set schedule will be either 3 × 10-hour shifts or 4 × 10-hour shifts, with 1 weekend day worked (either Saturday or Sunday) as a fixed part of the schedule.

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 and 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 cases.
• 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.
• 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.
• Strong computer skills and mastering current software and applications (such as Microsoft Office).
• Ability to work in a fast-paced environment and to meet key objectives around call volume and quality.
• Ability to adapt to both the ever-changing client and organisational needs.
• 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.

What are the benefits of working at SPECTRUM.LIFE?

• Part-time or Full-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.