[Hiring] Client Care Counsellor @Spectrum Life

Other Jobs To Apply

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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.

  • Carrying out screening assessments over the phone with individuals wishing to engage with EAP services, focusing on strengths as well as difficulties.
  • 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.
  • Operate within all policies, procedures and guidelines of the EAP service.
  • 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.
  • Be flexible regarding working hours.
  • Review and handle cases/queries that need to be investigated/escalated either from individual service user perspective or client organisational level.
  • Liaise with clinical governance around complex, high risk cases.
  • Work 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.

Qualifications

  • 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 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 organizational 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.

Requirements

  • 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).

Benefits

  • 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: Employee perks and benefits .
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...