Fully Accredited Client Care Counsellor – Advice Line (Isle of Ireland)
Core
Provide immediate telephone crisis counselling, screening assessments, and risk evaluations for individuals accessing EAP services.
Role type
Senior IC psychotherapist/counsellor (crisis intervention)
Builds
Short-term interventions and safety plans for clients in distress
Domain
Mental health / Employee Assistance Programs
Required skills
crisis containment, suicide and self-harm risk assessment, child welfare assessment, substance use assessment, domestic situation assessment, clinical record keeping, digital case management, telephone counselling, live chat support, SMS support, WhatsApp support, needs assessment, case response level determination
Preferred skills
EAP service experience, CBT-informed approaches, crisis phone line experience
Technologies
digital case management systems, live chat platforms, SMS platforms, WhatsApp
Responsibilities
Conduct screening and needs assessments with individuals accessing EAP services, Conduct thorough risk assessments covering suicide and self-harm, child welfare, substance use, and domestic situations, Provide immediate telephone crisis counselling and short-term interventions, Identify presenting problems and determine appropriate service response levels, Meet key objectives around call volume and quality, Operate as the first point of contact via phone, SMS, live chat, and WhatsApp, Maintain accurate and timely clinical records across digital case management systems, Participate in team meetings, Demonstrate excellent customer service skills with strong written and verbal communication skills
Seniority
Senior, hands-on IC