Client Care Counsellor – Advice Line
Core
Provide immediate telephone crisis counselling, conduct screening and risk assessments, and signpost individuals accessing EAP services.
Role type
EAP Client Care Counsellor (Psychotherapist/Counsellor)
Builds
Access to professional mental health services for corporate clients and their employees
Domain
Mental health / Employee Assistance Programs (EAP)
Deliverable
client delivery
Required skills
Crisis intervention, suicide and self-harm risk assessment, child welfare assessment, substance use assessment, domestic situation assessment, screening assessments, clinical record keeping, digital literacy, confidentiality management
Preferred skills
CBT, busy EAP service experience, phone line experience
Technologies
Digital case management systems, live chat, WhatsApp
Responsibilities
Conduct thorough risk assessments covering suicide, 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; Maintain accurate clinical records across digital systems; Liaise with clinical governance around complex, high-risk cases; Support the development of the EAP service by providing feedback on digital tools and client experience.
Seniority
Mid-level, fully qualified professional