Client Care Counsellor – Advice Line
| Posting date: | 08 May 2025 |
|---|---|
| Salary: | £32,680 to £34,000 per year |
| Additional salary information: | Work From Home | Flexibility | Health Insurance | Company Pension |
| Hours: | Full time |
| Closing date: | 07 June 2025 |
| Location: | Louth, Lincolnshire |
| Remote working: | Fully remote |
| Company: | Louth Manor Care Home |
| Job type: | Permanent |
| Job reference: | CCC02415 |
Summary
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.
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
Enjoys working to targets around call volumes and call quality
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
Requirements:
Hold a recognised qualification in Counselling or Psychotherapy at Level 5 or higher relevant qualification in Counselling
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. IACP, BACP, BPC, NCPS, UKCP, BABCP, COSCA, ICP, NAPCP, APPI, EAPA, PSI 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 organisational needs
Ability to multi-task, when needed
Strong empathy and listening skills
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 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.
Preferable:
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
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
Enjoys working to targets around call volumes and call quality
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
Requirements:
Hold a recognised qualification in Counselling or Psychotherapy at Level 5 or higher relevant qualification in Counselling
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. IACP, BACP, BPC, NCPS, UKCP, BABCP, COSCA, ICP, NAPCP, APPI, EAPA, PSI 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 organisational needs
Ability to multi-task, when needed
Strong empathy and listening skills
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 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.
Preferable:
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