Client Care Counsellor – Advice Line

About us:

Role Brief:

Schedule:

Responsibilities:

• Carry out screening and needs assessments with individuals accessing EAP services, focusing on strengths as well as difficulties.
• Conduct thorough risk assessments covering suicide and self-harm, child welfare, substance use, and domestic situations — and implement appropriate safety and action plans.
• Provide immediate telephone crisis counselling and short-term interventions to individuals in distress.
• Identify the presenting problem and determine appropriate service response level as per case response level standards.
• Meet key objectives around call volume and quality.
• Be the 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.
• Maintain accurate, timely clinical records across our digital case management systems while managing live client contact 
• Participate in team meetings and attend other meetings as deemed necessary.
• Demonstrate excellent customer service skills with strong written and verbal communication skills.
• Liaise with clinical governance around complex, high risk cases.
• Work collaboratively with clinical and non-clinical colleagues to ensure a consistent, high-quality client experience.
• Support the development of the EAP service, including providing feedback on digital tools, system improvements, and client experience.

Requirements:

• A recognised qualification in Counselling or Psychotherapy 
• Minimum 200 post-qualified accrued counselling hours (supervisor verification may be requested) 
• Full registered membership or accreditation with a recognised professional body: BACP, IACP, UKCP, BABCP, ACP, EAPA, COSCA, CORST, NCPS, or APCP —student and individual membership cannot be accepted 
• Confident digital literacy: ability to work across multiple systems simultaneously and learn new software quickly, adapting to new platforms as they are introduced 
• Comfortable working to call volume and quality targets alongside clinical responsibilities 
• Strong empathy and active listening — the ability to build a therapeutic relationship quickly, over the phone 
• Flexibility to work shifts including evenings and one fixed weekend day per week.
• Experience working with a variety of clients reflecting a wide range of clinical presentations.
• Experience conducting screening assessments and clinical risk assessments 
• Strong risk assessment skills: suicide and self-harm, child welfare, substance use 
• Good understanding of confidentiality, safeguarding, and your professional responsibilities 
• Strong work ethic and professionalism.
• Ability to work over the phone and through chat.
• Strong interpersonal and communication skills.
• Confidential working environment: clinicians must be able to work from a private, confidential space to ensure client conversations remain secure and aligned with professional counselling standards.
• Strong and reliable internet connection for fully remote working.

Desirable:

• 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?

• Competitive salary (Dependent on experience)
• Fully remote — work from anywhere in the UK or Ireland
• 25 days annual leave
• Access to Spectrum.Life’s own 24/7 EAP and full wellbeing support platform — because your wellbeing matters too 
• Opportunity to work in a strength based and inclusive way and contribute to a bigger shift in changing societal attitudes towards mental health and wellbeing
• One hour of individual clinical supervision per month with an in-house supervisor 
• Opportunities to develop your skills and expertise through training and ongoing support
• The chance to contribute to the development and shaping of a new and exciting service
• Extensive list of employee perks and benefits: https://app.box.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl

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