Client Care Counsellor

LifeWorks; Calgary; Remote; CAD 60,000 - 75,000; Full time

Job summary

LifeWorks is seeking a Client Care Counsellor to provide immediate support for clients in crisis situations through telephone and chat. The successful candidate will have a Master's Degree in a related field and strong risk assessment skills, offering critical support while maintaining confidentiality. Enjoy the benefits of a fully remote work setup along with comprehensive insurance and generous vacation policies.

Benefits

Fully remote work setup

All necessary tech equipment provided

Group insurance from day one

Generous vacation policy

Paid professional development and wellbeing days

Clinical supervision available

Qualifications

• Master’s Degree in Social Work, Psychology, or related field is required.
• Fluency in English; French, Cantonese, or Mandarin are assets.
• Strong skills in risk assessment and good clinical judgment necessary.

Responsibilities

• Provide crisis intervention and counseling to clients over the phone and chat.
• Evaluate needs and risks, providing immediate information and support.
• Facilitate appointments and connect clients with necessary resources.

Skills

Risk assessment

Clinical judgment

Empathy

Listening skills

Adaptability

Education

Master’s Degree in Social Work or related field

Tools

Microsoft Office

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we leverage leading-edge technology and focus on the uniqueness of each individual to create the future of health. As a global leader in health and well-being, encompassing physical, mental, and financial health, TELUS Health aims to improve health outcomes for consumers, patients, healthcare professionals, employers, and employees.

We are seeking a Client Care Counsellor to manage clients facing urgent or crisis situations requiring immediate attention via telephone or chat. The role involves evaluating needs, assessing risks, crisis containment, providing single-session support, and connecting clients with necessary resources to resolve challenges.

Responsibilities:

• Provide management consultation and/or telephone crisis counseling/interventions to callers and family members through their company's EFAP.
• Offer immediate information and support for trauma or workplace interventions.
• Respond to warm transfers for clients requesting to speak with a Counselor.
• Identify problems and determine appropriate service responses according to case response standards.
• Assess client needs and provide telephone counseling or facilitate appointments with a Counselor.
• Assist callers requesting an Assisted Referral for an EAP assessment.

Qualifications and Skills:

• Master’s Degree in Social Work, Sexology, Clinical Counseling, Psychology, or related clinical field.
• Fluency in English; French, Cantonese, or Mandarin are assets.
• Strong risk assessment skills related to Child Welfare, Suicide/Self-Harm, Substance Abuse, Domestic Violence, etc.
• Good clinical judgment and understanding of confidentiality responsibilities.
• Professionalism and strong work ethic.
• Ability to work over the phone and via chat.
• Proficient in Microsoft Office and other software.
• Adaptability to changing client and organizational needs.
• Ability to work in a fast-paced environment and multitask.
• Empathy and excellent listening skills.
• Flexibility to work shifts, including weekends and evenings.

Perks:

• Fully remote work setup.
• All necessary tech equipment provided.
• Group insurance from day one.
• Generous vacation policy.
• Paid professional development and wellbeing days.
• Clinical supervision available.

About Us:

We are a people-focused, customer-first, purpose-driven team committed to innovation and improving lives through technology. We foster an inclusive culture that embraces diversity and are dedicated to fair employment practices, providing accommodations as needed.

Additional Information:

All roles requiring access to data centers or sensitive technology are subject to security screening. COVID-19 vaccination is required for all team members in TELUS Health Care Centres.

Note for Quebec candidates: English knowledge may be required for interaction purposes.

By applying, you consent to your information being shared with TELUS Group of Companies’ Talent Acquisition team and relevant leaders.

About the Company:

LifeWorks, formerly Morneau Shepell, is a HR services and technology company based in Toronto, Ontario.

Notice:

We are an equal opportunity employer committed to diversity and inclusion, offering reasonable accommodations during the recruitment process.