Client Care Counsellor

LifeWorks; Charlottetown; Remote; CAD 30,000 - 60,000; Full time

Job summary

An established industry player in health and well-being is seeking a Client Care Counsellor to provide essential crisis support to clients across Canada. This role involves managing urgent situations through effective telephone and chat counseling, ensuring clients receive immediate assistance and resources. The ideal candidate will possess a Clinical Master’s degree and strong risk assessment skills, along with the ability to work in a fast-paced environment. Join a purpose-driven team that values innovation and empathy, and enjoy the flexibility of working fully remote with comprehensive support and development opportunities.

Benefits

Fully remote work

All tech equipment provided

Group insurance plan

Generous vacation policy

Paid professional development days

Clinical supervision available

Flexible scheduling

Qualifications

• Master's degree in a clinical field required for counseling roles.
• Bilingualism in French or Mandarin is an asset for client interactions.

Responsibilities

• Provide crisis counseling and support to clients via phone and chat.
• Assess client needs and determine appropriate service responses.

Skills

Crisis Counseling

Risk Assessment

Empathy

Listening Skills

Bilingual (French or Mandarin)

Clinical Judgement

Computer Skills

Adaptability

Professionalism

Multi-tasking

Education

Clinical Master’s Degree in Social Work, Counseling, or Psychology

Tools

Microsoft Office

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Client Care Counsellor

Full Time, Permanent

Remote anywhere in Canada

A Client Care Counsellor manages clients facing urgent or crisis situations requiring immediate attention via telephone or chat modalities. Taking care of our clients means evaluating needs, assessing risks, crisis containment, assisting in single sessions and providing necessary resources to resolve challenges.

Responsibilities:

• Provide management consultation and/or telephone crisis counseling/interventions to callers and family members who are calling through their company's EFAP.
• Provide immediate information and support to the caller requesting a trauma or other workplace intervention.
• Respond to warm transfers of clients who request to speak to a Counselor upon their initial call for services.
• Identify the present problem and determine appropriate service response level as per case response level standards.
• Assess client’s needs and provide telephone counseling when the client is not prepared to accept a referral or book an appointment with a Counselor.
• Provide consultation to callers who are requesting an Assisted Referral for an employee for an EAP assessment.

Succeeding as a Bilingual Client Care Counsellor will require the following core qualifications and skills:

• Completed a Clinical Master’s Degree in either Social Work, Sexology, Clinical Counseling, Clinical Psychology or another clinical field of study.
• Bilingual in French or Mandarin is an asset.
• Strong risk assessment skills with regards to Child Welfare/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 chats.
• Strong computer skills and mastering current software and applications (such as Microsoft Office).
• Ability to adapt to both the ever-changing client and organizational needs.
• Ability to work in a fast-paced environment and to multi-task when needed.
• Strong empathy and listening skills.
• Flexibility to work shifts, weekends, evenings etc. as per business needs.

Perks:

• Working fully remote from your home.
• All tech equipment provided.
• Group insurance plan as of the first day of employment.
• Generous vacation policy.
• Paid professional development days, wellbeing days and more.
• Clinical supervision available.
• Flexible Scheduling to start.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.