Client Care Counsellor

LifeWorks; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading health and well-being company is seeking a Client Care Counsellor to provide urgent crisis management services via phone and chat. Candidates must hold a Clinical Master’s Degree and possess strong risk assessment skills. This fully remote position offers a comprehensive benefits package and promotes work-life balance through generous leave policies.

Benefits

Working fully remote from your home

All tech equipment provided

Group insurance plan from day one

Generous vacation policy

Paid professional development days

Clinical supervision available

Qualifications

• Fluent in English, with French, Cantonese, or Mandarin as assets.
• Ability to work in a fast-paced environment and provide crisis containment.
• Flexibility to work shifts, weekends, and evenings.

Responsibilities

• Provide telephone crisis counseling/interventions to clients.
• Assess client needs and provide necessary resources.
• Respond to warm transfers from initial calls for assistance.

Skills

Strong risk assessment skills

Empathy

Listening skills

Clinical judgement

Strong work ethic

Adaptability

Computer skills

Multitasking

Education

Clinical Master’s Degree in Social Work, Sexology, Clinical Counseling, or Clinical 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.

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.

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.
• Must be fluent in English (French, Cantonese, or Mandarin are also assets).
• Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse, Domestic Violence, etc.
• Good clinical judgement and understanding of your responsibilities regarding confidentiality.
• Strong work ethic and professionalism.
• Abilities to work over the phone and through chats.
• Strong computer skills and mastery of 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 and evenings, etc. as per business needs.

Perks:

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

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.