Counsellor Client Care

LifeWorks; Toronto; Remote; CAD 60,000 - 90,000; Full time

Job summary

LifeWorks is seeking a Client Care Counsellor to manage clients facing urgent situations through telephone and chat. The role requires a Clinical Master’s Degree and involves crisis intervention, client assessment, and resource provision to improve overall health outcomes. This position also offers fully remote work options and comprehensive support from the first day of employment.

Benefits

Fully remote work from home

All necessary tech equipment provided

Group insurance from first day of employment

Generous vacation policy

Paid professional development and wellbeing days

Clinical supervision available

Qualifications

• Completed a Clinical Master’s Degree in a related clinical field.
• Fluent in English; knowledge of French, Cantonese, or Mandarin is an asset.

Responsibilities

• Provide crisis counseling and interventions via telephone and chat.
• Assess client needs and provide telephone counseling.
• Identify the present problem and determine appropriate service response level.

Skills

Risk assessment skills

Clinical judgment

Empathy

Listening skills

Education

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

Position: Client Care Counsellor

The Client Care Counsellor manages clients facing urgent or crisis situations requiring immediate attention via telephone or chat modalities. Responsibilities include 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 through their company's EFAP.
• Provide immediate information and support to callers requesting trauma or workplace interventions.
• 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 standards.
• Assess client needs and provide telephone counseling or book appointments with a Counselor when necessary.
• Offer consultation to callers requesting an Assisted Referral for an employee for an EAP assessment.

Qualifications & Skills:

• Completed a Clinical Master’s Degree in Social Work, Sexology, Clinical Counseling, Clinical Psychology, or a related clinical field.
• Fluent in English; knowledge of French, Cantonese, or Mandarin is an asset.
• Strong risk assessment skills concerning Child Welfare/Safety, Suicide/Self-Harm, Substance Abuse, Domestic Violence, etc.
• Good clinical judgment and understanding of confidentiality responsibilities.
• Strong work ethic and professionalism.
• Ability to work over the phone and chat.
• Proficient in current software and applications (e.g., Microsoft Office).
• Adaptability to changing client and organizational needs.
• Ability to work in a fast-paced environment and multi-task.
• Strong empathy and listening skills.
• Flexibility to work shifts, including weekends and evenings.

Perks:

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

About Us:

We are a people-focused, customer-first, purpose-driven team dedicated to innovation and doing good. We improve lives through technology and foster a culture of innovation that empowers our team to solve complex problems and achieve remarkable outcomes in a digital world.

Diversity & Inclusion:

TELUS promotes an inclusive culture embracing diversity. We are committed to fair employment practices and provide accommodations for applicants with disabilities during recruitment.

Additional Information:

In accordance with our Data Center Security Policy, employment may require security screening. COVID-19 vaccination is mandatory for those working at our Data Centers or in roles requiring access to sensitive technology.

Note for Quebec candidates: English knowledge is required for interaction with external/internal parties or use of English applications/software.

By applying, you agree that your information will be shared with TELUS’ Talent Acquisition team and relevant leaders involved in the hiring process.