Client Care Counsellor

LifeWorks; Des Moines (IA); Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated Client Care Counsellor to provide vital support to clients in crisis. This role involves offering immediate assistance through telephone and chat, assessing client needs, and providing essential resources. The ideal candidate will possess a Clinical Master’s Degree and strong risk assessment skills, along with a commitment to professionalism and empathy. With a focus on innovation and well-being, this position offers the opportunity to make a significant impact in the lives of individuals while working fully remote. Join a purpose-driven team that values diversity and fosters a culture of inclusivity.

Benefits

Fully remote work

All tech equipment provided

Group insurance plan from day one

Generous vacation policy

Paid professional development days

Clinical supervision available

Flexible scheduling

Qualifications

• Master's degree in a clinical field required for this role.
• Bilingual in Spanish is a plus to enhance client support.

Responsibilities

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

Skills

Risk Assessment

Crisis Counseling

Empathy

Listening Skills

Clinical Judgment

Bilingual (Spanish)

Computer Skills

Adaptability

Professionalism

Multi-tasking

Education

Clinical 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 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 the USA

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 Spanish is an asset.
• Strong risk assessment skills regarding Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse, etc.; Good clinical judgement and understanding of responsibilities regarding confidentiality.
• Strong work ethic and professionalism; Ability 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, 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 Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation, or veteran status. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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.