Job Information
Spectrum.Life Digital Advice Line Counsellor - UK Nationwide in Remote, United Kingdom
Spectrum.Life is a Mental Health, Wellbeing and Digital Health Innovator, delivering solutions for the Corporate, Insurance and Education Sectors. We support 2,500+ companies in their health and wellness strategies - looking after the mental health and wellbeing needs of over 4,000,000 users.
We are a healthcare company first. We focus on clinical efficacy and outcomes as our prime responsibility. We do this by providing or enabling best-in-class services, delivered by fully accredited, experienced professionals through our in-house built technology.
Our mission is to save and change as many lives as possible. We do this by Engaging and Empowering members to Transform their health and wellbeing.
Who are we looking for?
We are looking for a proactive, reliable, and fully qualified Psychotherapist/Counsellor to help us provide access to professional services while also overseeing other individuals engaging in the service.
What is the role and what are your responsibilities?
The role of the EAP Advice line Counsellor is suited to fully qualified Psychotherapists / Counsellors. This role will require evaluating the needs of our clients, conducting screening assessments, assessing for any immediate risk, performing crisis containment, and signposting to any helpful resources.
Carrying out screening assessments over the phone with individuals wishing to engage with EAP services, focusing on strengths as well as difficulties.
To conduct risk assessments and implement risk management plans as appropriate, with the support of our Psychological Triage team and provide appropriate safety and action planning where necessary
Assess client's needs and provide immediate telephone crisis counselling/interventions to employees and family members of customer organisations
Identify the presenting problem and determine appropriate service response level as per case response level standards
Meet key objectives around call volume and quality.
First point of contact to our clients via phone, sms, live chat and WhatsApp
To operate within all policies, procedures and guidelines of the EAP service.
To participate in team meetings and attend other meetings as deemed necessary.
Excellent customer service skills with strong written and verbal communication skills
Ability to cope with a high volume of incoming calls and chats.
Works well under pressure
Enjoys working to targets around call volumes and call quality
To be flexible regarding working hours. Commit to 40 hours per week ( 8hours per day), to be worked over 5 days, Monday through Sunday
Reviewing and handling of cases/queries that need to be investigated/escalated either from individual service user perspective or client organisational level
Liaising with clinical governance around complex, high risk case
Working on specific tasks required relating to service development, expansion of service.
Work collaboratively with other clinical and non-clinical teams to ensure a seamless client experience for our clients
Essential Skills and core qualifications and skills:
Hold a recognized qualification in Counselling or Psychotherapy at Level 5 or higher relevant qualification in Counselling
Minimum of 100 accrued counselling hours.
Individual membership and registration with a professional association or organisation which is governed by a recognised code of ethics and disciplinary process (i.e. IACP, BACP, BPC, NCPS, UKCP, BABCP, COSCA, ICP, APPI, PSI is an essential requirement
Strong computer skills and mastering current software and applications (such as Microsoft Office) Ability to work at a fast paced envioroment and to meet key objectives around call volume and quality.
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, holidays etc. as per business needs
Experience working with a variety of clients reflecting a wide range of clinical presentations.
Experience of screening clients & carrying out initial screening appointments.
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 chat
Strong interpersonal and communication skills.
Desirable Skills
Experience working with clients using short term models of therapeutic intervention, particularly CBT
Experience working within a busy EAP service
Experience working on phone lines
Open to working 40 hours per week ( 8hrs per day), to be worked over 5 days, Monday through Sunday.
What competencies do I need?
Teamwork
Initiative
Planning and Organisation
Interpersonal Skills
Motivating Others
WHAT ARE THE BENEFITS OF WORKING AT SPECTRUM.LIFE
Full-time permanent contract
Work from home
Salary: £27,000 per annum plus 10% Quarterly Quality Award+ employee benefits
Career Progression for clinical and non-clinical colleagues
1 hour of individual clinical supervision per month in-house
Extensive list of employee perks and benefits https://app.box.com/s/hfibnhnrok98j475ydo6z93jjdlsss4x