Social Worker/Registered Counsellor: Employee Assistance Telephone Clinician at Health Solutions Africa

Role Purpose    

The role of the Employee Assistance Programme Telephone Clinician is to receive inbound calls coming into the support line, managing and responding to all electronic requests for assistance, conducting a comprehensive clinical assessment and identifying a suitable treatment plan, as well as implementing the treatment plan through a series of telephonic counselling sessions.

Requirements    

• A National Senior Certificate is essential
• The incumbent must be a qualified Social Worker, Psychologist or Counsellor and registered with the relevant regulatory body
• Minimum of 1 years' experience as a counsellor in a formal therapeutic role is essential
• Experience in Employee Assistance Programmes (EAP), corporate wellness services and/or a counselling call centre environment is preferred
• Language proficiency in English and either Venda (highly advantageous), Xhosa or Afrikaans
• MS Office proficiency - Essential

Duties & Responsibilities    

• Receive and screen all incoming calls from eligible clients.
• Assess client needs, detect high-risk and sensitive cases and provide immediate containment and intervention.
• Conducting a thorough and comprehensive assessment of the clients’ presenting problems.
• Develops a comprehensive service plan for each case based on needs assessment.
• Establishing and maintaining a supportive counselling relationship.
• Recommend or refer individual clients to an appropriate external resource for further intervention where clinically appropriate.
• Provide follow-up and after-care services for all clients.
• Managing all information related to client cases and answer any questions clients may have.
• The input of clinical data into the case management system.
• Manage cases referred to external service providers, including following up with providers for case feedback.
• Develop and maintain a comprehensive referral system for the purpose of referring clients to additional services.

Competencies    

• Excellent communication and interpersonal skills in alignment with global counselling standards
• Strong therapeutic, conceptual framework and clinical skills to efficiently and quickly understand clients’ needs and provide effective interventions
• Effective and professional responses to all client inquiries, concerns and complaints
• Appropriate levels of empathy, care and warmth balanced with firm therapeutic and ethical boundaries  
• Ability to work within a team and take instruction and supervision from management
• Good self-care and accountability for one’s own level of resilience