Client Care Counsellor at LifeWorks

New Zealand

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. We are the organisation who support the whole person through total wellbeing-financial, physical, social and mental wellbeing. Our digital solutions provide all-encompassing mental, physical and social support – and are available when employees need them most. We are a leading provider of EAP programs. About the role This is a blended role where no two days will be the same. 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. Individuals are a resilient health care professional, with confidence in managing mental health risk triage, assessment, and risk management in a fast-paced environment. The right person is required to manage high call volumes and chats discussing mental health symptoms and life circumstances with the ability to offer counselling, strategies, and information to anyone who reaches out for support. Day-to-Day activities Provides immediate telephone crisis counseling/interventions to employees and family members of customer organisations; Provides immediate management consultation to key employees within customer organisations; Provides 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 Counsellor 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 Counsellor; Clients will be individual employees as well as managers seeking support. What do we need? 3+ years’ experience postgraduate. Registered with the relevant health professional body (NZAC for Counsellors; NZPB for Psychologists; SWRB for social workers). Excellent micro counselling skills Self-motivated with good digital literacy, strong administration, and time management skills 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. Abilities to work over the phone and through chats; Ability to adapt to both the ever-changing client and organisational needs; Ability to work in a fast-paced environment and to multi-task when needed; Strong empathy and listening skills; Flexibility to work shifts starting from 10am-6pm New Zealand time during the week. 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 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. 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. Being part of the team at TELUS Health is more than a job; it’s a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long-term relationships along the way. A place to experience more Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world. Talented people who care Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone. Work that matters Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.