Lead Weekend Counsellor

2 weeks ago

Manchester, United Kingdom The Portfolio Group Full time

Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add an EAP Counsellor to their team. Our client offers themost comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public, and non-profit sector, to business partners, individual users, employees,and their family members.

The role requires high levels of professional standards whilst working in a telephone environment, adhering to the company's core values, and achieving daily goals. The counsellor will work on a 24/7 helpline, providing in the moment emotional support toindividuals, conducting clinical assessments and signposting to specialised support services. The counsellor will also have an active caseload of structured telephone and/ or video counselling clients, including Online CBT clients and Power to Recover clients.

**Job Overview**

To assist the Counselling Managers in guiding the counselling teams in their objectives of providing in the moment therapeutic support and championing in house interventions. To support the team in achieving their daily goals, service level agreements andquality scoring, ensuring that all are working consistently and in line with organisational expectations.

**Day To Day Responsibilities**
- To provide an efficient and effective telephone counselling service to all callers
- To demonstrate robust understanding of Health Assured's internal policies and procedures
- Provide "In the moment support" to callers, adopting a Solution Focused approach and achieving a one call resolution
- Conduct full and robust clinical assessments in accordance with Health Assured's procedures, ensuring the most clinically appropriate support is identified
- To effectively identify and manage risk in accordance with Health Assured's "Risk Guidance Policy"
- To undertake training provided by Health Assured and to identify areas of learning; ensuring necessary research and self-learning take place
- Work to and exceed individual and team goals as per the KPI framework
- To support the team in working towards their own individual goals
- To assist the Counselling Team Manager and Workforce Planning in the monitoring of all queues, including the Counselling Advice Inbox and ensuring SLA achievement
- In the absence of the Counselling Team Manager to support with team meetings, including return to work meetings
- Provide support and training to new starters throughout induction and beyond
- To support the counselling team on a day-to-day basis with risk and safeguarding debriefs as an when required and ensure team members are following the Risk Guidance policy at all times
- To assist in the investigation and outcome of clinical complaints, and liaise with clients and service managers regarding service issues
- To complete MI clinical commentaries as and when required, providing thought leadership and clinical insight in regard to themes and trends
- To maintain a small caseload of STC/ Video clients, including online CBT and Power to Recover clients where appropriate
- To support with recruitment and attend interviews when required
- Demonstrate the ability to provide excellent customer service at all times and ensure external client enquiries are responded to within 24 hours of receipt

**Essential Skills and Competencies**
- Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
- To be a member of the BACP
- Relevant telephone experience
- High level of computer literacy (MS Office, Word, Excel and PowerPoint)
- High level of organisational ability; ability to work to tight deadlines and targets
- Good communication and customer service skills

**Desirable Skills and Competencies**
- Accredited with the BACP or eligible for the accreditation process
- EAP experience
- Experience of working in a target driven environment

**Why join our team?**

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and development,we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you'll soon discover that there are unlimited opportunities

**P967166LS**

**INDPENO

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