Client Care Counsellor
2 weeks ago
Le conseiller clinique à la clientèle traite avec des patients qui vivent une situation d'urgence ou une crise qui nécessitent une attention immédiate, par téléphone ou par clavardage. La prise en charge des clients consiste, en une seule séance, à évaluer leurs besoins et les risques qu'ils présentent, à endiguer la crise, à les aider et à leur fournir les ressources nécessaires pour résoudre leurs difficultés.
Responsabilités
Fournir immédiatement du counseling téléphonique ou des interventions en cas de crise aux employés de nos organisations clientes et aux membres de la famille de ceux-ci;
Fournir immédiatement des consultations en gestion aux employés clés des organisations clientes;
Fournir immédiatement des renseignements et du soutien à l'appelant qui demande une intervention post-traumatique ou toute autre intervention au travail;
Prendre les transferts avec annonce de clients qui demandent à parler à un conseiller la première fois qu'ils appellent pour obtenir des services;
Cerner le problème présenté et déterminer le niveau d'intervention nécessaire conformément aux normes sur les niveaux d'intervention par dossier;
Évaluer les besoins du client et lui fournir du counseling téléphonique lorsque ce dernier n'est pas prêt à accepter une orientation, ou lui prendre un rendez-vous avec un conseiller;
Conseiller les appelants qui demandent un accès sur recommandation au nom d'un employé afin d'obtenir une évaluation au titre du PAE.;
Pour réussir dans son poste, le conseiller clinique à la clientèle devra détenir les qualifications et les titres suivants:
Maîtrise clinique en travail social, en sexologie, en counseling clinique, en psychologie clinique ou dans un autre domaine d'études cliniques;
Excellentes compétences en évaluation des risques en lien avec la protection de l'enfance, de préoccupations en matière de sécurité, de suicide, d'automutilation, d'abus de substances, etc.;
Bon jugement clinique et compréhension des responsabilités en matière de confidentialité
Solide éthique de travail et professionnalisme;
Capacités de travailler au téléphone et par clavardage;
Capacité de s'adapter aux besoins en constante évolution des clients et des organisations;
Capacité de travailler dans un environnement dynamique qui exige de mener plusieurs tâches de front lorsque c'est nécessaire;
Grande empathie et excellente écoute;
Capacité de travailler par quarts, les soirs de fin de semaine, etc., selon les besoins de l'entreprise.
Là où la loi le permet, les employés doivent être entièrement vaccinés pour accéder à un bureau de TELUS Santé ou de LifeWorks, ou aux locaux des clients.
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