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Client care counsellor

3 months ago

Ottawa, Canada LifeWorks Full time

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.

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.

Responsibilities:
  1. Provides immediate telephone crisis counseling/interventions to employees and family members of customer organizations;
  2. Provides immediate management consultation to key employees within customer organizations;
  3. Provides immediate information and support to the caller requesting a trauma or other workplace intervention;
  4. Respond to warm transfers of clients who request to speak to a Counselor upon their initial call for services;
  5. Identify the present problem and determine appropriate service response level as per case response level standards;
  6. Assess client’s needs and provide telephone counseling when the client is not prepared to accept a referral, or book an appointment with a Counselor;
  7. Provide consultation to callers who are requesting an Assisted Referral for an employee for an EAP assessment.
Core Qualifications and Skills:
  1. Completed a Clinical Master’s Degree in either Social Work, Sexology, Clinical Counseling, Clinical Psychology or another clinical field of study;
  2. Strong Computer skills and mastering current software and applications (such as Microsoft Office);
  3. Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.;
  4. Good clinical judgement and understanding of your responsibilities regarding confidentiality;
  5. Strong work ethic and professionalism; abilities to work over the phone and through chats;
  6. Ability to adapt to both the ever changing client and organizational needs;
  7. Ability to work in a fast-paced environment and to multi-task when needed;
  8. Strong empathy and listening skills;
  9. Flexibility to work shifts, weekends, evenings etc. as per business needs.

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.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

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