Intake Call Centre Counsellor

JOB OPPORTUNITY: Intake Call Centre Counsellor

**Intake Call Centre Counsellor - **Competition #104-22

Do you have a gift for building rapport in highly emotional situations?

Are you looking for an opportunity to deepen your clinical skills?

Would you thrive in a fast-paced team environment where the details matter?

**JOIN US**

ABOUT FAMILY SERVICES EMPLOYEE ASSISTANCE PROGRAM (FSEAP)

Family Services Employee Assistance Program (FSEAP) provides clinical counselling services to employees of client organizations who may be experiencing problems in their personal, family, or work lives. In addition, the program provides a variety of organizational services to its corporate clients, including workplace consulting and training, and critical incident stress management responses. As a social enterprise OF Family Services of Greater Vancouver (FSGV), FSEAP is a fee-generating business, with all of its profits going to support the larger work of FSGV and the Greater Vancouver community.

HERE’S WHAT WE CAN DO TOGETHER

As an intake call centre counsellor you will provide comprehensive clinical intake services to our FSEAP clients. As the first point of contact you will build rapport, provide telephone counselling, stabilize crisis situations and conduct intake assessments to ensure clients get referred to the right resources. You will also coordinate Critical Incident Responses in consultation with management and client organizations. You will adeptly handle multiple demands on your time, prioritize and complete work previously started by colleagues so that client needs get met promptly and records are kept meticulous, as you continue to learn and integrate policies and procedures. You are a clear, skillful, and compassionate communicator with well developed boundaries and time management skills.

WHAT YOU BRING

**Education**:

- Masters Degree in Counselling Psychology or Social Work or related field

**Experience/Skills**:

- Minimum one year experience in a clinical setting
- Superior clinical skills, including significant understanding of mental health and substance abuse issues and short-term, solution-focused treatment approaches
- Exceptional case management skills, including knowledge of community resources and ability to assist clients to effectively access, utilize, and benefit from those resources
- Demonstrated ability to create and manage professional clinical records with exacting detail
- Second language would be an asset, but is not required.

ADDITIONAL REQUIREMENTS
- Must be registered with a professional body in the province of BC
- Successful completion of criminal record check
- Proof of** Covid-19 **vaccination status will be required

YOUR KEY CONTRIBUTIONS
- **Commitment to Excellence**:Identifies and prioritize tasks, develop and implement plans ensuring optimal use of resources, evaluates and documents outcomes, and adjusts activities in order to meet or exceed expectations.
- **Technological Competence and attention to detail. **Effectively utilizes appropriate technology to manage information, maintain records and communicate with clients, colleagues and community partners.
- **Personal Effectiveness**:Maintains effectiveness in the face of stress, change and challenging situations, demonstrating both adaptability and a commitment to learning. Is aware of own assumptions, values, principles, strengths and limitations and acts consistently with integrity and in alignment with relevant ethical guidelines. Appropriately manage one’s own emotions and strong feelings; maintain a calm and tactful composure under a broad range of challenging circumstances; and think clearly and stay focused under pressure.
- **Collaborative Communication**: Works collaboratively with others to achieve common goals and positive results. Builds rapport and maintains relationships based on mutual respect and trust, appropriate sensitivity and transparency, empathy, and compassion with clients, colleagues, professional associates and the greater community. Encompasses skills of tact, diplomacy, and cultural sensitivity in all encounters with others.
- **Client-Centered Service**:Meets clients where they are. Facilitates, supports, and empowers client motivation and engagement in their own care. Collaborates with clients to identify and design success. Engages clients actively in the change process, encouraging them to take responsibility for their outcomes. Proactively seeks out resources and employs strategies to ensure clients’ needs are met.
- **J**ud**gment & Decision Making**:demonstrates sound judgment and critical thinking in assessing client needs, responding to high-intensity situations and making appropriate referrals.

WHAT WE OFFER YOU

FSEAP offers purposeful careers, serving the most vulnerable members of our community. This role offers you the opportunity to make a positive impact in our community. We provide a comprehensive compensation package, with pension and generous extended healt