Client Care Counsellor (Anywhere in UK)

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.

Note: This is an assessment-based role and hours will not count towards accreditation.

The Client Care Counsellor receives high risk or crisis calls triaged from our non-clinical intake staff. Our clients have access to an on-the-spot, single counselling session to manage the immediate issue. Your responsibilities are to assess and mitigate risk within the single session and if needed, to provide a referral to continuing support. Presenting issues could include stress, anxiety, depression, domestic violence, child welfare, suicide, self-harm, etc.

Responsibilities

• Assess client’s needs and provide immediate telephone crisis counselling/interventions to employees and family members of customer organisations

• Identify the presenting problem and determine appropriate service response level as per case response level standards

• Assess client’s risk level and provide appropriate safety and action planning where necessary

• Offer counselling interventions to clients who may only require immediate support in the moment

• Work collaboratively with other clinical and non-clinical teams to ensure a seamless client experience

• Meet key objectives around call volume and quality.

Succeeding as a Client Care Counsellor will require the following core qualifications and skills:

• Hold a relevant qualification in Counselling (minimum Level 4 in England and a minimum Level 10 in Scotland)

• Minimum of 100 accrued counselling hours.

• Membership with a professional association is a requirement

• Strong computer skills and mastering current software and applications (such as Microsoft Office)

• 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

• Ability to work over the phone and through chat

• Ability to adapt to both the ever changing client and organizational needs

• Ability to work in a fast-paced environment and to multi-task, when needed

• Strong empathy and listening skills

• Flexibility to work shifts, weekends, evenings, holidays etc. as per business needs

• Commit to 35 hours per week, to be worked over 5 days, Monday through Sunday. Shifts would be 8 hours in length, with a 1 hour break, between the hours of 7am-10pm. Shifts may vary from week to week however, the schedule is available 3 months in advance.

Professional Development

By working at our Care Access Centre, you will have the opportunity to develop a variety of professional skills as well as address constructive, interesting, and rewarding challenges. The diversity of the clients and the problems encountered will allow you to develop your skills rapidly as a clinical practitioner. In addition, you will have the opportunity to share your clinical knowledge with a multidisciplinary team of more than 50 clinicians from various fields! Different avenues, depending on opportunities, are also possible in terms of advancement for those demonstrating excellence in their work, as TELUS Health continues to grow and offer different modalities to support our clients (tele-counselling, face-to-face, chat counselling, etc.).

You will receive a permanent position with benefits package including:

• Pension benefit

• Private Medical Insurance including Digital GP

• Healthcare Cash Plan

• Dental Plan

• Life Insurance

• Group Income Protection

• 24 paid holidays per year in addition to 8 bank holidays and two wellbeing days

• Access to the TELUS Health app which includes hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more.

• Clinical Excellence Awards – rewarding performance of our counsellors when they meet key metrics

• EAP support provided internally in a fully confidential manner to ensure you get the support you need.

• You will benefit from growth opportunities in a company that promotes from within. Career paths include Tele-counselling, Video-counselling roles and Organisational Services role (Trauma and Management Consultations)

• You will work in an environment that values employee engagement, innovation and client service excellence.

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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. 

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.

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.