EAP Helpline Counsellor

Job description – EAP Helpline Counsellor

Location - Remote 

Main Purpose of the role

We provide a 24/7 confidential mental health and wellbeing support service to our client’s employees nationwide. Individuals can call our helpline to speak to a qualified counsellor about issues such as depression, anxiety, stress, debt advice and family issues. You will work from the office and from home on the EAP helpline answering inbound calls and live chats to support employees and managers, providing support, psychoeducation and signposting to external agencies were appropriate. Working as part of this team you will provide confidential support to our callers.

Working hours:

Monday to Thursday    -    09:00am to 17:30pm

Friday   Week 1              -    10:00am to 18:30pm

Friday   Week 2              -    11:00am to 19:30pm

Friday   Week 3              -    12:30pm to 21:00pm

(require working the above shift on a rotational pattern every 3 weeks)

Will need the ideal candidate to work 1 in 5 weekends as per below shift: -

Weekend shifts will include a mixture of the shift patterns on a rotational pattern: -

12:00 pm to 20:30pm

10:00 am to 18:30pm

09:00 am to 17:30pm

08:00 am to 16:30pm

Key Accountabilities and Responsibilities

Understand the principles of workplace counselling and a solution focused approach

Provide in the moment support calls to individuals calling the helpline, signposting to appropriate external agencies

Conduct telephone clinical assessments including referral for ongoing psychological and counselling support

Work to and exceed individual goals, for example, an individual goal is to support a minimum of 20 people through the helpline on a daily basis (20 calls per day)

Work to and exceed team goals, for example making a call back within 2 hours to provide the best and efficient support to that individual in need

Be confident in administering Psychometric Tools

Provide psychoeducation to callers to better understand their feelings and empower self-help

Manage high risk calls in accordance to PAM Wellbeing’s risk policy, be confident with supporting callers with trauma and those who are at risk

Deliver in the moment support and arrange follow up calls were appropriate

Provide assistance and information to managers/HR when calling the helpline

Update all information accurately on the system

Provide support through email or web function

Assist EAP Team with other administrative duties including referral work

Due to the demand of mental health services the ability to work under pressure is key, with the support of your peers and the clinical management team

Responding to general service enquiries via email, assisting EAP team and peers with other duties including referral work when opportunity arises

Responding to individuals and/or referrals received into EAP email inbox and actioning to call back as required

Flexible working approach required in supporting the needs of a 24 / 7 / 365 day per year service to meet the needs of our callers and organisations as outlined above

Work on additional projects to support the department

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Skills, Experience and Qualifications

Post Graduate Diploma in Counselling and/or Psychotherapy

BACP Registered member and/or other governing body, ideally working towards accreditation

Telephone support experience

A qualification in CBT would be advantageous but not essential

EAP Experience desirable but not essential

Computer literate is essential, with the ability to work with different systems

Our Values & Benefits

• We pay your auto-enrolment pension contribution of 8%, you can also make enhanced contributions which are matched up to a further 5%
• 33 days annual leave including bank holidays with the option to buy or sell up to 5 days (FTE)
• Life insurance scheme valued at 4x your annual salary
• Income protection
• Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
• Perkbox membership with amazing discounts on things like food and drink, retail and days out, all through our rewards scheme
• Long service rewards
• Flexible Working Hours
• Access to a 24/7 EAP Counselling line and a 24/7 GP line and wellness support
• Support with training and development
• Group Income Protection

PAM group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status.  We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.