Job Openings >> Immediate Support Counsellor
Immediate Support Counsellor
Title:Immediate Support Counsellor
Department:Client Services
Location:Glasgow, UK

To deliver a consistent, high quality service to employees of LifeWorks' client organisations who are seeking help in managing their work and personal lives through providing counselling, support and information, both by telephone and per email, in line with the policies and guidelines of LifeWorks.

Key Accountabilities:

  • To conduct a thorough assessment of the caller's needs in line with the Service Delivery call management system.
  • Provide counselling support as well as accurate and impartial information to callers who are experiencing work/life problems arising from matters such as increased anxiety, health issues, family difficulties or psychological problems.
  • Where required, to conduct structured telephone counselling sessions based on a brief, solution focused intervention model, working with the caller to identify and resolve problems.
  • Provide expertise and support in specialist areas such as bereavement counselling, relationship counselling, depression or substance abuse.
  • Provide advice and support to managers dealing with troubled employees and act in liaison with line managers and other departments such as OH, Personnel in order to develop and implement solutions.
  • Adhere to LifeWorks' case management system and clinical procedures as regards clinical assessment and referral of callers, liaison with affiliate counsellors, risk management, formal managerial referrals, on-going case recording, case closure, evaluation procedures etc.
  • Locate, consult with and refer to external and internal resources where appropriate in response to client's identified needs.
  • Take part in clinical supervision sessions both internally in group sessions, and in individual sessions with an external supervisor (provided) in line with BACP guidelines.
  • Participate in any special projects that assist the team in delivering the service.
  • Be aware of LifeWorks' confidentiality guidelines and adhere to their established confidentiality procedures.
  • Be prepared to travel to Client Company sites.

Knowledge, Technical Skills, Qualifications & Experience:

  • Bachelor's degree in counselling, social work, psychology, social psychology or related field.
  • Relevant counselling internships and training (both face-face and by telephone counselling).
  • Accredited by a recognised body e.g. COSCA, BACP, UKCP, BPS or equivalent, or holds a counselling qualification accredited by COSCA, BACP or similar.
  • Understanding of complementary national and local resources i.e. GPs, long term counselling services, alcohol/drug dependency programmes.
  • Understanding of short term therapy work methods.
  • Knowledge of employee assistance programming (EAP) practises.
  • A mature personality with an ability to manage the different aspects of the role, to work under pressure, be accurate and have an eye for detail.
  • Sensitivity and empathy in handling personal problems.

Keys to Success:

  • Meet Call Answering Objectives
  • Meet Case Quality Objectives
  • Contribute to Maintaining an Engaged, Positive Team Culture

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