Client Care Counsellor – Advice Line Jobs

Spectrum Life

Location:
Republic of Ireland

Category:
Health and Beauty

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

We are looking for a proactive, reliable, and fully qualified Psychotherapist/Counsellor to help us provide access to professional services while also overseeing other individuals engaging in the service. The role of the EAP Advice line Counsellor is suited to fully qualified Psychotherapists / Counsellors. This role will require evaluating the needs of our clients, conducting screening assessments, assessing for any immediate risk, performing crisis containment, and signposting to any helpful resources.

Job Responsibility:

Carrying out screening assessments over the phone with individuals wishing to engage with EAP services, focusing on strengths as well as difficulties
To conduct risk assessments and implement risk management plans as appropriate, with the support of our Psychological Triage team and provide appropriate safety and action planning where necessary
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
Meet key objectives around call volume and quality
First point of contact to our clients via phone, sms, live chat and WhatsApp
To operate within all policies, procedures and guidelines of the EAP service
To participate in team meetings and attend other meetings as deemed necessary
Excellent customer service skills with strong written and verbal communication skills
Ability to cope with a high volume of incoming calls and chats
Works well under pressure
Enjoys working to targets around call volumes and call quality
To be flexible regarding working hours
Reviewing and handling of cases/queries that need to be investigated/escalated either from individual service user perspective or client organisational level
Liaising with clinical governance around complex, high risk case
Working on specific tasks required relating to service development, expansion of service
Work collaboratively with other clinical and non-clinical teams to ensure a seamless client experience for our clients

Requirements:

Hold a recognized qualification in Counselling or Psychotherapy
Minimum of 200 post-qualified accrued counselling hours
Full registered membership and/or accreditation with a professional association or organisation which is governed by a recognised code of ethics and disciplinary process (i.e. PSI, IACP, NAPCP, APCP, IAHIP, ICP, EAPA)
Strong computer skills and mastering current software and applications (such as Microsoft Office)
Ability to work at a fast paced environment and to meet key objectives around call volume and quality
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
Experience working with a variety of clients reflecting a wide range of clinical presentations
Experience of screening clients & carrying out initial screening appointments
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
Strong interpersonal and communication skills

Nice to have:

Experience working with clients using short term models of therapeutic intervention, particularly CBT
Experience working within a busy EAP service
Experience working on phone lines
Open to working part-time (Minimum 20-25 hours)

What we offer:

Part-time permanent contract
Work from home
Full training provided between Monday and Friday, 9 am to 5 pm, for 3 weeks
Career Progression for clinical and non-clinical colleagues
1 hour of individual clinical supervision per month in-house
Extensive list of employee perks and benefits

Additional Information:

Job Posted:
December 12, 2025

Employment Type:

Parttime

Work Type:

Remote work

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Client Care Counsellor – Advice Line