Client Care Counsellor

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.

We are the organisation who support the whole person through total wellbeing-financial, physical, social and mental wellbeing. Our digital solutions provide all-encompassing mental, physical and social support – and are available when employees need them most.

We are a leading provider of EAP programs.

About The Role

This is a blended role where no two days will be the same.

A Client Care Counsellor manages clients facing urgent or crisis situations requiring immediate attention via telephone or chat modalities. Taking care of our clients’ means evaluating needs, assessing risks, crisis containment, assisting in single sessions and providing necessary resources to resolve challenges.

Individuals are a resilient health care professional, with confidence in managing mental health risk triage, assessment, and risk management in a fast-paced environment.

The right person is required to manage high call volumes and chats discussing mental health symptoms and life circumstances with the ability to offer counselling, strategies, and information to anyone who reaches out for support.

Day-to-Day activities

• Provides immediate telephone crisis counseling/interventions to employees and family members of customer organisations;
• Provides immediate management consultation to key employees within customer organisations;
• Provides immediate information and support to the caller requesting a trauma or other workplace intervention;
• Respond to warm transfers of clients who request to speak to a Counsellor upon their initial call for services;
• Identify the present problem and determine appropriate service response level as per case response level standards;
• Assess client’s needs and provide telephone counseling when the client is not prepared to accept a referral, or book an appointment with a Counsellor;
• Clients will be individual employees as well as managers seeking support.

What do we need?

• 3+ years’ experience postgraduate.
• Registered with the relevant health professional body (NZAC for Counsellors; NZPB for Psychologists; SWRB for social workers).
• Excellent micro counselling skills
• Self-motivated with good digital literacy, strong administration, and time management skills
• 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.
• Abilities to work over the phone and through chats;
• Ability to adapt to both the ever-changing client and organisational needs;
• Ability to work in a fast-paced environment and to multi-task when needed;
• Strong empathy and listening skills;
• Flexibility to work shifts starting from 10am-6pm New Zealand time during the week.

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.

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.