Portfolio

Job Description

  • Job Reference:P970309LS6R12_1695989265

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Lara Salmons

  • Job Location: London

  • Job Title: Helpline Counsellor

  • Job Salary: £27,000 - £31,000 Per Annum

Posted On: 29th September 2023

Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add an Helpline Counsellor to their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.

The role requires high levels of professional standards whilst working in a telephone environment, adhering to the company’s core values and achieving daily goals. The counsellor will work on a 24/7 helpline, providing in the moment emotional support to individuals, conducting clinical assessments and signposting to specialised support services. The counsellor will also have an active caseload of structured telephone and/ or video counselling clients, including Online CBT clients and Power to Recover clients.

Job Overview

Providing immediate emotional support and guidance to callers on the 24/7 helpline – completing clinical assessments and signposting appropriately. The Wellbeing Practitioner will complete risk assessments and work in line with the BACP code of ethics – ensuring the highest level of service and support is provided to callers. The role also includes an allocated day of structured telephone/ video counselling clients – hour can be counted towards BACP accreditation.

Day to Day Responsibilities as a Helpline Counsellor:

* To provide an efficient and effective telephone counselling service to all callers
* To answer all calls within 8 seconds and triage to determine the most appropriate type of support required; demonstrating a thorough understanding of the Health Assured products legal advice, counselling support, medical helpline etc
* To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk
* Provide “In the moment support” to callers, adopting a Solution Focused approach and achieving a one call resolution
* To take accurate information and record on the Health Assured data base
* Conduct full and robust clinical assessments in accordance with Health Assured’s procedures, ensuring the most clinically appropriate support is identified
* To effectively identify and manage risk in accordance with Health Assured’s “Risk Guidance Policy”
* To undertake training provided by Health Assured and to utilise appropriate skills within calls, working with trauma, working with suicide, clinical assessment, safe guarding etc
* Work to and exceed individual and team goals as per the KPI framework
* Personally, ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service
* To maintain an active caseload of STC/ Video clients, including online CBT and Power to
* Recover clients – up to 6 clients on an allocated day
* Demonstrate the ability to provide excellent customer service at all times

Essential Skills and Competencies:

* Minimum diploma level 4 in Counselling & minimum of 100 counselling hours
* To be a member of the BACP or equivalent
* Relevant telephone experience
* High level of computer literacy (MS Office, Word, Excel and PowerPoint)
* High level of organisational ability; ability to work to tight deadlines and targets
* Good communication and customer service skills

Desirable Skills and Competencies:

* Accredited with the BACP or eligible for the accreditation process
* EAP experience
* Experience of working within a target driven environment

Employee Benefits:

* BACP (or equivalent) membership and accreditation paid for
* BACP CBD Hub
* Up to £60 per month for supervision
* Inhouse supervision
* Monthly incentives such as weekends away!
* Supervision
* 25 Days Holiday + Bank Holidays (plus an additional 2 days after 2 years service)
* Birthday Off/Mental Health Day
* Profit Share Scheme
* Perkbox (staff discount scheme)
* Christmas bonus after 3 years of service
* Contributory Pension Scheme
* Fab Fridays- dress down & free treats
* Allied Pride Network
* Social events throughout the year
* Free breakfast on Mondays
* Fresh fruit delivered to the office each week
* Free annual flu vaccine
* Private health insurance after 5 years service
* Life Insurance
* Discounted eye test
* Discounted glasses/contact lenses prescription

P970309LS6R12

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