At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.
Client Care Counselor
Lifeworks by Morneau Shepell
Remote Work USA
Permanent, Full Time
LifeWorks
LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks by Morneau Shepell. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.
As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks by Morneau Shepell uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies – such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada – love to use.
Morneau Shepell employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.
Summary
As a Client Care Counselor, you will manage 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.
Responsibilities
Providing telephonic clinical assessments, short term problem solving & referrals to EAP users across the country
Providing troubled employee consultations & critical incident stress management for client organizations
Conducting Problem Gambling assessments & referrals on several state-specific Problem Gambling Help Lines
Participating in clinical staffing & in-house trainings
Strong emphasis on customer service in dealing with employees of client organizations, Human Resources/Managers of client organizations, contracted affiliate counselors, gamblers and concerned others, insurance companies and more
Tracking cases to ensure connection with the appropriate referral
Assisting contracted affiliate counselors with inquiries regarding referrals
Troubleshooting on various issues including technical/website questions from affiliate counselors
Clinical Associates are strongly encouraged to achieve independent licensure
Succeeding as a Client Care Counselor will require the following core qualifications and skills
A Master’s Degree in Counseling Psychology, Social Work, or another clinical counseling field
Ability to multi-task and provide clinical behavioral health services
Excellent risk assessment skills, and an ability to adapt quickly to a client’s changing needs
Strong clinical judgment and an understanding of your responsibilities with confidentiality
Experience working with substance-related & addictive disorders is an asset
Strong organization skills, ability to follow-up on cases to ensure connection to referrals
Fluency in English and bilingualism in Arabic, Cantonese, Hindi, Japanese, Korean, Mandarin, Portuguese or Spanish is an asset.
Passionate about helping others
Competency to provide a dedicated and meaningful counseling experience to participants over the phone
Empathic and excellent active listening skills
Flexible work from home schedule or on premise as our offices are located with easy access by public transportation
Knowledge of Salesforce and to learn a proprietary case management system.
Professional Development
By working at our Care Access Center, you will have the opportunity to develop a variety of professional skills as well as address constructive, interesting and rewarding challenges. The diversity of the clients and the problems encountered will allow you to develop your skills rapidly as a clinical practitioner. In addition, you will have the opportunity to share your clinical knowledge with a multidisciplinary team of more than 50 clinicians from various fields! Different avenues, depending on opportunities, are also possible in terms of advancement for those demonstrating excellence in their work, as Morneau Shepell continues to grow and offer different modalities to support our clients (telecounselling, face-to-face, chat counselling, etc.).
Advantages to joining our team:
Receive a permanent position with a competitive benefits package.
Access to a robust training program that prepares you for your role.
Benefit from growth opportunities in a company that promotes from within.
Work in an environment that values employee engagement, innovation and client service excellence.
Job Grade: MS3
About LifeWorks
LifeWorks is a global leader in delivering technology-enabled solutions that help clients support the total wellbeing of their people and build organizational resiliency.
By improving lives, we improve business. Our solutions span employee and family assistance, health and wellness, recognition, pension and benefits administration, retirement and financial consulting, actuarial and investment services.
LifeWorks employs over 6,000 employees who work with some 24,000 client organizations that use our services in more than 160 countries.
LifeWorks is a publicly traded company on the Toronto Stock Exchange (TSX: LWRK).
For more information, visit lifeworks.com.
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