Position Description

Telephone Counsellor
Requisition Number 7341
City Glasgow
Country United Kingdom
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Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of almost 5,000-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.

Telephone Counsellor
Employee Support Solutions
Glasgow, UK
Permanent, Full Time

Employee Support Solutions

Healthy, productive, and engaged employees drive organizational performance and success. Morneau Shepell’s Employee Support Solutions is comprised of industry-leading programs and services that work together to deliver a unique and holistic Total Health Solution to our clients, helping them engage their people.  Morneau Shepell is also the largest Employee and Family Assistance Program (EFAP) provider in the world. Confidential professional support is available to employees and family members in-person and telephonically, as well as digitally through E-Counselling, Video Counselling, First Chat (online chat), and our My EAP mobile device application, to help resolve work, health, and life challenges. Our award winning innovations and technology help to ensure that our support solutions are available anytime, anywhere.

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. This role will work in the Renfrew office as a proactive member of a diverse team of counsellors and consultants sharing ideas and information in a mutually supportive relationship.

• 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.
• 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.  

Succeeding as a Telephone Counsellor will require the following core qualifications and skills

• Previous counselling experience both face-face and by telephone.
• Accredited by a recognised body e.g. COSCA, BACP, UKCP, BPS or equivalent, or holds a counselling qualification accredited by COSCA, BACP or similar.
• Experienced professional with background in counselling.
• Understanding of complementary national and local resources i.e. GPs, long term counselling services, alcohol/drug dependency programmes.
• Experience and training in short term therapy work.
• 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.




Job Grade: MS3

Fulfilling work that matters

Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours. 

We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.

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