Responsible for provision of telephone-based consultation, counseling and informational services to members. Provides one-time or ongoing counseling and lifestyle management services, leveraging the outcomes tools in support of optimal care.
Anywhere in CALIFORNIA.
Monday-Friday 9am to 6pm pacific time zone.
1 summer and 1 winter holiday.
No nights and no weekends!
Provides telephone triage, crisis intervention and related services.- Assesses member's immediate clinical needs and utilizes appropriate clinical tools to identify and provide services.- Engages members and provides immediate support and assists with coping skills to address ongoing lifestyle management.- Determines appropriate intervention, action steps in dealing with member's situational concerns including members in crisis. Counseling:
Provides telephone counseling to individuals with a variety of presenting issues including but not limited to mental, emotional, disorders, conditions, addictions, lifestyle management and worklife concerns.
Can consist of individual, joint or family sessions,
Can be stand alone or on-going sessions
Provides clinical services utilizing a variety of advanced clinical assessments, therapeutic interventions and/or models, which supports the level of care and engagement of members and are in alignment with the member's theory of change.- Uses appropriate and acceptable judgment, clinical theories, knowledge, methods, ethics, and professional use of self to restore or enhance social, psychosocial, or biopsychosocial functioning of members.- Provides intensive case management and consultation for clinical risk cases and management referrals. Informational Services:
Provides information to members and providers regarding mental health, substance abuse benefits, community treatment resources, and related mental health programs- Assists members with linkage to resources to aid in the alleviation of stressors Team member support:
Collaborates with team of professionals in a way that supports a positive clinical outcome and continuity of care for all members- Interacts with internal and external providers as appropriate to discuss clinical questions and concerns regarding specific cases- Provides consultation to supervisors and other account representatives in order to facilitate appropriate EAP response to employees with performance, attendance, safety, and fitness for duty, critical incidents and other work related problems Compliance with Policies and Regulatory Standards:
Protects the confidentiality of member information and adheres to enterprise, EAP policies regarding confidentiality.- Maintains accurate and complete documentation of required information that meets risk management and regulatory requirements.- Maintains current licensure in good standing, seek professional development and meet all licensure requirements
Demonstrated ability to establish and maintain a high level of customer trust and confidence.
Experience working with diverse populations
Familiarity with brief therapy models and Motivational Interviewing
Experience in handling mental health and psychiatric care, family situations, relationship concerns.
1 year of EAP, Behavioral Health or Social Services experience
Crisis intervention skills preferred
Experience in facilitating patient/client positive behavioral change
Call Center experience.
Strong computer and literacy skills
Bilingual Spanish, Tagalog or other preferred
Maintain current licensure in good standing, meet licensure requirements within state of California guidelines and seek professional development
Current valid professional licensure to practice pre state of California regs in one or more: LPC, LMFT, LCSW, LMSW or equivalent
Masters degree in counseling profession required
Additional Job Information
Effective communication, telephonic and organization skills. Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word. Ability to effectively participate in a multi-disciplinary team including internal and external participants. Proficiency in multi-tasking and utilizing a multi-line phone system. Familiarity with basic terminology and concepts used in employee assistance/human services programs.
Percent of Travel Required
0 - 10%