Clinical Consultant - Case Manager

EAP Case Manager Job Purpose

Provide quality telephonic counselling to Kaelo EAP clients, including employees and managers.

EAP Case Manager Job Duties

• Manage cases referred by the inbound EAP team by providing counselling, coaching and guidance related to the unique challenges faced by the client
• Schedule follow-up counselling sessions with the client in order to provide the counselling, support and/or coaching required
• Have the ability to refer the client to other support structures with the aim of holistic support
• Engage client(s) in a comprehensive short-term solution focused counselling intervention
• Log case notes on all interactions with clients on the EAP system.

Education and Experience

• Psychologists, social workers or registered counsellors
• A minimum of 3 years EAP experience
• Registered with the relevant professional body
• Proficient in relevant computer applications
• Required language proficiency
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Some experience in a call centre or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes.

Key Competencies

• Verbal and written communication skills
• Phone skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Stress tolerance
• Resilience

 

PERSONAL ATTRIBUTES : COMPETENCIES 

• Accountability
• Communication
• Business writing skills
• Efficient and effective mindset
• Planning and organisation
• Resilient and adaptive
• Self-development
• Significance and values oriented
• Ethical