Job Description – EAP Helpline Counsellor
Location: Homebased/Occasional Travel

Main Purpose of the Role
We provide a 24/7 confidential mental health and wellbeing support service to our client’s employees nationwide. Individuals can call our helpline to speak to a qualified counsellor about issues such as depression, anxiety, stress, debt advice and family issues. You will work from the office and from home on the EAP helpline answering inbound calls and live chats to support employees and managers, providing support, psychoeducation and signposting to external agencies where appropriate. Working as part of this team you will provide confidential support to our callers.

Working Hours
Monday – 13:30 – 22:00
Tuesday – 09:00 – 17:30
Wednesday – 09:00 – 17:30
Thursday – 09:30 – 18:00
Friday – 09:00 – 17:30
1 in 5 weekends:
Saturday – 12:30 – 21:00
Sunday – 12:30 – 21:00
(Require working the above shift on a rotational pattern every 3 weeks)

Will need the ideal candidate to work 1 in 5 weekends as per below shift:
Weekend shifts will include a mixture of the shift patterns on a rotational pattern:
12:00 pm to 20:30pm
10:00 am to 18:30pm
09:00 am to 17:30pm
08:00 am to 16:30pm

Key Accountabilities and Responsibilities

• Understand the principles of workplace counselling and a solution focused approach
• Provide in the moment support calls to individuals calling the helpline, signposting to appropriate external agencies
• Conduct telephone clinical assessments including referral for ongoing psychological and counselling support
• Work to and exceed individual goals, for example, an individual goal is to support a minimum of 20 people through the helpline on a daily basis (20 calls per day)
• Work to and exceed team goals, for example making a call back within 2 hours to provide the best and efficient support to that individual in need
• Be confident in administering Psychometric Tools
• Provide psychoeducation to callers to better understand their feelings and empower self-help
• Manage high risk calls in accordance to PAM Wellbeing’s risk policy, be confident with supporting callers with trauma and those who are at risk
• Deliver in the moment support and arrange follow up calls where appropriate
• Provide assistance and information to managers/HR when calling the helpline
• Update all information accurately on the system
• Provide support through email or web function
• Assist EAP Team with other administrative duties including referral work
• Due to the demand of mental health services the ability to work under pressure is key, with the support of your peers and the clinical management team
• Responding to general service enquiries via email, assisting EAP team and peers with other duties including referral work when opportunity arises
• Responding to individuals and/or referrals received into EAP email inbox and actioning to call back as required
• Flexible working approach required in supporting the needs of a 24/7/365 day per year service to meet the needs of our callers and organisations as outlined above
• Work on additional projects to support the department

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Skills, Experience and Qualifications

• Post Graduate Diploma in Counselling and/or Psychotherapy
• BACP Registered member and/or other governing body, ideally working towards accreditation
• Telephone support experience
• A qualification in CBT would be advantageous but not essential
• EAP Experience desirable but not essential
• Computer literate is essential, with the ability to work with different systems

Our Values & Benefits

• We pay your auto-enrolment pension contribution of 8%, you can also make enhanced contributions which are matched up to a further 5%
• 33 days annual leave including bank holidays with the option to buy or sell up to 5 days (FTE)
• Life insurance scheme valued at 4x your annual salary
• Income protection
• Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
• Perkbox membership with amazing discounts on things like food and drink, retail and days out, all through our rewards scheme
• Long service rewards
• Flexible Working Hours
• Access to a 24/7 EAP Counselling line and a 24/7 GP line and wellness support
• Support with training and development
• Group Income Protection

PAM Group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status. We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.