Client Care Counsellor at TELUS in Melbourne, Victoria, Australia

Client Care Counsellor Location: Melbourne, Victoria, Australia TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Provides counselling services for Morneau Shepell's Employee Assistance Program (EAP) Client Care Counsellor Hybrid/Remote Working Arrangements About TELUS Health TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading-edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Join our team and make a real difference in people's lives. About the Role We are seeking a compassionate and skilled Client Care Counsellor to join our dynamic team. In this critical role, you'll provide immediate crisis counselling and support to employees and their families through telephone and chat modalities. As a Client Care Counsellor, you'll manage clients facing urgent or crisis situations requiring immediate attention, conduct risk assessments, provide crisis containment, deliver single-session interventions, and connect clients with appropriate resources. This position plays a vital role in supporting mental health and wellbeing for clients across customer organizations, directly contributing to TELUS Health's mission to improve health outcomes and build a healthier future. Role & Responsibilities Provide immediate telephone crisis counselling and interventions to employees and family members of customer organizations Deliver immediate management consultation to key employees within customer organizations Provide immediate information and support for trauma or workplace intervention requests Respond to warm transfers of clients requesting to speak with a Counsellor upon initial contact Identify presenting problems and determine appropriate service response levels according to case response standards Assess client needs and provide telephone counselling when clients are not prepared to accept referrals or book appointments Support both individual employees and managers seeking assistance Manage high call volumes and chat sessions discussing mental health symptoms and life circumstances Offer counselling strategies and information to anyone reaching out for support Skills & Experience Required Essential: Minimum 2 years of counselling experience, specifically in managing risk calls and crisis management Experience with brief interventions via chat and telephone modalities Strong risk assessment skills regarding Child Welfare/Safety concerns, Suicide/Self-Harm, and Substance Abuse Professional qualifications in Counselling, Psychology, or Social Work Professional registration with relevant health professional body (AHPRA, AASW, ACA, or PACFA) Crisis intervention and containment skills Flexibility to work between 7am and 9pm (AEST) during weekdays Desirable: Experience in employee assistance programs (EAP) Knowledge of Australian mental health resources and support services Calm demeanor under pressure with excellent problem-solving abilities What We Offer At TELUS Health, we offer more than just a job – we offer the opportunity to be part of a global movement empowering every person to live their healthiest life, while building healthier, happier workplaces across Australia and beyond. Competitive salary package with role-based incentives 2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnerships Comprehensive insurance coverage including Total Disability and Death Cover Employee Assistance Program (EAP) and access to leading health & wellbeing platforms Flexible work arrangements – work remotely, in-office, or hybrid that suits your lifestyle Award-winning Amazing People Performance Development program to accelerate your growth Career mobility across local and global locations within our 100,000+ team member organization LinkedIn Learning account with unlimited access to thousands of professional courses 6 employee-led Diversity & Inclusiveness resource groups with 7,000+ members Values-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomes A bit about us We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process. Additional Locations: Brisbane, Queensland, Australia