Responsible for provision of telephone-based assessment, triage, consultation, counseling, and informational services, delivered in a call center environment using a variety of advanced clinical assessments, motivational Interviewing, and solution focused/short-term problem resolution.

Provides risk, substance abuse and mental health assessments to develop immediate action/safety plans based on level of urgency.

Understands various levels of care (mental health and substance use) to aid in appropriate recommendation of care based on the assessment of need. 

Has an excellent ability to join with and collaborate with a member to understand their needs and be in alignment with the member’s theory of change.

Provides information to members regarding mental health, substance abuse, community treatment, and related mental health programs to assist members with linkage to resources to aid in the alleviation of stressors.

Collaborates with professional teams to support a positive clinical outcome and continuity of care for all members.

Requires use of multitasking skills to type/document while also using other tools to assist with call handling while speaking with members.

Position protects the confidentiality of member information and adheres to enterprise, EAP policies regarding confidentiality.  

Position maintainsaccurate and complete documentation of required information that meets risk management and regulatory requirements.

Position maintains current independent behavioral health license in good standing in the state where they reside, seeking professional development and meeting all state licensure requirements.

• 1+ years of crisis intervention skills 

• Valid unrestricted independent professional behavioral health clinical license to practice per state regulations in the state they reside in/ one or more or equivalent is required: LPC (Licensed Professional Counselor), LP, LMFT (Licensed Marriage and Family Therapists), LCSW (Licensed Clinical Social Workers), LCPC, LMHC, LCMHC, LICSW, LISW, Clinical Psychologist.

• 1+ years of EAP, Behavioral Health, or Social Services experience

• Experience working with diverse populations

• Familiarity with brief therapy models and Motivational Interviewing 

• Call Center work experience preferred

• Ability to establish and maintain rapport quickly to develop an elevated level of customer trust

• Experience in facilitating patient/client positive behavior change

• Strong computer and literacy skills 

• 24x7x365 call center coverage needed, holiday coverage may be required

• Experience in handling mental health, psychiatric care, family situations and relationship concerns preferred