Description
Job Purpose
:
To create business opportunities for the wellness centre; manage the existing businesses in an efficient manner as well as provide psychosocial and counselling services to our clients.
Principal Duties and Responsibilities
SERVICE MANAGEMENT
Coordinate, manage and lead a safe, professional and accessible telephone counselling service.
Prioritize conflicting needs; handle matters expeditiously, proactively, and follow-through on projects to their successful completion, often with deadline pressures.
SERVICE DELIVERY
To ensure safeguarding protocols/procedures are adhered to.
To liase with admin support as appropriate.
To report to and liase with line management regarding the delivery of the service.
To ensure that client complaints are investigated and dealt with appropriately.
To maintain and manage client record systems.
To maintain and manage the counselling waiting list.
BUSINESS DEVELOPMENT
Develop and implement a business plan for the service.
To promote and publicise the counselling service among relevant agencies, referrers, service users and potential service users.
Liase and network with relevant statutory and voluntary sector partners.
Prepare Budget
Manage income from counselling clients.
Schedule meetings and attend all meetings.
TRAINING
Identify potential training needs for telephone counsellors and volunteers.
Coordinate customer service training for wellness counsellors
Coordinate the production of training packages & manuals for organizations, schools and families.
Liaise with the clinical and psychology leads of the unit to organize clinical training for the counsellors
PERSON SPECIFCATION
Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
Very strong interpersonal skills and the ability to build relationships with stakeholders, including patients, staff and external partners
Expert level written and verbal communication skills
Proactive approaches to problem-solving with strong decision-making capability
Emotional maturity
Highly resourceful team-player, with the ability to also be extremely effective independently
Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response
Proven ability to achieve high performance goals and meet deadlines in a fast paced environment
Forward looking thinker, who actively seeks opportunities and proposes solutions
EDUCATION AND EXPERIENCE REQUIREMENTS
A minimum of a Master's degree in Psychology, Social Work, or Counselling
Minimum of 5 years work experience
Knowledge in Employee Wellness Initiative, Stress management etc
Excellent communication skills
Ability to empathize with clients
Ability to leverage internal and external resources as part of a client treatment plan
Willingness to work on-call
Experience writing assessments and reports to monitor client progress
Interested in Research
Strong problem solving abilities
Ability to react immediately, yet calmly, to crisis situations and quickly build rapport with your callers
Must demonstrate compassion and understanding for people dealing with potentially life-threatening situations and be able to assess serious issues, such as the potential for suicide.
Should also be able to maintain professional boundaries and be able to effectively manage high levels of stress.
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