EAP Clinical Counsellor - Manager

Workplace Options is the worlds largest integrated employee support services and work-life provider. Drawing from an international network of credentialed providers and professionals, we provide world-class employee support and work-life services, wellness coaching, counselling referrals and consultation on a variety of issues ranging from work and personal stress to mental health symptoms and crisis support. Our service centres are located in Raleigh (USA), Toronto & Montreal (Canada), London (UK), Dublin (Ireland), Lille & Paris (France), Lisbon (Portugal), Bangalore (India), Tokyo (Japan), Jakarta (Indonesia) Ghent (Belgium), Dubai (UAE) Shanghai (China) and Singapore (Singapore). We provide support to over 75 million employees in 115,000 organizations across more than 200 countries and territories.

Workplace Options have an exciting opportunity for a qualified Clinical Team Manager to join our clinical team in Montreal. Our clinical department provides counselling services on a global scale including telephonic support, clinical case management, structured telephonic counselling, applicable resource referral and short-term counselling. This position will have a hybrid schedule with three days working in the office and two days working from home each week.

Position Responsibilities:

• Maintain a positive and motivated work environment by exemplifying the WPO culture and leading through example.
  
• Stay up-to-date and knowledgeable of company-wide & department-specific policies, regional employee benefits, WPO promise and company initiatives put in place by Human Resources, Leadership & Clinical department.
  
• Communicate company-wide & team-specific messaging to produce understanding, commitment and motivation from the team.
  
• Facilitate team lead meetings as necessary to coordinate office strategy and build team morale.
  
• Monitor & work within the company s workforce management system (Calabrio) to ensure team is adhering to schedule.
  
• Assist HR with interviewing of counselor candidates.
  
• Hold individual 1:1 meeting with the counsellors on the team to review outstanding concerns regarding quality, productivity, referral outcomes and/or process.
  
• Develop counselor-specific action plans (and/or PIPs) via collaboration with coaches & RP data-analysis.
  
• Work with regional clinical director on retention concerns within the team, if any.
  
• Manage team productivity and clinical quality of the team.
  
• Ensure the team is using the operational systems efficiently and understand the tools to comprehend their productivity and quality measurements.
  
• Coach staff on clinical intervention, productivity, audits, documentation, complaints, time-management and overall professional behaviour.
  
• Audit calls from the team and provide feedback to staff - both written and verbal.
  
• Comfortable with providing clinical support to virtual staff and staff located in other WPO offices.
  
• Manage VIP callers, client complaints and assist with investigating client-company clinical issues.
  
• Respond & manage clinical outreaches from Quality contact directly made by Team Lead.
  
• Follow-through with additional tasks & projects as identified by Director of Clinical SD or VP of Clinical Operations.
  
• Assist with taking calls, responding to online clinical requests and providing in-the-moment support.
  

Requirements

• Masters degree in psychology, Counseling or related field.
  
• At least 3 years post-qualification clinical experience.
  
• Previous supervisory and/or coaching experience an asset.
  
• Membership/Licensure with a professional clinical regulatory body
  
• Must be bilingual in French and English
  

Benefits

• Gym Reimbursement
  
• Travel Reimbursement
  
• Wellness rewards
  
• Access to EAP benefits and all WPO services offered including life coaching, wellness coaching, and work-life support.
  
• Monthly clinical supervision
  
• Clinical supervision stipend
  
• Clinical trainings within the team on topics that we encounter from the populations we support.
  
• Licensure, Certification and Tuition Reimbursement
  
• Access to professional monthly clinical development webinars & professional development workshops to assist with CEUs.
  

• Full Benefits Package (Health, Dental & Vision Care) + Paid Time Off
  
• Registered Retirement Savings Plan