Client Care Counsellor

Spectrum.Life

Job Location:

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

About us:

is a whole-of-health digital partner delivering clinically backed digital health mental health and wellbeing solutions internationally to over 7.2 million insurance members 3000 corporate clients and 650000 university students. Established in 2018 we employ over 450 people and our vision is simple: to change and save as many lives as possible.

We are not a traditional EAP. We are a clinically led digital health partner building something genuinely different for the Australian market integrating AI-assisted triage innovative technology and a multidisciplinary clinical team united by one mission.

Role Brief:

Why

-	Clinical depth at scale. You will work within a stepped care model designed to PHN standards backed by a clinical governance framework that takes quality seriously. Your clinical decisions matter and are supported.

-	Industry-leading tools. integrates AI-assisted triage digital outcome measurement and a best-in-class telehealth platform. You will be working at the frontier of what clinically governed digital mental health looks like in practice.

-	Real flexibility. Remote part-time through to full-time with a schedule that can flex to your life. We trust our clinicians to work independently and we build our model around that trust.

-	Supervision and CPD included. Individual clinical supervision is provided in-house alongside access to professional development pathways that support your growth clinically and professionally.

-	Meaningful work. Every contact matters. Our outcomes data shows it. When you work at you are part of a service that measurably changes lives.

The Role
This is a front-line clinical role within our Band 2 stepped care pathway. As a Client Care Counsellor you will carry two core responsibilities from the moment a client makes contact:

Triage rapid structured clinical assessment to determine the right care pathway at first contact.
Single Session Therapy (SST) purposeful evidence-based brief intervention where one well-structured session is complete and sufficient.

You will take calls on demand across a 24/7 service delivering support to clients when they need it including evenings weekends and public holidays on a rostered basis. A typical shift involves up to 8 consultations combining on-demand triage contacts and pre-scheduled SST sessions.

You will work fully remotely from anywhere in Australia supporting individuals experiencing mild to moderate mental health difficulties including anxiety depression work-related stress and adjustment challenges. You will work within a NICE-aligned clinically governed model with real infrastructure real supervision and technology that works with you.

This is not a role for practitioners who need multiple sessions to orient before acting clinically. Every contact requires immediate clinical judgement.

24/7
On-demand service
Calls come in when clients need them across all days and hours

Up to 8
Consultations per day
Scheduled and on-demand contacts across your shift

16
Sessions per client
Brief purposeful intervention. One session can be enough.

Responsibilities:

What You Will Do

Take calls on demand as part of a 24/7 rostered service responding to clients when they make contact not when it is convenient. Your shift may include evenings weekends or public holiday cover on a rotating roster.
Triage incoming contacts through structured clinical assessment determining risk level presenting need and the right care pathway at first contact. Triage is a clinical act not an administrative one.
Deliver up to 8 consultations per day across your shift combining on-demand triage contacts and pre-scheduled Single Session Therapy sessions.
Deliver Single Session Therapy and brief structured counselling (16 sessions) via phone video and live chat using evidence-based approaches including CBT Behavioural Activation Problem-Solving Therapy and Person-Centred brief models.
Conduct structured mental health assessments clinical formulations (5-P model) and risk assessments at every contact including suicidality self-harm domestic violence and safeguarding.
Use validated outcome measures (CORE-10 PHQ-9 GAD-7 K10 ORS SRS WSAS) as active clinical tools to guide treatment planning stepped care routing and progress review.
Make evidence-based stepped care decisions stepping clients up across or down as clinically indicated with documented rationale.
Maintain accurate timely clinical case notes that document reasoning risk and clinical decisions promptly after each contact.
Work confidently within AI-integrated digital platforms maintaining full clinical accountability for all decisions including those that follow AI-assisted triage.
Connect clients with relevant community supports and referral pathways as a clinical decision not an afterthought.
Engage actively with clinical supervision CPD and team governance processes.

Requirements:

AQF Level 7 minimum Bachelor of Counselling Graduate Diploma accredited Bachelor or qualifying Master of Social Work or equivalent.
Current full membership with ACA (Level 2) PACFA (Registered Counsellor or Clinical Member) or AASW (full member) active not provisional or lapsed.
Minimum 2 years post-qualification clinical mental health experience (direct client-facing; pre-qualification placements excluded).
Demonstrated competence with brief structured therapeutic models and documented regular structured risk assessment practice.
Comfortable working across a 24/7 rostered service including availability for evening weekend and public holiday shifts.
Confident delivering via telehealth modalities phone video and live chat.
Digitally confident comfortable with digital case management PROMs tools and AI-assisted platforms.
Accurate timely clinical documentation completed promptly after each contact.
Active CPD plan and regular clinical supervision engagement.
Working knowledge of mandatory reporting obligations Privacy Act 1988 and Australian Privacy Principles in a digital health context.
Cultural safety awareness knowledge of the SEWB framework and culturally safe practice for First Nations peoples and CALD communities.

Desirable:

EAP PHN-funded or primary care mental health experience.
Formal SST training (Talmon / Hoyt / Young model) or supervised SST practice.
Solution-Focused Brief Therapy (SFBT) competency.
iCBT or guided self-help delivery experience.
Prior experience with AI-integrated clinical platforms.
Dual PACFA / AASW registration.
Second language relevant to Australian CALD communities.
Experience with children young people or workplace mental health.

About us: is a whole-of-health digital partner delivering clinically backed digital health mental health and wellbeing solutions internationally to over 7.2 million insurance members 3000 corporate clients and 650000 university students. Established in 2018 we employ over 450 people and our vision i...