JOB OPPORTUNITY: Intake Call Centre Counsellor
Intake Call Centre Counsellor – Competition #1-20
Do you have a gift for building rapport in highly emotional situations?
Are you looking for an opportunity to deepen your clinical skills?
Would you thrive in a fast-paced team environment where the details matter?
ABOUT FAMILY SERVICES EMPLOYEE ASSISTANCE PROGRAM (FSEAP)
Family Services Employee Assistance Program (FSEAP) provides clinical counselling services to employees of client organizations who may be experiencing problems in their personal, family, or work lives. In addition, the program provides a variety of organizational services to its corporate clients, including workplace consulting and training, and critical incident stress management responses. As a social enterprise OF Family Services of Greater Vancouver (FSGV), FSEAP is a fee-generating business, with all of its profits going to support the larger work of FSGV and the Greater Vancouver community.
HERE’S WHAT WE CAN DO TOGETHER
As an intake call centre counsellor you will provide comprehensive clinical intake services to our FSEAP clients. As the first point of contact you will build rapport, provide telephone counselling, stabilize crisis situations and conduct intake assessments to ensure clients get referred to the right resources. You will also coordinate Critical Incident Responses in consultation with management and client organizations. You will adeptly handle multiple demands on your time, prioritize and complete work previously started by colleagues so that client needs get met promptly and records are kept meticulous, as you continue to learn and integrate policies and procedures. You are a clear, skillful, and compassionate communicator with well developed boundaries and time management skills.
WHAT YOU BRING
Masters Degree in Counselling Psychology or Social Work or related field
Minimum one year experience in a clinical setting
Superior clinical skills, including significant understanding of mental health and substance abuse issues and short-term, solution-focused treatment approaches
Exceptional case management skills, including knowledge of community resources and ability to assist clients to effectively access, utilize, and benefit from those resources
Demonstrated ability to create and manage professional clinical records with exacting detail
Second language would be an asset, but is not required.
Must be registered with a professional body in the province of BC
Successful completion of criminal record check
YOUR KEY CONTRIBUTIONS
Commitment to Excellence: Identifies and prioritize tasks, develop and implement plans ensuring optimal use of resources, evaluates and documents outcomes, and adjusts activities in order to meet or exceed expectation
Technological Competence and attention to detail. Effectively utilizes appropriate technology to manage information, maintain records and communicate with clients, colleagues and community partn
Personal Effectiveness: Maintains effectiveness in the face of stress, change and challenging situations, demonstrating both adaptability and a commitment to learning. Is aware of own assumptions, values, principles, strengths and limitations and acts consistently with integrity and in alignment with relevant ethical guidelin Appropriately manage one’s own emotions and strong feelings; maintain a calm and tactful composure under a broad range of challenging circumstances; and think clearly and stay focused under pressure.
Collaborative Communication: Works collaboratively with others to achieve common goals and positive results. Builds rapport and maintains relationships based on mutual respect and trust, appropriate sensitivity and transparency, empathy, and compassion with clients, colleagues, professional associates and the greater community. Encompasses skills of tact, diplomacy, and cultural sensitivity in all encounters with o
Client-Centered Service: Meets clients where they are. Facilitates, supports, and empowers client motivation and engagement in their own Collaborates with clients to identify and design success. Engages clients actively in the change process, encouraging them to take responsibility for their outcomes. Proactively seeks out resources and employs strategies to ensure clients’ needs are met.
Judgment & Decision Making: demonstrates sound judgment and critical thinking in assessing client needs, responding to high-intensity situations and making appropriate referr
WHAT WE OFFER YOU
FSEAP offers purposeful careers, serving the most vulnerable members of our community. This role offers you the opportunity to make a positive impact in our community. We provide a comprehensive compensation package, with pension and generous extended health benefits for our regular staff.
FSEAP supports career development and training for staff to reach their potential, offering mentorship and professional advancement in a supportive environment. We recognize the importance of work-life balance, wellness and a safe, inclusive and welcoming workplace that values diversity and respect for all.
Work Hours: Part time position up to 28 hours per week, including a regular Friday shift
Salary: GS11 Step 1 $29.04/hr
Location: Work in the culturally vibrant Vancouver neighbourhood of Commercial Drive & East Broadway
HOW TO APPLY
If this describes you, please submit your application to us.
Only short listed candidates will be contacted for interviews. Thank you for your interest.
Post End Date: Open until filled
If you require a disability-related accommodation in order to participate in the recruitment process, please email your resume and cover letter (indicating the competition number #1-20 in email subject line) outlining your interest and relevant experience to your contact information to firstname.lastname@example.org for follow-up.
**if you are an internal candidate, please indicate “Internal Candidate” in the subject line of the email**
FSGV is committed to the principles of diversity. We encourage applications from qualified people of all genders expressions and identities, sexual orientations, visible minorities, Indigenous persons and persons with disabilities.