- Provide telephone, face-to-face, on-line in-the-moment support and crisis management in a supportive, ethical and professional manner while maintain client-confidentiality.
- Supporting employees of businesses who have contracts with us to provide psychosocial support. This will be done through telephone, face-to-face, on-line support interactions with the clients, and therapeutic assessments with appropriate interventional plans.
- Work with individuals to determine the best therapeutic support and help navigate them to the right type of intervention. You will have the opportunity to work with a vast array of mild, moderate and severe presenting issues, from stress, anxiety, depression, change management, loss and bereavement, redundancy, substance abuse and trauma-related issues.
- Deliver managerial consultancy, providing guidance to managers who are experiencing challenges in relation to their roles and responsibilities.
- Adhere to the ethical, therapeutic and legal standards, which govern service delivery, as well as policies, procedures and laws, which apply to the organization and country as appropriate.
- Maintain clear-task oriented documentation in case management system.
- Possess genuine listening skills and can provide short-term interventions such as CBT, motivational interviewing and solution focused techniques.
- Ability to work with clients presenting with substance abuse, situations of crisis, mental health symptoms and/or family/relationship related concerns impacting work or personal performance.
- Develop clear and concise interventional plans for clients with various session models
- Assess clients thoroughly to ensure that short-term counselling is appropriate
- Follow-through with additional tasks as identified by the EAP management team. Culturally sensitive to our clients and flexible using a telephonic interpreter as needed.
- Keep accurate electronic records of activities and other performance indicators.
- Reacting positively and accurately to emergency situations
- Minimum of a master’s degree
- At least three years of post-graduate experience
- Current license/certification at the highest level
- Experienced in assessments and/or using psycho-social assessment tools
- Training in mindfulness or solution-focused counselling is desirable
- Fluency in local African/Ghanaian languages and dialects is essential
- Excellent interpersonal, oral and written communication skills, with a focus on telephonic/virtual customer experience.
- Excellent organizational, time management, analytical and investigative skills
- Ability to work independently and proactively
- Ability to demonstrate high level efficiency in case management systems
- Comfortable in a fast-paced work environment, ability to multitask while maintaining high level of quality and productivity.