Join Kaelo's Team

The role of the EAP Counsellor is to ensure customer-centric and professional services to employees and families of customer organisations, assessing their needs accurately and channeling the client into the appropriate stream of service for efficient and professional support. The service may be provided telephonically or on a face to face basis. The role will include the following:

• Provide consultation, information and resources over the telephone in a 24/7 environment to employees of client organisations on Employee Assistance Program (EAP) issues
• Conduct and document comprehensive assessments of employees’ needs in childcare, parenting, education, emotional well-being, mental health disorders, suicidal tendencies, workplace trauma, work issues, management consultation and other services
  
• Provide single-session telephonic counseling, giving each call full, professional and personalised service
  
• Conduct an initial assessment of incoming calls in order to ensure immediate and efficient follow-up care is provided by internal / external resources
  
• Provide crisis counselling, intervention and critical incident response, such as finding immediate care or contacting emergency resources for clients
  
• Provide telephone counselling regarding traumatic workplace events
  
• Meet outbound and inbound call service levels as well as email, SMS and after hours service levels
  
• Provide high levels and quality of customer service (quality interactions and follow up, delivering on commitments, administration, data capturing, co-ordinating your own and the EAP counseling team’s administration duties
  
• Strong goal setting, case management abilities and knowledge of community resources will ensure your success in this role

• Telephone counselling and Crisis Intervention abilities are essential
• PC literacy is essential
• Excellent communication skills (written and verbal)
• Ability to learn and integrate information quickly
• Must be aware of personal values, needs, interests, competencies and behaviours and the possible effect on others
• Must be friendly, approachable and caring
• Must take responsibility and ownership for the work undertaken
• Must be reliable and committed
• Self-motivated, enthusiastic and willingness to learn
• Flexibility to change
• Must be team player
• Must have own transport and a valid driver’s license
• Must be able to work rotating shifts, including weekends and night duty when necessary
• Must have a presentable and professional appearance.

• A degree (BA Social Work or BA Psychology) is essential and a Master's level education in Social Work, Counselling, Education (with a counselling focus, etc), complemented by clinical experience, would be ideal.
• Registration with SACSSP or HC Registration is essential
• Knowledge and comfort with counselling within a short-term focused model is required, ideally enhanced by previous experience in EAP counselling, addiction assessment and/or trauma, along with strong assessment skills.

• Ensure clinic adherence to the four principal elements of Occupational Health which comprises of:
  • Occupational hygiene
  • Occupational medicine
  • Risk assessments
  • Man job specification 
• Implement and manage a Risk Based Medical surveillance program
• Reduce absenteeism and promote efficiency in the client and clinic operations
• Establish and maintain business relationships with the client in order to take relevant, pro-active action to continue delivering according to SLA requirements
• Adherence to all company, legal, statutory, clinic and professional requirements and procedures
• Operations Management which includes the following:
  • External client relationship management
  • SHEQ management
  • Staff management
  • Financial management
  • Stock management
  • Internal Client Relationship Management

• Professional
• Well groomed
• Self motivated and pro-active
• Initiative
• Excellent verbal and written communication skills
• Ability to prioritise and plan
• Attention to detail
• Confidentiality
• Ability to work under pressure
• Good time management
• Deadline conscious and results driven
• People oriented

• Matric - Essential
• B Tech Degree in Occupational Health Nursing
•  Or a  Bcur with occupational health course included in training
• Or a Registered nurse qualification and Diploma in Occupational Health
• Certificate in Audiometry, Spirometry
•  Management qualification with professional interdisciplinary knowledge of occupational health and medical terminology and relevant legislation, policies and procedures;
  

• Manage Accounts and overlook the CRM offering, reporting to the relevant Senior CRM or MD
• Strategy – Develop long and short term strategies for our Clients and ensure the follow-through of those strategies in tactical projects
• Client Management and Relationship Building
• Existing Client Development – Develop and present initiatives to current Clients
• New Business - Participate in pitches, develop further business within client base.

• Manage a portfolio of Clients in accordance with the agreed Service Level Agreement
• Develop Retention, and Growth strategies for our Client's comprehensive CRM program
• Develop and maintain Client communication – Welcome letters, desk drops, EAP material, Newsletters, etc
• Track, measure and evaluate the effectiveness of existing CRM processes via a weekly dashboard
• Review database reports, and submit recommendations
• Work with the client in accordance with the Service Level Agreement and ensure that all planned services are delivered and administered in terms of the Client requirements
• Ensure that all other business units tie in with Kaelo's company objectives and KPA's
• Manage and strengthen the relationship with our Client's
• Ensure that all events are planned effectively with regard to EAP launches, Screening events, etc
• Ensure all events are monitored in accordance with budgets
• Liaise with the necessary Occupational Health clinics (where necessary)
• Document all meetings and ensure client receives feedback within agreed upon turn-around times
• Develop pro-active initiatives that improve our Client's business and efficiencies within Kaelo
• Must be able to work under pressure, adhere to strict deadlines, pay attention to detail, have a sense or urgency and be a team player
• Candidate must be able to adapt to change and find innovative ways to improve processes, compile reports and presentations
• Candidate must be able to conduct presentations to EXCO and manage questions pertaining to all areas of the business
• Maintain business relationships with external and internal suppliers

• Medical Doctor
• Analysis & interpretation of lung function
• Analysis & interpretation of ECGs
• Knowledge of Microsoft Office applications
• Strong written and verbal communications
• Report writing

• Strong interpersonal skills
• Professionalism (ability to liaise with senior corporate executives)
• Ability to maintain high levels of confidentiality