EAP Case Manager Job PurposeProvide quality telephonic counselling to Kaelo EAP clients, including employees and managers.EAP Case Manager Job DutiesManage cases referred by the inbound EAP team by providing counselling, coaching and guidance related to the unique challenges faced by the clientSchedule follow-up counselling sessions with the client in order to provide the counselling, support and/or coaching requiredHave the ability to refer the client to other support structures with the aim of holistic supportEngage client(s) in a comprehensive short-term solution focused counselling interventionLog case notes on all interactions with clients on the EAP system.Education and ExperiencePsychologists, social workers or registered counsellorsA minimum of 3 years EAP experienceRegistered with the relevant professional bodyProficient in relevant computer applicationsRequired language proficiencyKnowledge of customer service principles and practicesKnowledge of call centre telephony and technologySome experience in a call centre or customer service environmentGood data entry and typing skillsKnowledge of administration and clerical processes.Key CompetenciesVerbal and written communication skillsPhone skillsListening skillsProblem analysis and problem solvingCustomer service orientationOrganizational skillsAttention to detailAdaptabilityTeamworkStress toleranceResilience 
