About Us

Workers Assistance Program was built with the mission to create better workplaces, schools, and communities. In the 35 years since, we at WAP have strived to accomplish this goal through behavioral health, education, counseling, mentoring, and childhood nutrition. Innovation, experience, and a passion for service has allowed WAP to reach more people in need than ever before.

Our Programs

  • Alliance Work Partners

    Alliance Work Partners

    Outfitting the workplace with healthier, more productive employees and lowering healthcare costs by providing world-class employee assistance programs.

    Learn More
  • Peer Assistance Leadership

    Peer Assistance Leadership

    Mentoring students through a program, adopted by the state, as an elective course to fight teen pregnancy, gang participation, and climbing dropout rates.

    Learn More
  • Texas HIV Connection

    Texas HIV Connection

    Focusing at both the state and personal level on decreasing the spread of HIV by increasing education and participation in the act of prevention.

    Learn More
  • Coordinated Training Services

    Coordinated Training Services

    Providing training statewide to expand the prevention infrastructure, guided by the latest in technology, research, and quality standard approaches.

    Learn More
  • Youth Advocacy

    Youth Advocacy

    Empowering youth to communicate with respect, lead substance-free lives, and experience greater opportunities by focusing on the client’s strengths.

    Learn More
  • Child Care Food Program

    Child Care Food Program

    Offering nutrition training and funding for food supplements to day care providers to assist in compliance with the USDA’s Child & Adult Care Food Program.

    Learn More

Job Opportunities

Account Specialist: AWP

Qualifications/Requirements

Bachelor’s degree from an accredited university in the areas of human services, business administration or related field, with one to three years experience in the customer service or Employee Assistance Program field preferred.  A demonstrated ability to present to an audience, self-manage, prioritize and carry out tasks in a timely and efficient manner, be organized and detail oriented is a requirement. Must be able to work effectively with professionals, employers, community resources, team members, and other departments. Must demonstrate ability to analyze and organize data and projects, manage multiple priorities and accounts simultaneously, and communicate effectively orally and in writing. Background, experience, or knowledge in some or all of the following areas: management, employee relations, employee assistance programs, marketing, training and professional development, and Macintosh (preferred) or PC computer operation. Must have general knowledge of office management practices and procedures. Must have reliable transportation, a valid Driver’s License and auto insurance, and be willing to travel extensively.

 

Responsibilities:

Under the direction of the Director of AWP Account Services, employee will be responsible for the following:

 

Account Management:


  • Confer with Customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, as well as actions taken
  • Contact customers to respond to inquires or notify them of status results and any planned adjustments.
  • Participate as a member of the Account Management team under the team leadership of the Activity Lead
  • Perform/ensure regularly scheduled account contacts and follow up as needed for Tier 3, small Tier 2 and small Tier 1 accounts.
  •     Meet or exceed sales objectives per assigned sales channel(s) (group goal).
  • Ensure timely documentation of contacts in database.
  • Consistently communicate with internal stakeholders.
  • Respond to customer requests & complaints.

•                Document service provided.

•                Use customer complaint process/database to handle complaints.

•                Respond in a timely manner to needs and issues.

  • Establish and maintain excellent customer service and public relations.
  • Deliver timely communication to appropriate staff regarding proposal opportunities.
  • Coordinate with Business Development regarding pricing and language of contracts.

•                Implement new accounts (Program Implementation)

•                Establish point of contact

  • Secure fully executed contract

•                Review existing EAP policy or establish EAP policy including confidentiality

•                Ensure timely delivery of employee EAP materials

•                Ensure all essential contract information is entered in database

•       Maintain current accounts/account retention (Program Maintenance)

•       Handle initial contacts from customers and provide assistance

•       Ensure contact list up-to-date and database is continually updated

•       Document and resolve customer complaints in coordination with other departments

•       Handle phone contacts and provide customer assistance

  • Identify program marketing needs and develop tools for customer
  • Follow up and communicate with external stakeholders regarding procedural referrals as needed
  • Communicate consistently with internal stakeholders, including Intake and Referral, Client Services, Network Management, and other departments as necessary.

 


  • Takes on new accounts that are less than 100
  • Handles procedural referral follow-up surveys
  • Coordinate Safe Ride Reimbursements
  • Health fair preparation for Account Management team
  • HUB reports
  • Customer Service Report / Utilization Reports
  • Provide customer service
  • Coordinate newsletter content
  • iContact management
  • Filing
  • Provide in-office coverage for AM team
  • Handle promotional materials- sending, tracking, inventory
  • Proposal entry into WAPIS
  • Training Utilization reports
  • Consult regarding drug-free workplace policy
  • Inquire about any other customer needs
  • Maintain current accounts (Program Maintenance)
  • Provide timely response to customer requests
  • Handle phone contacts and provide customer assistance
  • Consistently communicate with internal stakeholders per email protocol
  • Uphold Individual/Team performance standards
  • Customer start-up meetings
  • EAP Orientation
  • Open Enrollment Presentations
  • EAP Training

 

 

Note: This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Employees may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth to address business needs and changing business practices, Perform other related duties as assigned.

 

Email resume

YA Part Time Case Manager: ICMS

Qualifications/Requirements

Bachelor’s or Master’s degree in social work, psychology, or other behavioral/social science and two years experience working with high-risk youth and families and/or providing case management services. Bilingual in English/Spanish. Candidates should be flexible, client-oriented, and knowledgeable about Austin/Travis County communities.

Recognize the importance of social networks, family, and broader systems in working with clients.  Candidates must have the ability to work independently, prioritize work responsibilities, and have strong organization abilities. Candidates should have reliable transportation, auto insurance and ability/willingness to use personal vehicle in the performance of job duties. Must be proficient in using computer software.

 

Duties/Responsibilities

Case Management

Conduct assessment and service coordination for assigned clients and families. 

Work with clients and families to identify goals, resources and needs and to develop service plan for each assigned case.  Conduct home, school and agency visits.

Provide information and referrals to clients, link clients to appropriate agencies and resources, provide client advocacy in a variety of settings, and monitor service provision. 

Appropriately assist clients with basic needs and provide advocacy when needed.

Provide direct services, which may include coaching, training, or other activities necessary for client engagement and positive outcomes.  Evaluate client participation and progress and conduct discharge planning.  Coordinate efforts with other service providers, schools, juvenile probation, and community agencies to help clients and families meet identified goals. Document client service activity and comply with all reporting requirements. 

Misc:

Meet or exceed contract or deliverable objectives. Responsible for personal critical/quantified performance measures. Document all service activity in designated database, electronic calendar, and other appropriate work databases as assigned. Respond to customer request & complaints in a timely manner and document service provided. Provide timely response to customer requests. Consistently communicate with internal stakeholders per email protocol

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Employees may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth to address business needs and changing business practices, Perform other related duties as assigned.

Email resume

Contact Us

  •  

    Visit Us

    Austin, Texas

    4115 Freidrich Ln., Suite 100
    Austin, Texas 78744

    2525 Wallingwood Dr., Bldg. 5
    Austin, Texas 78746

    1106 Lavaca St., Suite 103
    Austin, Texas 78711

    Moore, Oklahoma

    1927 N. Moore Ave.
    Moore, Oklahoma 73160

  •  

    Reach Us

    Phone 512-343-9595

    Toll Free 877-CTS-1533

    Toll Free 800-522-0550

    Fax 512-338-0939

  •  

    Email Us

    hradmin@workersassistance.com