Workers Assistance Program (WAP)

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Archive: September 2020

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Intake and Referral Counselor

Intake & Referral Counselor

Division:                     Employee Assistance Programs

Department:              Intake & Referral

Supervisor:                Call Center Director

Classification:            Non-exempt/Full Time/Hourly

Qualifications/Requirements

A Bachelors Degree in Social Work or another human services-related field is preferred but license or certification in a mental health or chemical dependency field may be substituted for a degree.  Experience in information and referral service delivery or crisis hot lines preferred.  Employee will need skills in communication, problem resolution, and proper telephone etiquette. Background, experience or knowledge in some or all of the following areas:

 

  • Employee Assistance Programs
  • Crisis intervention
  • Chemical dependency
  • Macintosh computer operation
  • TDD device from communicating with the deaf

 

Duties/Responsibilities

Under the general supervision of the Call Center Director, the Intake & Referral Counselor will be responsible for the following:

 

Client Services:

Initial telephone assessment for all clients including following up with clients when necessary

Provide community resources to clients

Assign clients to counselor/affiliate for an assessment

Schedule client appointments

Return calls to mental health professionals

Deliver crisis counseling over the phone when appropriate

Assist clients with additional referrals when necessary

Maintain appropriate client records

Maintain an up-to-date community resource database

Update the abbreviation list for Austin area contracts

Aid in retrieving answering service messages

Take messages for counselors when necessary

Call community resources for additional information

Inform Director of Client Services of changes in client/affiliate information, help in training and fielding questions from new intake staff.

Aid in developing new organizational systems for I & R and clinical staff.

Notify Case Management department and I & R supervisors of crisis, procedural referral, chemical dependency, and managed care cases.

 

Special Projects:

Provide community resource/affiliate information for establishing new contracts

Work with other departments to improve EAP services.

 

Skill Development:

Attend bimonthly I & R staff meetings and clinical meetings to discuss ways to improve the department/WAP, and present administration and client issues.

Attend in-service trainings and workshops to enhance clinical skills.

 

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; Consistently communicate with internal stakeholders per email protocol

Physical Demands:

Ability to climb stairs

Ability to stay stationed at a desk for long periods of time

 

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