Intake & Referral Counselor
Division: Employee Assistance Programs
Department: Intake & Referral
Supervisor: Call Center Director
Classification: Non-exempt/Full Time/Hourly
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
Under the general supervision of the Call Center Director, the Intake & Referral Counselor will be responsible for the following:
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.
Provide community resource/affiliate information for establishing new contracts
Work with other departments to improve EAP services.
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
Ability to climb stairs
Ability to stay stationed at a desk for long periods of time