Employee Assistance Program Counsellor - Chat Specialist

EAP Counsellor – Chat Specialist Founded in 1982, WPO is the largest independent provider of holistic wellbeing solutions. Through our customized programs, and comprehensive global network of credentialed providers and professionals, we support individuals to become healthier, happier and more productive both personally and professionally. Trusted by 51% of Fortune 500 companies, we deliver high quality care digitally and in-person to over 75 million individuals across 116,000 organizations in more than 200 countries and territories. At WPO, you will be joining a team that is committed to improving employee wellbeing around the world. Current Opportunity: EAP Counsellor – Chat Specialist Location: Bangalore Onsite/Hybrid/Remote: Hybrid or remote depending on your proximity to our office in Bangalore. Shift hours: Late evening and weekend shifts What you will do: Workplace Options is seeking a proactive and detail-oriented EAP Clinician - Chat Specialist to join our team. In this role, you will manage various communication channels, ensuring efficient handling of requests and maintaining high-quality standards. You will play a key role in enhancing our customer experience and supporting our participants and providers through various channels. If you are a mental health provider that wants to provide emotional support with a warm and empathic approach to people of all ages, cultures, and backgrounds from around the world, this is the role for you. Responsibilities: Oversee and respond to incoming requests via WPO's iConnectYou app, RMS, WhatsApp, and SMS. Execute outbound outreach attempts to engage with clients and providers effectively. Provide single session telephonic and video counselling, in-the-moment support and crisis management in a supportive, ethical and professional manner while maintaining client-confidentiality. Assess clients thoroughly to ensure appropriateness for short-term counselling. Assess and manage high risk calls and work closely with individuals at risk. Appropriately refer clients to external resources or within WPO as part of our holistic approach. Collaboratively develop clear and concise treatment plans for clients. Maintain clear clinical and task-oriented documentation in case management system. Any additional tasks pertinent to the position, as deemed appropriate by clinical management. Qualifications/Skills: To excel in this role, you will need the following qualifications and skills: Counsellor or Psychologist with accompanying master’s degree. Minimum 2 years direct client-contact providing counselling, mental health services and/or case management (post qualification). Ability to think critically and creatively when faced with challenges, utilizing a systematic approach to resolve problems efficiently. Excellent verbal and written communication skills. Ability to collaborate with cross-functional teams to address concerns and come to resolutions. Capacity to manage multiple tasks while maintaining a high level of attention to detail in each project. Experience using short-term counselling modalities such as Solution-Focused, CBT, Mindfulness, Integrative, Systemic counselling. Training in crisis intervention and supporting high risk clients beneficial. Passionate about providing support to clients from anywhere in the world. Sensitive to our clients' culture and flexible in using a telephone interpreter if necessary. Proficient in using our various contact methods - phone, video, email, text and live chat. What we offer: At Workplace Options, we don’t just deliver wellbeing services to our clients, we champion wellbeing for our own employees as well. Examples of our benefits and commitment to employee wellbeing include: Benefits - Group Mediclaim Insurance for 6 lacs INR, Accident Insurance, Gym reimbursement, Tuition reimbursement, EAP Support Services, Mentorship program, WPO Cares, Employee exchange program, Comprehensive training provided for this position At Workplace Options, we are committed to and are accountable for building a workplace where individuals feel empowered to bring their whole selves to work, free from judgment or fear of discrimination. We understand that having a diverse organization is only the beginning and it will require nurturing and care to thrive. We will continue to take action to ensure we achieve equitable and measurable outcomes. We strive to cultivate a space where diverse voices are not only heard but actively sought out and valued for the unique insights they bring. By embracing and promoting authenticity, we aim to build a vibrant and inclusive community that fosters collaboration, innovation, belonging and personal growth. For further details about WPO please check out our website www.workplaceoptions.com and these short videos give a great overview of what we do Human-Powered Care and The WPO Global Experience Workplace Options collects and processes personal data in accordance with applicable data protection laws. If you are a European job applicant, refer to our Privacy Notice for further details (https://www.workplaceoptions.com/privacy-notice-for-recruitment/). Experience Level Entry Level