Position Description

EAP Telephone Counsellor
Requisition Number 17872
City Glasgow
Country United Kingdom
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Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

EAP Telephone Counsellor 
Employee Support Solutions
Remote work anywhere in the UK
Permanent, Full Time or Part Time (minimum 3 days per week)

LifeWorks by Morneau Shepell


LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks by Morneau Shepell. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work. 

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks by Morneau Shepell uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada - love to use. Morneau Shepell employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.


The Telecounsellor provides assessments and short-term counselling services directly with clients in a telephonic environment.  Counselling is provided within a 50 minute session and documentation takes place during the balance of the counselling hour (as per policy which may be changed from time to time).   This postion allows you to work remotely from home anywhere in the UK.


  • Provide assessments and short-term counselling services using a brief solution focused model.
  • Consult with other counsellors and supervisors as appropriate.
  • Refer clients to appropriate internal and external resources as required.
  • Meet sessional, containment, and other targets as defined by the Clinical Manager CAC
  • Attend continuous learning sessions, training and case consultations on a regular basis.
  • Provide telephone consultations related to crisis or assessed urgent situations when required. 
  • Provide clear concise information to clients regarding the EAP Service.
  • Use of computer systems, when required, for booking client appointments, retrieving relevant organizational information and communicating with internal customers.
  • Complete detailed case notes for all clients and submission of files as per clinical policy.
  • Must keep up to date on relevant regulatory and legislative developments.
  • Participate in ongoing supervision with the Clinical Manager.
  • Participate in regular team meetings including professional development opportunities, both internal and externally as appropriate.
  • Other duties as assigned.

Succeeding as a Telecounsellor will require the following core qualifications, experience and skills:

  • Completed a minimum of a Post Graduate Diploma in Counselling with 3 years post graduate experience.
  • Registered membership with a professional association e.g. BACP or equivalent
  • Previous assessment, Crisis Intervention, and short term counselling experience
  • Training/experience in brief solution focused counselling through volunteer, academic or work experience is an asset
  • EAP and prior telephone counselling experience are assets.
  • Excellent case management skills and familiarity with community resources
  • Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.
  • Good clinical judgement and understanding of your responsibilities regarding confidentiality
  • Excellent communication, problem solving, collaboration, cultural competency, interpersonal, self-care, time management and organizational skills.
  • Strong empathy and listening skills
  • Strong work ethic and professionalism
  • Computer literacy (MS Word, Excel, Outlook, Internet Explorer, case management software)
  • Ability to adapt to both the ever changing client and organizational needs
  • Ability to work in a fast-paced environment and to multi-task when needed
  • Flexibility to work various shifts, weekends, evenings etc. as per business needs

Job Grade: MS3

Fulfilling work that matters

Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours. 

We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At Morneau Shepell, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.

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