Eap Inbound Counsellor

The EAP Inbound Counsellor is responsible for providing immediate short-term emotional support, assessment and guidance to employees and their immediate family members accessing the Employee Assistance Programme.

This role focuses on first-line counselling, risk assessment, stabilisation and appropriate referral ensuring a safe, empathetic and professional experience for every caller.

JOB DETAILS

BUSINESS UNIT:
Operations - Clinical Support

DATE OF JOB PROFILE: 4 February 2026

FAIS:
No

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

KEY RESPONSIBILTIES

1. Inbound Counselling & Support

• Provide telephonic and/or virtual counselling to EAP users presenting with emotional, psychological, relational, work-related, or situational challenges.
• Offer brief, solution-focused interventions aligned with EAP best practice.
• Support clients experiencing stress, anxiety, depression, trauma, grief, conflict and life transitions.

2. Assessment & Risk Management

• Conduct clinical assessments, including psychosocial and risk screenings.
• Identify and appropriately manage high-risk cases (e.g. suicide ideation, abuse, crisis situations) in line with clinical protocols.
• Activate crisis intervention processes and escalation pathways when required.

3. Referral & Care Navigation

• Determine suitability for formal referrals, ongoing counselling, coaching or specialist services.
• Provide clear explanations of the EAP benefits, limits, and next steps.
• Ensure warm, ethical, and client-centred handovers where referrals are required.

4. Documentation & Reporting

• Maintain accurate, timely and confidential case notes in line with legal, ethical, and organisational standards.
• Capture referral types, access channels, presenting issue, and outcomes accurately for reporting purposes.
• Comply with POPIA, HPCSA / SACSSP and other governance requirements.

5. Professional Conduct & Service Excellence

• Deliver services in a manner that reflects empathy, professionalism, neutrality, and cultural sensitivity.
• Uphold EAP service standards, SLAs, and turnaround times.
• Contribute to a consistent, high-quality user experience across all access channels.

6. Team & Continuous Development

• Participate in clinical supervision, case discussion and debriefing sessions.
• Engage in ongoing learning and skills development relevant to EAP work.
• Support a collaborative team culture focused on excellence and ethical care.

PERSON DETAILS: WORK EXPERIENCE REQUIRED

• Minimum 2 – 3 years counselling experience, preferably in an EAP, call-centre, or short-term intervention environment.
• Experience with crisis calls and high risk assessments is strongly advantageous.

EDUCATION:

QUALIFICATIONS:

ACCREDITATIONS WITH PROFESSIONAL BODY REQUIRED

• Relevant tertiary qualification in Psychology, Social Work, Counselling or equivalent.
• Registered with HPCSA or SACSSP.

CORE COMPETENCIES REQUIRED

1. Clinical Competencies

• Brief and solution focussed counselling.
• Crisis intervention and de-escalation.
• Risk assessment and safety planning.
• Trauma-informed care.
• Ethical decision making.

2. Behavioural Competencies

• Emotional intelligence and empathy.
• Strong listening and communication skills.
• Calm, grounded presence under pressure.
• Professional boundaries and resilience.
• Cultural awareness and inclusivity.

3. Technical & Operational Competencies

• Telephonic counselling proficiency.
• Case management and documentation.
• Working within defined EAP frameworks and limits.
• Ability to navigate multiple systems and platforms.

• Accountability
• Action Orientated
• Collaborative
• Communication Skills
• Writing Skills
• Manage Complexity
• Problem Solving Skills
• Creative Thinking
• Decision Making Skills
• Efficient and Effective Mindset
• Financial Acumen
• Planning and Organisation
• Resilient and adaptive
• Resourceful
• Significance and values orientated