About the Role
The Intake Worker facilitates in-person or telephone intake and triage of clients based on established EA Centre policies and procedures, obtains complete client information and refers client crises or emergencies to clinical staff for immediate intervention. Alternating on-call duties with other staff in the evenings and on weekends is required.
DUTIES AND RESPONSIBILITIES
Respects and protects client rights and confidentiality.
Answers the access line for the EA Centre and routes incoming calls.
Facilitates in-person or telephone intake and triage of clients based on established EA Centre policies and procedures:
Obtains complete client information and assesses client affect and risk factors.
Refers client crises or emergencies to clinical staff for immediate intervention; or responds to crisis calls when clinical staff are unavailable.
Verifies subscriber eligibility for service; provides alternative referrals when an individual is ineligible for coverage.
Assigns cases to appropriate EAP counsellor/resource using established referral criteria.
Provides brief psychological care/emotional support to clients as appropriate.
Acts as a brief support and catalyst; identifying needs and facilitating delivery of specialized EAP services such as Care Giver Support and Aboriginal Resource Coordinator Services and connecting clients to appropriate resources.
Ensures clients are aware of and encouraged to access adjunct services such as My Good Health and other methods of service delivery along the e-service continuum.
Responds to inquiries for workshops and CISD’s.
Processes requests for critical incident debriefings or other organizational services and forwards to appropriate personnel.
Responds to counsellor inquiries or requests for assistance in an appropriate and timely manner.
Enters data into spreadsheets related to intake and other EAP processes.
Periodically checks benefit status of EAP clients and advises counsellors of changes to coverage, subscriber eligibility, etc.
Retrieves and follows up on routine after hours messages left with the EA Centre’s answering service.
Learns and applies a variety of Manitoba Blue Cross mainframe applications relevant to the position and EA Centre.
As assigned by Manager, Employee Assistance Services, performs incidental and routine clerical work such as typing, filing, etc.
Assembles clinical forms packages for counsellor use.
Provides coverage for other intake staff during designated breaks, absences, etc.
Reports on activities and results to Manager, Employee Assistance Services, on a regular basis.
Attends and participates in staff meetings.
As approved by Manager, Employee Assistance Services, initiates such personal and professional development, as may be required, to remain effective in this position.
Alternates on-call duties with other staff by carrying a pager and responding to afterhours calls.
Provides back-up to other EA Centre staff, as required.
Performs other related duties, as assigned.
QUALIFICATIONS AND SKILLS:
Dedicated to the principles of exceptional service; committed to responding to, anticipating, and addressing customer needs, for both internal and external customers.
Post-secondary degree in a counselling, health or human services discipline together with a minimum of one year of experience in an EAP, clinical or health care setting.
Knowledge of EAP required.
Critical incident or crisis intervention training preferred.
Knowledge of clinical practice and terminology an asset.
Ability to work with clients in an empathetic, supportive and responsive manner.
Excellent interpersonal skills. Must be able to work cooperatively in a multi-disciplinary, team-based environment.
Maturity and judgment; able to work within structured work plans.
Strong organizational and communication skills (verbal and written).
Proficient in MS Excel and Word.
Able to work evenings and weekends, as required.
Subject to Criminal Records and Manitoba Child Abuse Registry checks.