Remote Telecounsellor

Montreal, Quebec, ca
Company: Morneau Shepell
Category: Customer Service
Published on 2021-04-27 19:27:46

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.

Lifeworks by Morneau Shepell
Remote Work, Canada
Permanent, Full Time


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 in the CAC provides assessments and short-term counselling services directly with clients in a telephonic environment. Provides assessments, counselling, crisis intervention and case management services to clients over the telephone.

The benefits of working here

These are just some of the great reasons to join our team:

  • A permanent position with a competive salary, flexible benefits package, and signing bonus
  • Remote work from home
  • A robust training program to prepare you for your role;
  • Growth opportunities in a company that promotes from within;
  • To work for a company that values employee engagement, innovation and client service excellence
  • Succeeding as a Telecounsellor will require the following core qualifications and skills


  • Master’s degree from an accredited university program in Social Work, Clinical Psychology, Counselling/Education or related field.
  • Experience:

  • Registration/membership with relevant college or association.
  • At least 2 years (or the equivalent of 2500 clinical hours) post Masters clinical/consulting experience with a broad range of issues, utilizing a brief solution-focused clinical approach
  • Knowledge/Skills:

  • Preference will be given to candidates with training/experience in brief solution focused counselling and substance abuse treatment through volunteer, academic or work experience
  • Previous Assessment, Crisis Intervention, and Short term Counselling experience
  • EAP and prior telephone counselling experience are assets.
  • Excellent case management skills and familiarity with community resources
  • Customer service experience
  • Strict adherence to the ethical principles governing confidentiality/privacy legislation
  • Excellent communication, problem solving, collaboration, cultural competency, interpersonal, self-care, time management and organizational skills.
  • Ability to work flexible hours in a fast-paced environment.
  • Computer literacy (MS Word, Excel, Internet Explorer).
  • Bilingualism in verbal and written French is an asset
  • Responsibilities

    Counselling Responsibilities (80%)

  • Provide telephone consultations related to crisis or assessed urgent situations when required. Assess client needs and, record client information.
  • 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).
  • Provide clear concise information to clients regarding the EAP Service.
  • Provide assessments and short-term counselling services using a brief solution focused model.
  • Where required, ensure correct number of first appointments offered available as per targets
  • Consult with other counsellors and supervisors as appropriate.
  • Refer clients to appropriate internal and external resources as required.
  • Establish and maintains case files and other pertinent client documents.
  • Be an active member of a clinical team, participating in committees and mentoring as appropriate.
  • Attend continuous learning sessions, training and case consultations on a regular basis.
  • Provide clinical support services in the CAC in times of need or appointment cancellations and no shows
  • Meet sessional, containment, and other targets as defined by the Clinical Manager CAC
  • Meet all requirements as set out in company Clinical Manual
  • Team and Administrative Responsibilities (20%)

  • Use of computer systems, when required, for booking client appointments, retrieving relevant organizational information and communicating with internal customers.
  • Participate in ongoing supervision with the Clinical Manager.
  • Participate in regular team meetings including professional development opportunities both internal and externally as appropriate.
  • Complete detailed case notes for all clients.
  • Submission of files as per clinical policy.
  • Must keep unto date of relevant regulatory and legislative developments
  • Commitment to Professional Development
  • Act as an ambassador for the service internally and externally
  • Other duties as assigned.
  • Job Grade: MS4

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