Clinical Consultant: 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 DETAILSBUSINESS UNIT: Operations - Clinical SupportDATE OF JOB PROFILE: 4 February 2026FAIS: NoKEY OUTCOMES (not limited to) Level 4 and 5 process elementsKEY RESPONSIBILTIES1. Inbound Counselling & SupportProvide 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 ManagementConduct 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 NavigationDetermine 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 & ReportingMaintain 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 ExcellenceDeliver 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 DevelopmentParticipate 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.