Kaelo
Healthcare
ElectronicInboundCounsellor
“Electronic Inbound Counsellor at Kaelo. Skills: Inbound Counselling & Support, Assessment & Risk Management, Referral & Care Navigation, Documentation & Reporting, Professional Conduct & Service Excellence, Team & Continuous Development. 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.”
What You'll Achieve.
Level 4 and 5 process elements
Industry & Context.
Problem Solving Skills
What They're Looking For.
Must Have
Minimum 2 – 3 years counselling experience, preferably in an EAP, call-centre, or short-term intervention environment., Registered with HPCSA or SACSSP., Brief and solution focussed counselling., Crisis intervention and de-escalation., Risk assessment and safety planning., Trauma-informed care., Ethical decision making., Telephonic counselling proficiency., Case management and documentation., Working within defined EAP frameworks and limits., Ability to navigate multiple systems and platforms.
Nice to Have
Experience with crisis calls and high risk assessments is strongly advantageous.
What You'll Do.
Provide telephonic and/or virtual counselling to EAP users presenting with emotional
or situational challenges.
solution-focused interventions aligned with EAP best practice.
Support clients experiencing stress
conflict and life transitions.
Conduct clinical assessments
including psychosocial and risk screenings.
Identify and appropriately manage high-risk cases (e. g. suicide ideation
crisis situations) in line with clinical protocols.
Activate crisis intervention processes and escalation pathways when required.
Determine suitability for formal referrals
coaching or specialist services.
Provide clear explanations of the EAP benefits
and client-centred handovers where referrals are required.
timely and confidential case notes in line with legal
and organisational standards.
Capture referral types
and outcomes accurately for reporting purposes.
HPCSA / SACSSP and other governance requirements.
Deliver services in a manner that reflects empathy
and cultural sensitivity.
Uphold EAP service standards
and turnaround times.
Contribute to a consistent
high-quality user experience across all access channels.
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.
How You'll Work.
Team & Collaboration
Support a collaborative team culture focused on excellence and ethical care.
Communication Scope
listening and communication skills.; Communication Skills; Writing Skills
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