Intake & Referral Counselor
Division: Employee Assistance Programs
Department: Intake & Referral
Supervisor: Call Center Director
Classification: Non-exempt/Full Time/Hourly
Qualifications/Requirements
A Bachelors Degree in Social Work or another human services-related field is preferred but license or certification in a mental health or chemical dependency field may be substituted for a degree. Experience in information and referral service delivery or crisis hot lines preferred. Employee will need skills in communication, problem resolution, and proper telephone etiquette. Background, experience or knowledge in some or all of the following areas:
Duties/Responsibilities
Under the general supervision of the Call Center Director, the Intake & Referral Counselor will be responsible for the following:
Client Services:
Initial telephone assessment for all clients including following up with clients when necessary
Provide community resources to clients
Assign clients to counselor/affiliate for an assessment
Schedule client appointments
Return calls to mental health professionals
Deliver crisis counseling over the phone when appropriate
Assist clients with additional referrals when necessary
Maintain appropriate client records
Maintain an up-to-date community resource database
Update the abbreviation list for Austin area contracts
Aid in retrieving answering service messages
Take messages for counselors when necessary
Call community resources for additional information
Inform Director of Client Services of changes in client/affiliate information, help in training and fielding questions from new intake staff.
Aid in developing new organizational systems for I & R and clinical staff.
Notify Case Management department and I & R supervisors of crisis, procedural referral, chemical dependency, and managed care cases.
Special Projects:
Provide community resource/affiliate information for establishing new contracts
Work with other departments to improve EAP services.
Skill Development:
Attend bimonthly I & R staff meetings and clinical meetings to discuss ways to improve the department/WAP, and present administration and client issues.
Attend in-service trainings and workshops to enhance clinical skills.