Client Care Counsellor

About us::
Spectrum.Life is a whole-of-health digital partner delivering clinically backed digital health, mental health and wellbeing solutions internationally to over 7.2 million insurance members, 3,000 corporate clients, and 650,000 university students. Established in 2018, we employ over 450 people and our vision is simple: to change and save as many lives as possible. 
 
We are not a traditional EAP. We are a clinically led digital health partner building something genuinely different for the Australian market — integrating AI-assisted triage, innovative technology, and a multidisciplinary clinical team united by one mission.

Role Brief::
Why Spectrum.Life 
-  Clinical depth at scale. 
You will work within a stepped care model designed to PHN standards, backed by a clinical governance framework that takes quality seriously. Your clinical decisions matter and are supported. 

-  Industry-leading tools. 
Spectrum.Life integrates AI-assisted triage, digital outcome measurement, and a best-in-class telehealth platform. You will be working at the frontier of what clinically governed digital mental health looks like in practice. 

-  Real flexibility. 
Remote, part-time through to full-time, with a schedule that can flex to your life. We trust our clinicians to work independently and we build our model around that trust. 

-  Supervision and CPD included. 
Individual clinical supervision is provided in-house, alongside access to professional development pathways that support your growth — clinically and professionally. 

-  Meaningful work. 
Every contact matters. Our outcomes data shows it. When you work at Spectrum.Life, you are part of a service that measurably changes lives. 

 
The Role 
This is a front-line clinical role within our Band 2 stepped care pathway. As a Client Care Counsellor, you will carry two core responsibilities from the moment a client makes contact: 
 
Triage — rapid, structured clinical assessment to determine the right care pathway at first contact. 
Single Session Therapy (SST) — purposeful, evidence-based brief intervention where one well-structured session is complete and sufficient. 
 
You will take calls on demand across a 24/7 service, delivering support to clients when they need it — including evenings, weekends, and public holidays on a rostered basis. A typical shift involves up to 8 consultations, combining on-demand triage contacts and pre-scheduled SST sessions. 
 
You will work fully remotely from anywhere in Australia, supporting individuals experiencing mild to moderate mental health difficulties including anxiety, depression, work-related stress, and adjustment challenges. You will work within a NICE-aligned, clinically governed model with real infrastructure, real supervision, and technology that works with you. 
 
This is not a role for practitioners who need multiple sessions to orient before acting clinically. Every contact requires immediate clinical judgement. 
 
24/7 
On-demand service 
Calls come in when clients need them, across all days and hours    Up to 8 
Consultations per day 
Scheduled and on-demand contacts across your shift    1–6 
Sessions per client 
Brief, purposeful intervention. One session can be enough.

Responsibilities::
What You Will Do 
• Take calls on demand as part of a 24/7 rostered service — responding to clients when they make contact, not when it is convenient. Your shift may include evenings, weekends, or public holiday cover on a rotating roster.
• Triage incoming contacts through structured clinical assessment — determining risk level, presenting need, and the right care pathway at first contact. Triage is a clinical act, not an administrative one.
• Deliver up to 8 consultations per day across your shift, combining on-demand triage contacts and pre-scheduled Single Session Therapy sessions.
• Deliver Single Session Therapy and brief structured counselling (1–6 sessions) via phone, video, and live chat using evidence-based approaches including CBT, Behavioural Activation, Problem-Solving Therapy, and Person-Centred brief models.
• Conduct structured mental health assessments, clinical formulations (5-P model), and risk assessments at every contact — including suicidality, self-harm, domestic violence, and safeguarding.
• Use validated outcome measures (CORE-10, PHQ-9, GAD-7, K10, ORS, SRS, WSAS) as active clinical tools to guide treatment planning, stepped care routing, and progress review.
• Make evidence-based stepped care decisions — stepping clients up, across, or down as clinically indicated, with documented rationale.
• Maintain accurate, timely clinical case notes that document reasoning, risk, and clinical decisions promptly after each contact.
• Work confidently within AI-integrated digital platforms, maintaining full clinical accountability for all decisions — including those that follow AI-assisted triage.
• Connect clients with relevant community supports and referral pathways as a clinical decision, not an afterthought.
• Engage actively with clinical supervision, CPD, and team governance processes.

Requirements::
• AQF Level 7 minimum — Bachelor of Counselling, Graduate Diploma, accredited Bachelor or qualifying Master of Social Work, or equivalent.
• Current full membership with ACA (Level 2+), PACFA (Registered Counsellor or Clinical Member), or AASW (full member) — active, not provisional or lapsed.
• Minimum 2 years post-qualification clinical mental health experience (direct client-facing; pre-qualification placements excluded).
• Demonstrated competence with brief structured therapeutic models and documented, regular structured risk assessment practice.
• Comfortable working across a 24/7 rostered service — including availability for evening, weekend, and public holiday shifts.
• Confident delivering via telehealth modalities — phone, video, and live chat.
• Digitally confident — comfortable with digital case management, PROMs tools, and AI-assisted platforms.
• Accurate, timely clinical documentation completed promptly after each contact.
• Active CPD plan and regular clinical supervision engagement.
• Working knowledge of mandatory reporting obligations, Privacy Act 1988, and Australian Privacy Principles in a digital health context.
• Cultural safety awareness — knowledge of the SEWB framework and culturally safe practice for First Nations peoples and CALD communities.

Desirable::
• EAP, PHN-funded, or primary care mental health experience.
• Formal SST training (Talmon / Hoyt / Young model) or supervised SST practice.
• Solution-Focused Brief Therapy (SFBT) competency.
• iCBT or guided self-help delivery experience.
• Prior experience with AI-integrated clinical platforms.
• Dual PACFA / AASW registration.
• Second language relevant to Australian CALD communities.
• Experience with children, young people, or workplace mental health.