EAP INBOUND COUNSELLOR

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

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 DETAILS

BUSINESS UNIT: Operations - Clinical Support

DATE OF JOB PROFILE: 4 February 2026

FAIS: No

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

KEY RESPONSIBILTIES

1. Inbound Counselling & Support

• 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.
• Support clients experiencing stress, anxiety, depression, trauma, grief, conflict and life transitions.

2. Assessment & Risk Management

• Conduct 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 Navigation

• Determine 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 & Reporting

• Maintain 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 Excellence

• Deliver 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 Development

• 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.

PERSON DETAILS: WORK EXPERIENCE REQUIRED

• Minimum 2 – 3 years counselling experience, preferably in an EAP, call-centre, or short-term intervention environment.
• Experience with crisis calls and high risk assessments is strongly advantageous.

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY REQUIRED 

• Relevant tertiary qualification in Psychology, Social Work, Counselling or equivalent.
• Registered with HPCSA or SACSSP.

CORE COMPETENCIES REQUIRED

1. Clinical Competencies

• Brief and solution focussed counselling.
• Crisis intervention and de-escalation.
• Risk assessment and safety planning.
• Trauma-informed care.
• Ethical decision making.

2. Behavioural Competencies

• Emotional intelligence and empathy.
• Strong listening and communication skills.
• Calm, grounded presence under pressure.
• Professional boundaries and resilience.
• Cultural awareness and inclusivity.

3. Technical & Operational Competencies

• Telephonic counselling proficiency.
• Case management and documentation.
• Working within defined EAP frameworks and limits.
• Ability to navigate multiple systems and platforms.

• Accountability
• Action Orientated
• Collaborative 
• Communication Skills 
• Writing Skills 
• Manage Complexity
• Problem Solving Skills 
• Creative Thinking
• Decision Making Skills 
• Efficient and Effective Mindset
• Financial Acumen
• Planning and Organisation 
• Resilient and adaptive 
• Resourceful
• Significance and values orientated