Clinical Team Leader: Employee Assistance Programme MMH250603-16

Role Purpose

To lead and support a team by integrating clinical expertise, emotional intelligence and strategic business insight - ensuring exceptional client outcomes and fostering a high-performing, cohesive environment.

Requirements

• National Senior Certificate
• Qualified Registered Counsellor, psychologist or Social Worker
• Valid registration with the relevant professional regulatory body
• 5 Years' working experience in an Employee Assistance Programme environment
• 3-5 Years’ experience in a leadership role is highly advantageous
• Proficiency in Office 365
  
  

Duties and Responsibilities

• Oversee the overall administration, staffing and cost aspects of the EAP call centre, ensuring optimal operational efficiency.
• Drive a culture of high performance through ongoing performance management to ensure quality service delivery and employee engagement.
• Coordination, management and monitoring of Critical Incident Stress Debriefings (CISDs), maintaining a standard of excellence that consistently exceeds client Service Level Agreements (SLAs).
• Actively contribute to operational strategy and execution by engaging in regular meetings.
• Participate in clinical reviews, offering insight and oversight to support case quality, compliance and client satisfaction.
• Respond promptly and effectively to escalated cases or service issues, ensuring all concerns are resolved within SLA timeframes while maintaining high standards of professionalism and client care.
• Compile and present regular reporting on operational challenges, achievement of care centre targets, operational statistics and interventions implemented within the team.
• Daily monitoring and motivating of telephone clinicians, case managers and administrators to ensure departmental objectives are met.
• Create a positive work climate and culture to give meaning to work, minimise work disruption and maximise employee productivity.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Encourage innovation, change agility and collaboration within the team.
  
  

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