EAP Quality Assurance Officer MMH260619-4

Role Purpose

The QA role is to ensure the clinical development of the clinical team through quality assurance auditing and training. Oversee the delivery of clinical services in accordance with relevant regulatory bodies, aligned to ethical considerations and EAP standards.

Requirements

• Qualified Social Worker / Qualified Clinical /Counselling Psychologist / HPCSA Registered Counsellor
• Postgraduate qualification would be an advantage for Social Work (Masters)
• 5-7 years’ experience in the counselling industry as a practitioner
• Min 2 years’ experience within an EAP Care Centre environment
• Clinical training/facilitation experience will be an advantage
• Multilingual ability with vernacular languages is an advantage

Duties and Responsibilities

• Monitor and evaluate clinical processes and service delivery for quality and effectiveness through QA auditing and SOP review.
• Contribute to the development of clinical protocols to determine the optimal process to implement the various client service solutions.
• Manage the clinical service function, ensuring the highest standards of service delivery in line with ethical obligations to relevant professional governing bodies.
• Provide QA audit feedback to clinical individuals within the care centre
• Identify individual training needs through quality assessments and recommend targeted training interventions
• Form part of the team responsible for Quality Management Systems process and audits
• Assist with daily service recovery tasks: member satisfaction survey auditing, complaints and escalation investigations and reporting
• Provide counselling / coaching interventions for client executives and assist with managing the executive referral channels
• Facilitate client group therapy / debriefing sessions
• Assist with client exit interviews, critical incident stress debrief (CISD) and safety behavioural risk assessment (SBRA) coordination

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