(not logged in)

Hide nav pane
books & more

Job Details

Job Number:  39413
140-17 Intake Call Centre Counsellor
Job Posted: Thursday, 2 November 2017
Closing Date: Thursday, 16 November 2017
(68 days ago)
Family Services of Greater Vancouver
Region: Vancouver & Lower Mainland Type: Casual
Location: Vancouver Salary: $26.33/hr



Intake Call Centre Counsellor

Family Services Employee Assistance Programs

Internal Job Competition - #140-17



Do you have the gift for building rapport in highly emotional situations?

Are you looking for an opportunity to deepen your clinical skills?

Would you thrive in a fast-paced team environment where the details matter?





Family Services of Greater Vancouver is a not for profit agency where we work to inspire and support those in our community who need help to reach their full potential: children are nurtured, youth find optimism, adults feel empowered, and parents make choices that build strong families.

Since 1928, Family Services of Greater Vancouver has been creating brighter tomorrows for people and families in our community.  Last year we supported more than 13,000 people to create possibilities for themselves through professional counselling, therapy, education, advocacy, planning, employment support, and other community services. 

Join us to build healthy, vibrant, tomorrows for families in our communities!


Family Services Employee Assistance Programs (FSEAP)


FSEAP is a national provider of Employee Assistance Programs (EAP), Employee and Family Assistance Programs (EFAP), wellness solutions and organizational consulting. As the only not for profit, community-based EAP provider in Canada, we strive to sustain healthy workplaces and strong communities. We are committed to designing and delivering services that meet the unique needs and concerns of organizations, their employees and family members, thereby enhancing the health and effectiveness of the organizations we serve.

FSEAP Vancouver provides services and program management to approximately 475 organizations across the province of British Columbia. Our customers include federal government departments, cities and municipalities, community colleges, school districts, unions, for-profit businesses, and non-profit organizations, with workforces ranging from 10 to over 5,000 employees.


Position Profile


As an intake call centre counsellor you will provide comprehensive clinical intake services to our FSEAP clients. As the first point of contact you will build rapport, provide telephone counselling, stabilize crisis situations and conduct intake assessments to ensure clients get referred to the right resources. You will also coordinate Critical Incident Responses in consultation with management and client organizations. You will adeptly handle multiple demands on your time, prioritize and complete work previously started by colleagues so that client needs get met promptly and records are kept meticulous, as you continue to learn and integrate policies and procedures. You are a clear, skillful, and compassionate communicator with well developed boundaries and time management skills.


Required Qualifications


  • Masters Degree in Counselling Psychology or Social Work or related field
  • Must be registered with a professional body in the province of BC

Job Specific Experience and Knowledge:

  • Minimum one year experience in a clinical setting
  • Superior clinical skills, including significant understanding of mental health and substance abuse issues and short-term, solution-focused treatment approaches
  • Exceptional case management skills, including knowledge of community resources and ability to assist clients to effectively access, utilize, and benefit from those resources
  • Demonstrated ability to create and manage professional clinical records with exacting detail
  • Second language would be an asset, but is not required.


Required Competencies


Commitment to Excellence: Identifies and prioritize tasks, develop and implement plans ensuring optimal use of resources, evaluates and documents outcomes, and adjusts activities in order to meet or exceed expectations.

Technological Competence and attention to detail. Effectively utilizes appropriate technology to manage information, maintain records and communicate with clients, colleagues and community partners.

Personal Effectiveness: Maintains effectiveness in the face of stress, change and challenging situations, demonstrating both adaptability and a commitment to learning. Is aware of own assumptions, values, principles, strengths and limitations and acts consistently with integrity and in alignment with relevant ethical guidelines. Appropriately manage one’s own emotions and strong feelings; maintain a calm and tactful composure under a broad range of challenging circumstances; and think clearly and stay focused under pressure.

Collaborative Communication: Works collaboratively with others to achieve common goals and positive results. Builds rapport and maintains relationships based on mutual respect and trust, appropriate sensitivity and transparency, empathy, and compassion with clients, colleagues, professional associates and the greater community. Encompasses skills of tact, diplomacy, and cultural sensitivity in all encounters with others.

Client-Centered Service: Meets clients where they are. Facilitates, supports, and empowers client motivation and engagement in their own care. Collaborates with clients to identify and design success. Engages clients actively in the change process, encouraging them to take responsibility for their outcomes. Proactively seeks out resources and employs strategies to ensure clients’ needs are met.

Judgment & Decision Making: demonstrates sound judgment and critical thinking in assessing client needs, responding to high-intensity situations and making appropriate referrals.


Why Work Here?

·        Friendly Work Environment

·        Flexible Working Hours

·        Support the Local Community

·        Rewarding Experience




To Apply

Please submit your resume and cover letter outlining your interest and relevant experience with the subject line “Call Centre Counsellor” to:


Anna Kline, MPsych, RCC

Clinical Manager & Counsellor



Work Hours: We are looking to fill one shift during the week - 9-5 (possibly Monday), and casual relief Monday to Friday within the hours of 9-5, as required for coverage needs

Salary/Pay Grade: GS10 Step 1     $26.33/hr

Location: 201-1638 East Broadway, Vancouver

Position Start Date: As soon as possible 

Post End Date: The position will remain open until the role is filled.


Family Services is committed to the principles of diversity. We encourage applications from qualified people of all genders and sexual orientations, visible minorities, Indigenous persons and persons with disabilities.




How to Apply:
Please mention you saw this posting on WorkInNonProfits.ca.
To Apply
Please submit your resume and cover letter outlining your interest and relevant experience with the subject line “Call Centre Counsellor” to:

Anna Kline, MPsych, RCC
Clinical Manager & Counsellor
Contact Details:
To Apply
Please submit your resume and cover letter outlining your interest and relevant experience with the subject line “Call Centre Counsellor” to:

Anna Kline, MPsych, RCC
Clinical Manager & Counsellor
www:   www.fsgv.ca

 Thanks for looking on WorkInNonProfits.ca and good luck with your job search!

Please Note: WorkInNonProfits.ca is not affiliated with and in no way endorses or vets the organization that posted this job. Any links posted within the job will take you to their external site where the same disclaimer applies.

Home Skip to content Skip to navigation Contact us Access keys Hide Left Pane Find a job Post a job Find service provider