Basic Information

Ref Number


Primary Location




Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

What will your day-to day activities look like?

  • Assess client’s needs and provide immediate telephone crisis counselling/interventions to employees and family members of customer organisations.
  • Providing telephonic clinical assessments, short term problem solving & referrals to EAP (Employee Assistance program) users across the country
  • Participating in clinical staffing & in-house trainings
  • Assisting contracted affiliate counselors with inquiries regarding referrals and track cases to ensure connection with the appropriate referral.
  • Clinical Associates are strongly encouraged to achieve independent licensure.

What we need from you that will help you perform better in this role?

  • A Master's/MPhil Degree in Counseling Psychology, Social Work, or another clinical counseling field
  • Minimum 2 years of experience required with 340 hours of counselling experience.
  • Ability to multi-task and provide clinical behavioral health services.
  • Excellent risk assessment skills, and an ability to adapt quickly to a client's changing needs.
  • Strong clinical judgment and an understanding of your responsibilities with confidentiality
  • Experience working with substance-related & addictive disorders is an asset.
  • Strong organization skills, ability to follow-up on cases to ensure connection to referrals.
  • Passionate about helping others.
  • Competency to provide a dedicated and meaningful counseling experience to participants over the phone.
  • Empathic and excellent active listening skills.

Additional Job Description

As a Mental Health Counsellor (Titled as Client Care Counsellor and Tele-Counsellor), you will manage clients facing urgent or crisis situations requiring immediate attention via telephone or chat modalities. Taking care of our clients by evaluating needs, assessing risks, crisis containment, assisting in single sessions and providing necessary resources to resolve challenges. This role is assessment-based and providing counselling support.

Language Reference

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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