COUNSELING OFFICER-FOR TELETABEEB

GENERAL PURPOSE

The “Counseling Officer (CO)” is responsible to provide quality counseling for mental health problems, managing crises interventions, and routine social distresses with various positive and effective ways to guide the callers on phone. S/he will keep the friendly manner in order to assist the callers for their right counseling session.

JOB RESPONSIBILITIES AND AUTHORTIES:

• Evaluating the caller’s clinical history and mental health status.
• Provide education and counseling on psychiatric conditions, mental health problems, stress due to chronic diseases, and social distresses according to the recommended counseling guidelines.
• Advise caller by providing specific tips for future relapses of the mental health complications.
• Create awareness about key mental health problems and health education on preventive measures.
• Refer the callers to the proper mental health hospital and medical facilities depending on the diseases and problems by using health directory.
• Keeping up to date medical developments and researches in the mental health and disease management plans.
• Conduct online and onsite mental health screening by using standard protocols and tools.
• Assist in the organization and facilitation of the stress management workshops and other mental health sessions internally and for external customers.
• Maintain confidentiality of the caller’s medical record.
• Any other task assigned by the Shift Supervisor.
• Provide Mental Health Assistance/Health Advise/ General Health Information on both inbound and outbound calls.
• Maintain proper data of mental health issue identified and advice given
• Assist in the ongoing and upcoming projects for TeleTabeeb whenever required
• Identify key areas for internal mental health awareness sessions
• Maintain floor decorum and punctuality as per the defined protocol
• Ensure 100% attendance a month except the assigned quota of leaves with due official approvals from Manager Operations
• Build credible relationship with the colleagues and assist them in their learning
• S/he must ensure the following protocols.
• Data entry accuracy: 90%
• Monthly mental health awareness session (Internal or external): >1/month.
• Floor Decorum: above 90%
• Follow up by outbound > 30% from inbound calls on mental health.
• Floor session preferable on mental health topics > 1/month

COMPETENCY MATRIX:

Technical Skills

• Good knowledge/Skills about managing the Mental Health Problems and Psychiatric conditions.
• Must be regularly updated about the latest trends in the mental health problems particularly in Pakistan.
• Must be computer literate with familiarity of MS office and Internet.

Management Skills

• Leadership Skills – Should be able to manage the stressful situations in an emergency and uncertain situation.
• Good Counseling and Communication Skills particularly in listening, accent and tone.

Key Attributes

• Good command in written and spoken Urdu and English with fluency in any other local language.
• Patient – focused approach in providing care and services.
• Pleasant personality with flexibility to work in rotations (Day or Night Shifts).