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EAP Care Manager
Health Advocate. Provide telephonic and/or live chat needs assessment and screening while managing an inbound EAP phone/chat queue .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in crisis intervention, behavioral health assessment, and solution-focused counseling, with a strong emphasis on ethical standards and confidentiality. Proficient in managing telephonic and digital interactions while providing high-quality member care and documentation.
Highest-signal resume keywords
Master’s Degree In Social WorkActive Professional Licensure (LCSW, LPC, LMFT)Crisis Intervention ExperienceBehavioral Health Assessment SkillsElectronic Case Management System Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Crisis InterventionBehavioral Health AssessmentSolution-Focused CounselingRisk AssessmentClinical DocumentationSafety PlanningTelephonic SupportPsychoeducationCritical Incident ResponseCare Management
Soft Skills
Cultural CompetenceOrganizational SkillsAttention To DetailCritical ThinkingEffective Communication
Tools & Technologies
Electronic Case Management SystemsDigital Platforms
Certifications & Qualifications
LCSWLMSWLPCLMFTLSW
Industry Keywords
Employee Assistance Program (EAP)Crisis SupportWorkplace CounselingConfidentiality RequirementsHIPAA Compliance
About the role
Key responsibilities & impact- Provide telephonic and/or live chat needs assessment and screening while managing an inbound EAP phone/chat queue
- Deliver brief, solution-focused supportive interventions and psychoeducation for stress, anxiety, grief, relationship issues, and substance use
- Conduct risk assessments for suicidal ideation, thoughts of harm to others, substance use, abuse, or violence risks
- Provide crisis intervention and stabilization, including safety planning and connection to urgent or emergent resources
- Explain EAP clinical and work/life benefits and provide individualized recommendations
- Connect members with EAP services, health insurance, or community resources and follow up as clinically appropriate
- Provide consultation and support to HR and managers regarding employee performance concerns and crisis support
- Assist with Critical Incident Response after disruptive workplace events
- Provide telephonic in-the-moment support and help arrange onsite or virtual counseling
- Document all interactions and activities in the electronic case management system
- Adhere to ethical standards, clinical best practices, confidentiality requirements, HIPAA, and applicable regulations
- Participate in individual supervision, team meetings, and case consultation
- Collaborate with colleagues to ensure high-quality member care
- Complete required EAP protocol and procedure training
- Participate in the EAP on-call rotation, typically approximately two weeks per calendar year
Requirements
What you’ll need- Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health or human services field
- Two (2) years of clinical experience, preferably in EAP, crisis intervention, behavioral health assessment, care management, or brief/solution-focused counseling settings
- Active professional licensure in good standing, such as LCSW, LMSW, LPC, LMFT, LSW, or equivalent state credential
- Ability to work efficiently in a fast-paced, queue-based environment
- Ability to use multiple digital platforms and electronic case management systems
- Strong cultural competence and ability to work effectively with diverse populations across workplace settings
- Excellent organizational skills
- Ability to complete timely, accurate clinical documentation
- Strong concentration and attention to detail
- Critical thinking and problem-solving skills
- Effective verbal and written communication skills
- Reliable attendance and availability for scheduled shifts and caseload responsibilities
- Ability to work in a home office environment with appropriate lighting, computer, and phone access
- Ability to participate in an EAP on-call rotation for evenings, weekends, and holidays
Benefits
Comp & perks- Training provided to do the job well
- Supportive supervisors and staff
- Opportunities for career growth and promotion from within
- EAP, health insurance, and community resource connection support for members
- Participation in individual supervision, team meetings, and case consultation
- Required training and competency development
- Remote home office work arrangement