EAP Care Manager 2

LanguageLine Solutions

16h•$28 - $35•Remote

About The Position

The EAP Care Manager is a mental health professional who provides telephonic and/or live chat support to members accessing the Employee Assistance Program (EAP). The role delivers brief clinical assessment, crisis intervention, solution-focused support, referral coordination, and workplace consultation services while ensuring a high-quality member experience and adherence to clinical best practices, confidentiality standards, and organizational workflows. The Care Manager assesses members through an inbound phone or chat queue, offers brief supportive interventions and psychoeducation, evaluates risk, and provides crisis stabilization and referrals as appropriate. The role also explains EAP and work/life benefits, coordinates connections to services, documents interactions in the electronic case management system, and collaborates with colleagues through supervision, meetings, and case consultation. The position is fully remote and requires a home office environment with appropriate lighting, a computer, and phone access.

Requirements

Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health or human services field.
Two years of clinical experience; experience in EAP, crisis intervention, behavioral health assessment, care management, or brief/solution-focused counseling settings is preferred.
Active professional licensure in good standing, such as LCSW, LMSW, LPC, LMFT, LSW, or an equivalent state credential.
Ability to work efficiently in a fast-paced, queue-based environment while using 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 and ability to complete timely, accurate clinical documentation.
Strong concentration, attention to detail, critical thinking, problem-solving, and verbal and written communication skills.
Home office environment with appropriate lighting, a computer, phone access, and a workspace free from distractions.

Nice To Haves

Experience in Employee Assistance Programs (EAP), crisis intervention, behavioral health assessment, care management, or brief/solution-focused counseling settings.

Responsibilities

Provide telephonic and/or live chat needs assessment and screening while managing an inbound EAP phone/chat queue.
Deliver brief, solution-focused, in-the-moment supportive interventions and psychoeducation for concerns including stress, anxiety, grief, relationship issues, and substance use.
Conduct risk assessments for concerns such as suicidal ideation, thoughts of harm to others, substance use issues, and risk for abuse or violence.
Provide crisis intervention and stabilization, including safety planning and connection to urgent or emergent resources when indicated.
Explain EAP clinical and work/life benefits and provide individualized recommendations to meet each member’s needs and goals.
Connect members to EAP services, health insurance, or community resources and follow up to support successful engagement and connection to services, as clinically appropriate.
Provide consultation and support to HR and managers regarding employee performance concerns, crisis support, or other issues within EAP scope, while maintaining professional boundaries and confidentiality, as needed.
Assist with Critical Incident Response following a workplace Disruptive Event by providing telephonic support and/or arranging onsite or virtual counseling at the worksite, as needed.
Document all interactions and activities accurately and promptly in the electronic case management system.
Adhere to ethical standards, clinical best practices, and confidentiality requirements, including HIPAA and applicable regulations.
Participate in individual supervision, team meetings, and case consultation.
Collaborate with colleagues to ensure high-quality member care.
Maintain reliable attendance and availability for scheduled shifts and caseload responsibilities.
Complete required training and maintain competency in EAP protocols and procedures.
Participate in the EAP on-call rotation for after-hours coverage, including evenings, weekends, and holidays, typically for approximately two weeks per calendar year.