EAP Care Manager 2
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. This is a full-time, 40-hour-per-week position working Monday through Friday, 11:30 a.m.–8:00 p.m. EST. The role is fully remote and requires a suitable, distraction-free home office with appropriate lighting, a computer, and phone access. The position also participates in an after-hours on-call rotation for evenings, weekends, and holidays, typically for approximately two weeks per calendar year.
Requirements
- Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health or human services field.
- Two years of clinical experience.
- 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.
- Ability to work the Monday–Friday, 11:30 a.m.–8:00 p.m. EST schedule and participate in the stated on-call rotation.
Nice To Haves
- Clinical 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 such as stress, anxiety, grief, relationship issues, and substance use.
- Conduct risk assessments for members presenting with suicidal ideation, thoughts of harm to others, substance use issues, or risk of 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 members’ needs and goals.
- Connect members to EAP services, health insurance, or community resources, and follow up to support engagement and connection to services when clinically appropriate.
- Provide consultation and support to HR and managers regarding employee performance concerns, crisis support, or other matters within EAP scope, while maintaining professional boundaries and confidentiality, as needed.
- Assist with Critical Incident Response following a disruptive workplace event by providing telephonic, in-the-moment support and/or arranging onsite or virtual counseling at the worksite, as needed.
- Document interactions and activities accurately and promptly 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 support 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
