• Provide Employee Assistance Program guidance and support to members and clients. • Receive and manage calls or secure chat contacts in a fast-paced setting using computerized records and call direction systems. • Greet and engage callers and identify needs. • Verify identity and demographics. • Explain EAP services and privacy. • Complete Risk Screening and intake assessments. • Give and facilitate referrals to EAP providers or other appropriate services. • Document all contacts clearly, concisely, and accurately. • Manage calls in a respectful, professional and efficient manner. • Work hours as scheduled to accomplish job functions and assigned tasks within approved work time. • Manage time and priorities effectively to meet quality and production standards as presented in goals for your position. • On call duties outside normal hours of operation as scheduled on a rotating basis.