EAP Case Manager

About Lyra

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

The Lyra Health Canada team is looking for an experienced counsellor who is able to handle call

intake and act as the first point of contact for employees and their dependants accessing Lyra

Health Canada services and provide in the moment counselling support including containing risk

where appropriate.

In the role, you will be; working with a wide range of presenting issues and severity, robustly managing risk cases, quickly assessing clinical needs, implementing clinically appropriate treatment plans and monitoring and case managing.

The role is a permanent five (5) day a week role and some out of office hours shift work may be required from time to time. You are required to work remotely in Ontario state. 

The role is remote with annual in person team gathering.

Key Responsibilities:

● Provide the first point of contact for service users accessing EAP/Mental Health service either via the helpline or online chat facility.

● Support and contain service users in the moment with brief goal focused therapeutic support and psychoeducation.

● Complete appropriate brief clinical assessment to determine the service user needs.

● Conduct robust risk assessments and swiftly implement risk management plans as required.

● Based on the outcome of clinical assessment, identify support available and appropriate to the service user either via the EAP/ Mental Health short term counselling or other services, local charities, heath care as clinically appropriate.

● Accurately capture all information on the clinical database pertinent to the clinical management of the case.

● Adhere to all clinical and operational protocols, standards, service levels and procedures.

● Work collaboratively with our global clinical teams.

● Liaising with affiliate clinicians for appointments and case updates as required.

● Contribute to the service and business development as required.

● Flexibility in working hours and activities in line with business needs.

● Play an active role in governance and quality assurance as required

Requirements:

Essential:

● Master’s level counselling qualification appropriate to professional standards of your jurisdiction

in Canada

● Current registration or accreditation with a relevant professional body.

Desired:

● Experience of working with a broad range of psychological health and workplace related issues.

Should include mental health, trauma, stress, relationship issues, child related issues, anxiety, and

substance related issues.

● Experience of working in high pressure, time limited environments.

● Experience in working with high-risk cases such as suicide, abuse, as well as substance use and

abuse.

● Minimum of 3 years working experience. with therapeutic delivery post qualification

Skillset:

● Computer literacy & ability to type fast

• Bilingualism (English and French) is an asset

• Ability to effectively merge Clinical and EAP focus

• Client service orientation

• Articulate

• Good telephone manner and ability to provide telephonic therapy

• Good Clinical understanding and ability to manage risk

• Good time management ability

• Ability to work within a team

• Ability to work well under pressure

• Business and commercial awareness

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact View email address on jobs.lever.co more information about how we use and retain your information, please see our Workforce Privacy Notice."

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.