[Hiring] Client Care Counsellor @Spectrum.Life

Role Description

Spectrum.Life is a whole-of-health digital partner delivering clinically backed digital health, mental health and wellbeing solutions internationally to over 7.2 million insurance members, 3,000 corporate clients, and 650,000 university students. Established in 2018, we employ over 450 people and our vision is simple: to change and save as many lives as possible.

This is a front-line clinical role within our Band 2 stepped care pathway. As a Client Care Counsellor, you will carry two core responsibilities from the moment a client makes contact:

• Triage — rapid, structured clinical assessment to determine the right care pathway at first contact.
• Single Session Therapy (SST) — purposeful, evidence-based brief intervention where one well-structured session is complete and sufficient.

You will take calls on demand across a 24/7 service, delivering support to clients when they need it — including evenings, weekends, and public holidays on a rostered basis. A typical shift involves up to 8 consultations, combining on-demand triage contacts and pre-scheduled SST sessions.

You will work fully remotely from anywhere in Australia, supporting individuals experiencing mild to moderate mental health difficulties including anxiety, depression, work-related stress, and adjustment challenges. You will work within a NICE-aligned, clinically governed model with real infrastructure, real supervision, and technology that works with you.

This is not a role for practitioners who need multiple sessions to orient before acting clinically. Every contact requires immediate clinical judgement.

Qualifications

• AQF Level 7 minimum — Bachelor of Counselling, Graduate Diploma, accredited Bachelor or qualifying Master of Social Work, or equivalent.
• Current full membership with ACA (Level 2+), PACFA (Registered Counsellor or Clinical Member), or AASW (full member) — active, not provisional or lapsed.
• Minimum 2 years post-qualification clinical mental health experience (direct client-facing; pre-qualification placements excluded).
• Demonstrated competence with brief structured therapeutic models and documented, regular structured risk assessment practice.
• Comfortable working across a 24/7 rostered service — including availability for evening, weekend, and public holiday shifts.
• Confident delivering via telehealth modalities — phone, video, and live chat.
• Digitally confident — comfortable with digital case management, PROMs tools, and AI-assisted platforms.
• Accurate, timely clinical documentation completed promptly after each contact.
• Active CPD plan and regular clinical supervision engagement.
• Working knowledge of mandatory reporting obligations, Privacy Act 1988, and Australian Privacy Principles in a digital health context.
• Cultural safety awareness — knowledge of the SEWB framework and culturally safe practice for First Nations peoples and CALD communities.

Requirements

• EAP, PHN-funded, or primary care mental health experience.
• Formal SST training (Talmon / Hoyt / Young model) or supervised SST practice.
• Solution-Focused Brief Therapy (SFBT) competency.
• iCBT or guided self-help delivery experience.
• Prior experience with AI-integrated clinical platforms.
• Dual PACFA / AASW registration.
• Second language relevant to Australian CALD communities.
• Experience with children, young people, or workplace mental health.

Benefits

• Clinical depth at scale.
• Industry-leading tools.
• Real flexibility.
• Supervision and CPD included.
• Meaningful work.