Social Auxiliary Worker: Assistance Programme Administrator MMH

Role Purpose

To ensure administrative functions within the Employee Assistance Programme Care Centre are completed within service level agreements, resulting in cases being managed efficiently.

• National Senior Certificate
• Certificate in Social Auxiliary Work
• Successfully completed social auxiliary work training
• Must be registered with the South African Council for Social Service Professions (SACSSP) as a Social Auxiliary Worker
• 2 - 3 Years’ experience as a Social Auxiliary Worker
• Minimum of 2 years’ basic counselling experience
• Minimum of 2 years’ administrative experience
• Previous working experience in the healthcare / financial services industry is advantageous
• MS 365 Proficiency, particularly Excel

• Provide support to the case managers, including but not limited to liaising with various stakeholders and ensuring that clients adhere to follow-up sessions and client check-ins.
• Liaise with affiliates for updates on referred cases.
• Ensure fair distribution of work that comes into the allocation inboxes.
• Keep accurate records for each piece of work done, including appointments, phone calls, referrals, action plan/revisions and any other significant information affecting the tracking of a client’s interaction with the team.
• Accurately capture and process affiliate invoices within the required time frames.
• Respond to after hours and weekend crisis calls for assistance when necessary.

• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

• Build strong relationships through providing specialist know-how and expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development.

• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Implement and provide input into governance processes, systems and legislation within area of specialisation.
• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
• Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.

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