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 achieved unmatched outcomes in terms of access, clinical effectiveness and cost efficiency.

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 can handle call intake and act as the first point of contact for employees and their dependents accessing Lyra Health Canada services. The counsellor will provide in‑the‑moment counselling support, including containing risk where appropriate.

The role involves working with a wide range of presenting issues and severity levels, robustly managing risk cases, quickly assessing clinical needs, implementing clinically appropriate treatment plans, monitoring, and case‑managing.

There are two fixed‑term contracts available until 2027 to cover maternity leave. The position is a five (5) day a week role; some out‑of‑office shift work may be required from time to time. Remote work is required in Ontario.

• Provide the first point of contact for service users accessing EAP/mental health services 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 assessments to determine service user needs.
• Conduct robust risk assessments and swiftly implement risk management plans as required.
• Based on assessment outcomes, identify suitable support (EAP/mental health short‑term counselling or other services, local charities, healthcare, etc.) for the service user.
• Accurately capture all pertinent information on the clinical database for case management.
• Adhere to all clinical and operational protocols, standards, service levels and procedures.
• Work collaboratively with global clinical teams.
• Liaise with affiliate clinicians for appointments and case updates as required.
• Contribute to service and business development as required.
• Show flexibility in working hours and activities in line with business needs.
• Play an active role in governance and quality assurance as required.

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 with a broad range of psychological health and workplace‑related issues, including mental health, trauma, stress, relationship issues, child‑related issues, anxiety, and substance‑related issues.
• Experience working in high‑pressure, time‑limited environments.
• Experience with high‑risk cases such as suicide, abuse, and substance use.
• Minimum of 3 years of therapeutic delivery experience post‑qualification.

• Computer literacy and the ability to type fast.
• Bilingualism (English and French) is an asset.
• Ability to merge clinical and EAP focus effectively.
• Client service orientation.
• Articulate communication skills.
• Good telephone manner and ability to provide telephonic therapy.
• Strong clinical judgment and risk management ability.
• Excellent time‑management skills.
• Team‑player attitude.
• 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.