Job Description

Layla empowers Canadians to take greater control of their mental health, bridging the gap between wanting care and getting it. Through a client-centered approach, we make it faster to connect with the right therapist or mental health support.

We are looking for a driven individual with excellent customer service and client care skills.

This is a full-time role, weekday schedule. This is a remote position, and is open to anyone residing in Ontario. Travel to GTA (3-4 times per year) will be required and expenses covered by the company if the applicant resides outside the GTA. Applicants must be legally eligible to work in Canada.

Please note our whole team is remote and all interviewing and training will be done virtually.

Responsibilities

Acting as the clients’ first point of contact with Layla and building a trusted relationship
Engaging in email and phone dialogue in a timely, professional, and helpful manner;
Keeping thorough and up-to-date logs on a daily basis;
Coordinating counseling and therapy services that fit clients’ needs and preferences. This includes conducting intake that takes into account multiple factors and where appropriate risk assessment and planning;
Working collaboratively with the client and therapists throughout the duration of the case to ensure high quality and clients/partner satisfaction;
Working with the Layla team to identify and assess processes to continually improve service delivery;
Responsible for a variety of administrative tasks that evolve over time,
Supporting initiatives outside of client and therapist coordination, including working collaboratively with various teams and functions across Layla on different projects

Interests

Passion for exceptional client service and the systems and culture required to achieve it;
Interest in mental health, evidence-based practice, and appreciation for what drives success in therapy;
Enjoys talking to and helping people and advocating for their wellness;
Interest in being part of a high-growth, fast changing start-up. Able to handle uncertainty, change, and fluctuations in workload from time to time;

Professional Experience and Qualities

An undergraduate degree, graduate degree, or diploma in a mental health related field (e.g. Social Work, Social Service Work, Psychology, Mental Health, Mental Health & Addictions)
Eligibility to register as Registered Social Worker or Registered Social Service Worker is considered an asset
1+ years of combined work experience (including practicum) in client care, customer service, healthcare operations, case coordination/management, social work, or other related roles. Some of this experience is required to be in a frontline mental health related role;
Excellent customer service skills;
Strong attention to detail and organization; ability to deliver high quality client care with high levels of responsiveness, efficiency, and accuracy;
Problem solver – proactive and positive minded;
Adaptable and quick study of updates to tech systems and workflow;
High tolerance for change in a growing and evolving organization;
Computer skills (Google Suite, Sheets/Excel) and highly comfortable with technology;
A dedicated professional, with high level of responsibility and care for their work

Location & logistical requirements

This is a remote full time job requiring 40 working hours per week. You will have some flexibility in setting your own schedule (e.g. starting anytime between 8am to 10am EST).
Access to private, quiet and confidential workspace that allows for the protection of confidential information and the avoidance of disruption. This is important for team collaboration as well as speaking to clients professionally and confidentially.
Access to a mobile phone and internet connection with sufficient bandwidth and connection speed. Company will provide a setup budget, computer as well as a set monthly budget to cover the use of personal devices for work.

Benefits

A diverse, passionate, and friendly team
Supportive health & wellness benefits for you and your family.
Comprehensive benefits package.
20 paid vacation days
Employee Development Benefit - time and annual budget to support your learning and professional growth.
Potential for growth and career advancement in a dynamic startup environment

How to Apply:

We appreciate your interest in Layla, please apply using the provided link: https://laylacare.applytojobs.ca/layla therapy/31082 . We look forward to reviewing your application, and will be in touch if your profile matches our current needs.

Application Deadline: June 27th at 4:30pm EST

Screening Calls/Assessments: July 4th - July 16th

Panel Interviews/Senior Leadership Interviews: July 22nd - July 26th

Expected start date: September 9th 2024

Job Types: Full-time, Permanent

Salary: $48,000.00 per year

At Layla, one of our core values is to promote diversity. We welcome applications from a broad range of candidates including those with non-traditional backgrounds as well as non-Canadian experience. If you’re unsure about your qualifications for this position, we’d still encourage you to apply.

Please note that due to the sensitive nature of the work we do, a background check is required as a condition of employment.

Layla welcomes applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.

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