EWP Coordinator

The main responsibilities of the EWP Account Coordinator are to work closely with the EWP Account Manager in providing support in the day-to-day handling of corporate-related accounts of InTouch and serve as a primary point of contact (POC) for Clients. Key duties include:

• - Develop and maintain strong, long-lasting relationships with client employees, both direct and as a sub-contractor to the global service providers
• - Take the lead in managing skill-building training/talks, workshops, orientations, and EWP-related events, ensuring high quality standards of InTouch service are consistently provided
• - Closely work with Helpline Coordinator on strengthening EWP related services and securing needed feedback and reports
• - Prepare reports and/or ensure timely reporting as required by contracts and ED
• - Assist the Account Manager in responding to complaints as they arise to timely resolution; process improve as needed

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

1. Client/Account Management Assistance

• a. Be known as the point of contact for company Clients and as such be responsible for ensuring Clients are delighted and satisfied with our service.
• b. Manage Client needs with the delivery capabilities of InTouch services.
• c. Responsible for managing database and reporting

2. EWP Talk/Training/Workshop Coordination

Main objective: Be known as the main POC for training coordination with both training providers and Clients.

• a. Promote workshops/training to In Touch existing and prospective clients and aim to achieve monthly target training hours
• b. Ensuring logistical requirements are met for training engagements

3. EWP Helpline Collaboration

Main objective: Ensure the EWP related services are provided in accordance with In Touch standards. Submissions of feedback and needed reports are done in a timely manner.

4. Liaison to internal In Touch units (Service Providers)

Main objective: Partner to ensure the internal service units understand the needs of the EWP Clients and delivery standards. Monitor standards and quality; communicate status with other units and together drive toward delivery excellence. Other units and their responsibilities are:

• a. Counseling Coordinator Appointments, onsite and CIR counselor matching
• b. Helpline Coordinator - work with the Helpline Coordinator as the POC for employee intake and helpline first responder services, client-counseling matching and regular reporting on EWP calls stats
• c. Admin -- Database, Reporting updates, Client Form updates
• d. Accounting Invoicing, monitoring and updates on Outstanding Accounts Receivables

5. Quality Control

Main objectives:

• a. Ensure the minimum service delivery standards are met while continuing to achieve better/best practice standards
• b. Monitor service delivery of all internal InTouch units to ensure accordance with Service Agreements
• c. Tabulate and evaluate feedback results in training/workshops for sharing with Client and the concerned InTouch facilitator or counselor
• d. Address any complaints in a professional and timely manner; apply process improvement as needed