Mental Health Practitioner

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Mental Health Practitioner will provide proactive and responsive psychological-wellbeing support to employees working in content moderation and related Trust & Safety functions. The role will strengthen psychological safety, normalize access to support, identify early signs of distress, and help employees develop sustainable coping and resilience skills.

As a Mental Health Practitioner, You Will…

• Conduct scheduled and on-demand individual wellbeing coaching or short-term counselling within the practitioner’s professional scope.
• Provide timely support for urgent wellbeing concerns, including same-day assistance where operationally required.
• Facilitate small-group wellbeing sessions addressing team-specific needs, healthy coping, resilience, and stress management.
• Deliver wellbeing and resilience content during onboarding and provide approved refresher or adhoc psychoeducation sessions.
• Maintain a visible and approachable onsite presence through regular floor walks or walk-and-talk engagement while respecting privacy and clinical boundaries.
• Identify and manage clinical and psychological risks, including suicide or self-harm risk assessments and established escalation procedures.
• Provide crisis intervention and coordinate referrals to emergency, specialist, or community services when appropriate.
• Support employees and operational teams following critical or potentially traumatic incidents, including clinically appropriate individual or group debriefing.
• Maintain accurate, timely, and secure appointment, attendance, case-note, and follow-up records.
• Protect confidentiality and report only aggregated wellbeing themes and trends, excluding clinical details and personally identifiable information.
• Partner appropriately with Operations, HR, Wellness, Training, and people leaders while preserving clinical independence and confidentiality.
• Participate in professional supervision, case consultation, internal meetings, and continuing professional development.

As a Mental Health Practitioner, You Need…

• Master’s degree or equivalent postgraduate qualification in Psychology, Clinical Psychology, Counselling Psychology, Health Psychology, Psychotherapy, Guidance Counselling, Mental Health Counselling, Social Work, or another locally recognized clinical discipline.
• Valid and active professional registration, accreditation, or unrestricted licence to practise in Guatemala or Colombia, as applicable.
• At least three years of relevant post-degree or post-qualification mental-health experience.
• Experience providing individual mental-health support using short-term, evidence-based interventions.
• Experience supporting trauma-related concerns, distress, resilience, or general mental health.
• Training and demonstrated competence in suicide and self-harm risk assessment and intervention, including strong crisis-response and safeguarding capability.
• Strong understanding of confidentiality, safeguarding, professional ethics, and privacy obligations.
• Professional fluency in Spanish and English.
• Ability to satisfy applicable reference, background, and professional good-standing checks.
• Experience supporting content moderators, Trust & Safety professionals, first responders, crisis teams, or another workforce exposed to distressing material.
• Experience in a BPO, corporate, onsite employee-wellbeing, or occupational mental-health environment.
• Formal training in short-term or solution-focused counselling and coaching.
• Certification in an established suicide-intervention program such as ASIST, safeTALK, or a locally recognized equivalent.
• Experience designing and facilitating psychoeducational, resilience, onboarding, or group-wellbeing programs.
• Experience working with culturally and linguistically diverse populations and within a multidisciplinary support team.
• Sound clinical judgment, risk prioritization, and calm decision-making in urgent situations
• Trauma-informed, culturally responsive, and evidence-based practice.
• Ability to build trust and maintain clear confidentiality and professional boundaries.
• Effective individual counselling, group facilitation, psychoeducation, and written communication skills.
• Ability to collaborate in a multidisciplinary operational environment without compromising clinical independence.
• Strong organization, secure documentation, time management, and follow-through.
• Adaptability, personal resilience, reflective practice, and a sustainable commitment to professional self-care.
• Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.