§ OCCUPATION · GLOBAL STANDARDS

crisis helpline operator

Crisis helpline operators provide advice and support to distraught callers via the telephone.

Description

Crisis helpline operators provide advice and support to distraught callers via the telephone. They have to deal with a diverse range of issues such as abuse, depression and financial problems. Helpline operators maintain records of the phone calls according to regulations and privacy policies.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

company policies health care occupation-specific ethics crisis intervention

OPTIONALAdjacent knowledge that strengthens fit

counselling methods strategies for handling cases of elder abuse communication

Practical Skills

ESSENTIALApplied skills & competences

relate empathetically provide social guidance over the phone maintain privacy of service users act discreetly protect vulnerable social service users communicate by telephone tolerate stress develop professional identity in social work maintain records of work with service users consider social impact of actions on service users apply quality standards in social services accept own accountability have computer literacy apply organisational techniques manage social crisis contribute to protecting individuals from harm listen actively assess social service users' situation adhere to organisational guidelines

OPTIONALOptional competences

promote human rights advise on mental health use computer telephony integration advocate for social service users maintain records of phone calls refer social service users help clients cope with grief analyse call performance trends empower social service users inform on the risks of substance and alcohol abuse maintain telephony system apply crisis intervention

Data Source: Unified Global Standards (ISCED, ISCO, O*NET, ESCO)