Profession crisis helpline operator
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.
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- Company policies
The set of rules that govern the activity of a company.
- Crisis intervention
Coping strategies in crisis cases which allow individuals to overcome their problems or fears and avoid psychological distress and breakdown.
- Health care occupation-specific ethics
The moral standards and procedures, ethical questions and obligations specific to occupations in a health care setting such as respect for human dignity, self-determination, informed consent and patient confidentiality.
Line operator - Career Profile
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- Maintain records of work with service users
Maintain accurate, concise, up-to-date and timely records of the work with service users while complying with legislation and policies related to privacy and security.
- Develop professional identity in social work
Strive to provide the appropriate services to social work clients while staying within a professional framework, understanding what the work means in relation to other professionals and taking into account the specific needs of your clients.
- Provide social guidance over the phone
Give social support and advice to individuals over the phone listening to their concerns and reacting accordingly.
- Tolerate stress
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
- Listen actively
Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
- Contribute to protecting individuals from harm
Use established processes and procedures to challenge and report dangerous, abusive, discriminatory or exploitative behaviour and practice, bringing any such behaviour to the attention of the employer or the appropriate authority.
- Act discreetly
Be discreet and don't draw attention.
- Assess social service users' situation
Assess the social situation of service users situation balancing curiosity and respect in the dialogue, considering their families, organisations and communities and the associated risks and identifying the needs and resources, in order to meet physical, emotional and social needs.
- Communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
- Accept own accountability
Accept accountability for one`s own professional activities and recognise the limits of one`s own scope of practice and competencies.
- Maintain privacy of service users
Respect and maintain the dignity and privacy of the client, protecting his or her confidential information and clearly explaining policies about confidentiality to the client and other parties involved.
- Adhere to organisational guidelines
Adhere to organisational or department specific standards and guidelines. Understand the motives of the organisation and the common agreements and act accordingly.
- Apply organisational techniques
Employ a set of organisational techniques and procedures which facilitate the achievement of the goals set. Use these resources efficiently and sustainably, and show flexibility when required.
- Consider social impact of actions on service users
Act according to the political, social and cultural contexts of social service users, considering the impact of certain actions on their social well being.
- Have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
- Protect vulnerable social service users
Intervene to provide physical, moral and psychological support to people in dangerous or difficult situations and to remove to a place of safety where appropriate.
- Apply quality standards in social services
Apply quality stardards in social services while upholding social work values and principles.
- Relate empathetically
Recognise, understand and share emotions and insights experienced by another.
- Manage social crisis
Identify, respond and motivate individuals in social crisis situations, in a timely manner, making use of all resources.
Optional knowledge and skillsstrategies for handling cases of elder abuse help clients cope with grief counselling methods refer social service users analyse call performance trends promote human rights apply crisis intervention advocate for social service users inform on the risks of substance and alcohol abuse use computer telephony integration communication advise on mental health empower social service users maintain telephony system maintain records of phone calls
Source: Sisyphus ODB