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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Personality Type

  • Conventional / Social

Knowledge

  • Crisis intervention

    Coping strategies in crisis cases which allow individuals to overcome their problems or fears and avoid psychological distress and breakdown.

  • Company policies

    The set of rules that govern the activity of a company.

  • 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.

Skills

  • 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.

  • 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.

  • 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.

  • 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.

  • Tolerate stress

    Maintain a temperate mental state and effective performance under pressure or adverse circumstances.

  • Communicate by telephone

    Liaise via telephone by making and answering calls in a timely, professional and polite manner.

  • Apply organisational techniques

    Employ a set of organisational techniques and procedures which facilitate the achievement of the set goals set such as detailed planning of personnel's schedules. Use these resources efficiently and sustainably, and show flexibility when required.

  • 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.

  • Act discreetly

    Be discreet and don't draw attention.

  • Accept own accountability

    Accept accountability for one`s own professional activities and recognise the limits of one`s own scope of practice and competencies.

  • Apply quality standards in social services

    Apply quality stardards in social services while upholding social work values and principles.

  • Manage social crisis

    Identify, respond and motivate individuals in social crisis situations, in a timely manner, making use of all resources.

  • 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.

  • Provide social guidance over the phone

    Give social support and advice to individuals over the phone listening to their concerns and reacting accordingly.

  • Relate empathetically

    Recognise, understand and share emotions and insights experienced by another.

  • 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.

  • Have computer literacy

    Utilise computers, IT equipment and modern day technology in an efficient way.

  • 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.

  • 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.

Optional knowledge and skills

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