crisis helpline operator

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.

EssentialOptional

Theoretical Knowledge

health care occupation-specific ethics company policies crisis intervention strategies for handling cases of elder abuse communication counselling methods

Practical Skills

assess social service users' situation tolerate stress provide social guidance over the phone develop professional identity in social work accept own accountability maintain privacy of service users manage social crisis contribute to protecting individuals from harm apply organisational techniques adhere to organisational guidelines apply quality standards in social services consider social impact of actions on service users have computer literacy communicate by telephone relate empathetically listen actively protect vulnerable social service users maintain records of work with service users act discreetly maintain records of phone calls advocate for social service users use computer telephony integration analyse call performance trends apply crisis intervention promote human rights empower social service users refer social service users help clients cope with grief inform on the risks of substance and alcohol abuse maintain telephony system advise on mental health