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.

Essential Skills and Competencies

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• Accept Own Accountability • Act Discreetly • Adhere to Organisational Guidelines • Apply Organisational Techniques • Apply Quality Standards in Social Services • Assess Social Service Users' Situation • Communicate By Telephone • Consider Social Impact of Actions on Service Users • Contribute to Protecting Individuals From Harm • Develop Professional Identity in Social Work • Have Computer Literacy • Listen Actively • Maintain Privacy of Service Users • Maintain Records of Work with Service Users • Manage Social Crisis • Protect Vulnerable Social Service Users • Provide Social Guidance Over the Phone • Relate Empathetically • Tolerate Stress

Knowledge

• Company Policies • Crisis Intervention • Health Care Occupation-specific Ethics

Alternative Related Job

• Telephone Crisis Counselor • Crisis Hotline Operator • Distress Helpline Operator • Crisis Helpline Worker • Telephone Crisis Support • Distress Hotline Operator

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