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.

Alternative Labels

crisis helpline worker

crisis hotline operator

distress helpline operator

distress hotline operator

telephone crisis counselor

telephone crisis support

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

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

Essential Knowledge

company policies crisis intervention health care occupation-specific ethics

Optional Skills and Competences

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

Optional Knowledge

communication counselling methods strategies for handling cases of elder abuse

Skills & Competences

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/92df4ee3-bce3-45f6-a693-597df1b96f43

Status

released

Occupations