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

telephone crisis counselor

crisis hotline operator

distress helpline operator

crisis helpline worker

crisis helpline operator

telephone crisis support

distress hotline operator

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

assess social service users' situation adhere to organisational guidelines relate empathetically listen actively apply organisational techniques consider social impact of actions on service users protect vulnerable social service users apply quality standards in social services maintain privacy of service users manage social crisis contribute to protecting individuals from harm tolerate stress accept own accountability have computer literacy act discreetly communicate by telephone provide social guidance over the phone maintain records of work with service users develop professional identity in social work

Essential Knowledge

company policies health care occupation-specific ethics crisis intervention

Optional Skills and Competences

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

Optional Knowledge

counselling methods communication strategies for handling cases of elder abuse

Concept URI

Concept Uri

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

Status

released

Occupations