ISCO Occupation Group 3412.1 Crisis Helpline Operator
From Open Risk Manual
Definition
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
- Crisis Intervention
- Provide Social Guidance Over The Phone
- Apply Quality Standards In Social Services
- Adhere To Organisational Guidelines
- Maintain Records Of Work With Service Users
- Develop Professional Identity In Social Work
- Apply Organisational Techniques
- Protect Vulnerable Social Service Users
- Accept Own Accountability
- Consider Social Impact Of Actions On Service Users
- Act Discreetly
- Maintain Privacy Of Service Users
- Communicate By Telephone
- Manage Social Crisis
- Relate Empathetically
- Company Policies
- Assess Social Service Users' Situation
- Listen Actively
- Tolerate Stress
- Contribute To Protecting Individuals From Harm
- Health Care Occupation-Specific Ethics
- Have Computer Literacy
Optional Skills
- Advise On Mental Health
- Refer Social Service Users
- Communication
- Maintain Records Of Phone Calls
- Analyse Call Performance Trends
- Counselling Methods
- Empower Social Service Users
- Use Computer Telephony Integration
- Apply Crisis Intervention
- Maintain Telephony System
- Strategies For Handling Cases Of Elder Abuse
- Help Clients Cope With Grief
- Promote Human Rights
- Inform On The Risks Of Substance And Alcohol Abuse
- Advocate For Social Service Users
Alternative Names
- Telephone Crisis Counselor
- Crisis Hotline Operator
- Distress Helpline Operator
- Crisis Helpline Worker
- Telephone Crisis Support
- Distress Hotline Operator
