crisis helpline operator (EN)
ISCO 3412 · v1.2.1
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.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- telephone crisis counselor
- crisis hotline operator
- distress helpline operator
- crisis helpline worker
- telephone crisis support
- distress hotline operator
Skills and knowledge
Essential (EN) · 22
- apply quality standards in social services
- health care occupation-specific ethics
- protect vulnerable social service users
- contribute to protecting individuals from harm
- develop professional identity in social work
- maintain privacy of service users
- act discreetly
- assess social service users' situation
- crisis intervention
- relate empathetically
- listen actively
- manage social crisis
- adhere to organisational guidelines
- maintain records of work with service users
- have computer literacy
- tolerate stress
- apply organisational techniques
- communicate by telephone
- consider social impact of actions on service users
- provide social guidance over the phone
- company policies
- accept own accountability
Optional (EN) · 15
- counselling methods
- communication
- use computer telephony integration
- empower social service users
- apply crisis intervention
- analyse call performance trends
- help clients cope with grief
- promote human rights
- advocate for social service users
- maintain records of phone calls
- advise on mental health
- maintain telephony system
- refer social service users
- inform on the risks of substance and alcohol abuse
- strategies for handling cases of elder abuse
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