Crisis helpline operator
Code 3412.1
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.
Essential skills
Knowledge
- crisis intervention
- company policies
Skills and competences
- apply quality standards in social services
- accept own accountability
- communicate by telephone
- contribute to protecting individuals from harm
- develop professional identity in social work
- assess social service users' situation
- manage social crisis
- maintain records of work with service users
- listen actively
- provide social guidance over the phone
- have computer literacy
- consider social impact of actions on service users
Transversal competences
- act discreetly
- apply organisational techniques
- maintain privacy of service users
- protect vulnerable social service users
- relate empathetically
- adhere to organisational guidelines
- tolerate stress
- health care occupation-specific ethics
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Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences