crisis helpline operator
ISCO: 3412. Skills: 37. Essential: 22.
Essential skills
- 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
- company policies
- consider social impact of actions on service users
- contribute to protecting individuals from harm
- crisis intervention
- develop professional identity in social work
- have computer literacy
- health care occupation-specific ethics
- 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
Supporting skills
- advise on mental health
- advocate for social service users
- analyse call performance trends
- apply crisis intervention
- communication
- counselling methods
- 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
- strategies for handling cases of elder abuse
- use computer telephony integration