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skillfactor-pipeline/skills/crisis-helpline-operator/references/skills.md
skillfactor-pipeline af05383bb1 chore: v1 baseline - full 3,039-package catalog with AI-skill enrichment and O*NET backfill 
Snapshot before the quality program (relevance gates, tiered mapping,
QA linter). v1 is the immutable before/after reference; evidence crawl
was at ~175/3039 occupations when tagged.

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
Claude-Session: https://claude.ai/code/session_01PDKeXvpT6tENSvyQGLV1Uq
2026-07-09 05:32:49 +02:00

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Competences — crisis helpline operator

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/92df4ee3-bce3-45f6-a693-597df1b96f43).

Essential

  • accept own accountability (skill/competence)
  • act discreetly (skill/competence)
  • adhere to organisational guidelines (skill/competence)
  • apply organisational techniques (skill/competence)
  • apply quality standards in social services (skill/competence)
  • assess social service users' situation (skill/competence)
  • communicate by telephone (skill/competence)
  • company policies (knowledge)
  • consider social impact of actions on service users (skill/competence)
  • contribute to protecting individuals from harm (skill/competence)
  • crisis intervention (knowledge)
  • develop professional identity in social work (skill/competence)
  • have computer literacy (skill/competence)
  • health care occupation-specific ethics (knowledge)
  • listen actively (skill/competence)
  • maintain privacy of service users (skill/competence)
  • maintain records of work with service users (skill/competence)
  • manage social crisis (skill/competence)
  • protect vulnerable social service users (skill/competence)
  • provide social guidance over the phone (skill/competence)
  • relate empathetically (skill/competence)
  • tolerate stress (skill/competence)

Optional

  • advise on mental health (skill/competence)
  • advocate for social service users (skill/competence)
  • analyse call performance trends (skill/competence)
  • apply crisis intervention (skill/competence)
  • communication (knowledge)
  • counselling methods (knowledge)
  • empower social service users (skill/competence)
  • help clients cope with grief (skill/competence)
  • inform on the risks of substance and alcohol abuse (skill/competence)
  • maintain records of phone calls (skill/competence)
  • maintain telephony system (skill/competence)
  • promote human rights (skill/competence)
  • refer social service users (skill/competence)
  • strategies for handling cases of elder abuse (knowledge)
  • use computer telephony integration (skill/competence)