3.4 KiB
3.4 KiB
name, description
| name | description |
|---|---|
| crisis-helpline-operator | Occupational skill for the role 'crisis helpline operator' (also: crisis helpline worker, crisis hotline operator, distress helpline operator, telephone crisis support, telephone crisis counselor, distress hotline operator). Use when the user asks for typical crisis helpline operator work such as: Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.; Record details of calls, dispatches, and messages.; Question callers to determine their locations and the nature of their problems to determine type of response needed. |
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.
Core workflow
- Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
- Record details of calls, dispatches, and messages.
- Question callers to determine their locations and the nature of their problems to determine type of response needed.
- Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.
- Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
- Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
- Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
- Maintain access to, and security of, highly sensitive materials.
How to use this skill
- Read references/profile.md for the occupation profile and scope.
- Consult references/tasks.md for the full task and activity inventory.
- Check references/skills.md for essential vs. optional competences.
- Check references/tools.md for the software commonly used in this role.
- See references/ai-skills.md — matched external AI agent skills (per-source attribution).
Key competences (essential)
- 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
Hot technologies
- Microsoft Access
- Microsoft SharePoint
- Microsoft Outlook
- SAP software
- Microsoft Office software
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Word
Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/92df4ee3-bce3-45f6-a693-597df1b96f43), ONET 30.3 (43-5031.00). See manifest.json for licensing/attribution.*