137 lines
4.9 KiB
Markdown
137 lines
4.9 KiB
Markdown
# Competences — crisis helpline operator
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Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/92df4ee3-bce3-45f6-a693-597df1b96f43).
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## Essential
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- **accept own accountability** (skill/competence)
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- **act discreetly** (skill/competence)
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- **adhere to organisational guidelines** (skill/competence)
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- **apply organisational techniques** (skill/competence)
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- **apply quality standards in social services** (skill/competence)
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- **assess social service users' situation** (skill/competence)
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- **communicate by telephone** (skill/competence)
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- **company policies** (knowledge)
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- **consider social impact of actions on service users** (skill/competence)
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- **contribute to protecting individuals from harm** (skill/competence)
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- **crisis intervention** (knowledge)
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- **develop professional identity in social work** (skill/competence)
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- **have computer literacy** (skill/competence)
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- **health care occupation-specific ethics** (knowledge)
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- **listen actively** (skill/competence)
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- **maintain privacy of service users** (skill/competence)
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- **maintain records of work with service users** (skill/competence)
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- **manage social crisis** (skill/competence)
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- **protect vulnerable social service users** (skill/competence)
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- **provide social guidance over the phone** (skill/competence)
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- **relate empathetically** (skill/competence)
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- **tolerate stress** (skill/competence)
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## Optional
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- advise on mental health (skill/competence)
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- advocate for social service users (skill/competence)
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- analyse call performance trends (skill/competence)
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- apply crisis intervention (skill/competence)
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- communication (knowledge)
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- counselling methods (knowledge)
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- empower social service users (skill/competence)
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- help clients cope with grief (skill/competence)
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- inform on the risks of substance and alcohol abuse (skill/competence)
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- maintain records of phone calls (skill/competence)
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- maintain telephony system (skill/competence)
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- promote human rights (skill/competence)
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- refer social service users (skill/competence)
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- strategies for handling cases of elder abuse (knowledge)
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- use computer telephony integration (skill/competence)
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<!-- market-evidence -->
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## Market evidence (job-ad analysis, 6 ads, as of 2026-07-10)
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Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.
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### Hard skills
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- crisis intervention — **100 %**
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- data collection — **50 %**
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- de-escalation techniques — **33 %**
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- active listening — **33 %**
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- behavioral health assessment — **17 %**
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- care coordination — **17 %**
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- case documentation review — **17 %**
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- case management — **17 %**
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- child abuse reporting — **17 %**
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- clinical guidance — **17 %**
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- data analysis — **17 %**
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- documentation — **17 %**
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- medical necessity screening — **17 %**
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- mental health assessment — **17 %**
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- emergency coordination — **17 %**
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- emergency response — **17 %**
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- data management — **17 %**
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- needs assessment — **17 %**
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- performance monitoring — **17 %**
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- psychological first aid — **17 %**
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- record keeping — **17 %**
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- resource identification — **17 %**
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- staff training — **17 %**
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- suicide assessment — **17 %**
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- safety planning — **17 %**
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- risk assessment — **17 %**
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- trauma-informed care — **17 %**
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### Methods
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- trauma-informed care — **17 %**
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- warm handoffs — **17 %**
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- solution-focused therapy — **17 %**
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- suicide intervention — **17 %**
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- recovery coaching — **17 %**
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- recovery concepts — **17 %**
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- recipient rights training — **17 %**
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- nonjudgmental communication — **17 %**
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- harm reduction — **17 %**
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- crisis support — **17 %**
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- de-escalation techniques — **17 %**
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- compassionate communication — **17 %**
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### Responsibilities
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- crisis call attendance — **17 %**
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- crisis contact response — **17 %**
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- client interaction documentation — **17 %**
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- clinical consultation — **17 %**
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- crisis request response — **17 %**
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- call center adherence — **17 %**
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- call center operation — **17 %**
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- call de-escalation — **17 %**
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- caller resource connection — **17 %**
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- data collection — **17 %**
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- daily operations oversight — **17 %**
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- crisis de-escalation — **17 %**
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- hotline staff supervision — **17 %**
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- information provision — **17 %**
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- intent screening — **17 %**
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- documentation — **17 %**
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- documentation maintenance — **17 %**
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- outbound calling — **17 %**
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- overdose recognition guidance — **17 %**
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- policy implementation — **17 %**
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- naloxone administration instruction — **17 %**
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- follow-up support — **17 %**
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- resource provision — **17 %**
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- referral provision — **17 %**
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- report preparation — **17 %**
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- supervision participation — **17 %**
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- support request handling — **17 %**
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- third-party support — **17 %**
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- ticketing platform monitoring — **17 %**
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- training participation — **17 %**
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- staff mentorship — **17 %**
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- staff scheduling — **17 %**
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- safety assessment — **17 %**
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- safety assurance — **17 %**
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<!-- market-evidence -->
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