company policies
The set of rules that govern the activity of a company.
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.
Competences and skills
37 ESCO relationsEssential knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceCross-sector
2 competencescrisis intervention
Coping strategies in crisis cases which allow individuals to overcome their problems or fears and avoid psychological distress and breakdown.
health care occupation-specific ethics
The moral standards and procedures, ethical questions and obligations specific to occupations in a health care setting such as respect for human dignity, self-determination, informed consent and patient confidentiality.
Essential skills and competences 19 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
10 competencesaccept own accountability
Accept accountability for one`s own professional activities and recognise the limits of one`s own scope of practice and competencies.
act discreetly
Be discreet and don't draw attention.
apply quality standards in social services
Apply quality standards in social services while upholding social work values and principles.
assess social service users' situation
Assess the social situation of service users situation balancing curiosity and respect in the dialogue, considering their families, organisations and communities and the associated risks and identifying the needs and resources, in order to meet physical, emotional and social needs.
consider social impact of actions on service users
Act according to the political, social and cultural contexts of social service users, considering the impact of certain actions on their social well being.
contribute to protecting individuals from harm
Use established processes and procedures to challenge and report dangerous, abusive, discriminatory or exploitative behaviour and practice, bringing any such behaviour to the attention of the employer or the appropriate authority.
develop professional identity in social work
Strive to provide the appropriate services to social work clients while staying within a professional framework, understanding what the work means in relation to other professionals and taking into account the specific needs of your clients.
maintain records of work with service users
Maintain accurate, concise, up-to-date and timely records of the work with service users while complying with legislation and policies related to privacy and security.
- Scope note
- It includes digitally recorded notes.
protect vulnerable social service users
Intervene to provide physical, moral and psychological support to people in dangerous or difficult situations and to remove to a place of safety where appropriate.
tolerate stress
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Cross-sector
9 competencesadhere to organisational guidelines
Adhere to organisational or department specific standards and guidelines. Understand the motives of the organisation and the common agreements and act accordingly.
apply organisational techniques
Employ a set of organisational techniques and procedures which facilitate the achievement of the set goals set such as detailed planning of personnel's schedules. Use these resources efficiently and sustainably, and show flexibility when required.
communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
digital
listen actively
Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
maintain privacy of service users
Respect and maintain the dignity and privacy of the client, protecting his or her confidential information and clearly explaining policies about confidentiality to the client and other parties involved.
manage social crisis
Identify, respond and motivate individuals in social crisis situations, in a timely manner, making use of all resources.
provide social guidance over the phone
Give social support and advice to individuals over the phone listening to their concerns and reacting accordingly.
relate empathetically
Recognise, understand and share emotions and insights experienced by another.
Optional knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competencestrategies for handling cases of elder abuse
The range of strategies and approaches utilised in the identification, termination, and prevention of instances of elder abuse. This incudes understanding of the methods and procedures used to recognise instances of elder abuse, the legal implications of abusive behaviour; and possible intervention and rehabilitation activities.
Cross-sector
2 competencescommunication
The exchange and conveying of information, ideas, concepts, thoughts, and feelings through the use of a shared system of words, signs, and semiotic rules via a medium.
counselling methods
Counselling techniques used in different settings and with various groups and individuals, especially concerning methods of supervision and mediation in the counselling process.
Optional skills and competences 12 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
10 competencesadvise on mental health
Advise persons of all ages and groups in terms of the health-promoting aspects of individual behaviour and institutions with regard to the personal, social and structural factors on physical and mental health.
advocate for social service users
Speak for and on behalf of service users, using communicative skills and knowledge of relevant fields to assist those less advantaged.
apply crisis intervention
Respond methodologically to a disruption or breakdown in the normal or usual function of a person, family, group or community.
empower social service users
Enable individuals, families, groups and communities to gain more control over their lives and environment, either by themselves or with the help of others.
help clients cope with grief
Provide support to clients having experienced the loss of close family or friends and help them to express their grief and recover.
inform on the risks of substance and alcohol abuse
Provide information in the community about the risks and dangers of substance and alcohol abuse.
maintain records of phone calls
Keep track of the phone calls made. Record the caller's personal data, the content of the call and other metadata in accordance with company policies and legal regulations.
maintain telephony system
Prevent telephone faults. Report to the electricians for changing of the equipment and manage telephone installations and moves. Maintain voice-mail system which includes adding, deleting mailboxes and managing security codes and provide voicemail instruction for staff.
refer social service users
Make referrals to other professionals and other organisations, based on the social service users' requirements and needs.
use computer telephony integration
Utilise technology that allows interaction between telephone and computer in order to enable call services directly within a desktop environment.
digital
Cross-sector
2 competencesanalyse call performance trends
Analyse call quality and performance trends. Provide recommendations for future improvement.
promote human rights
Promote and respect human rights and diversity in light of the physical, psychological, spiritual and social needs of autonomous individuals, taking into account their opinions, beliefs and values, and the international and national codes of ethics, as well as the ethical implications of healthcare provision, ensuring their right to privacy and honouring for the confidentiality of healthcare information.