Crisis helpline operator jobs in Finland
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.
Crisis helpline operator - Which skills are essential?
Apply quality stardards in social services while upholding social work values and principles.
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.
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.
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.
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.
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.
Be discreet and don't draw attention.
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.
Coping strategies in crisis cases which allow individuals to overcome their problems or fears and avoid psychological distress and breakdown.
Recognise, understand and share emotions and insights experienced by another.
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.
Identify, respond and motivate individuals in social crisis situations, in a timely manner, making use of all resources.
Adhere to organisational or department specific standards and guidelines. Understand the motives of the organisation and the common agreements and act accordingly.
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.
Utilise computers, IT equipment and modern day technology in an efficient way.
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Employ a set of organisational techniques and procedures which facilitate the achievement of the goals set. Use these resources efficiently and sustainably, and show flexibility when required.
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
Act according to the political, social and cultural contexts of social service users, considering the impact of certain actions on their social well being.
Give social support and advice to individuals over the phone listening to their concerns and reacting accordingly.
The set of rules that govern the activity of a company.
Accept accountability for one`s own professional activities and recognise the limits of one`s own scope of practice and competencies.
Crisis helpline operator - Which skills are useful but not essential?
Counselling techniques used in different settings and with various groups and individuals, especially concerning methods of supervision and mediation in the counselling process.
Exchanging and conveying information, ideas, concepts, thoughts, and feelings through the use of a shared system of words, signs, and semiotic rules via a medium.
Utilise technology that allows interaction between telephone and computer. Enable call services directly within a desktop environment.
Enable individuals, families, groups and communities to gain more control over their lives and environment, either by themselves or with the help of others.
Respond methodologically to a disruption or breakdown in the normal or usual function of a person, family, group or community.
Analyse call quality and performance trends; provide recommendations for future improvement.
Provide support to clients having experienced the loss of close family or friends and help them to express their grief and recover.
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.
Speak for and on behalf of service users, using communicative skills and knowledge of relevant fields to assist those less advantaged.
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.
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.
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.
Make referrals to other professionals and other organisations, based on the social service users' requirements and needs.
Provide information in the community about the risks and dangers of substance and alcohol 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.