Crisis Helpline Operator Legal, Social & Cultural Technicians

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.

Recommended Books

1 book

Occupational Health Ethics

Jacques Tamin

2020

Preview

Coping strategies in crisis cases which allow individuals to overcome their problems or fears and avoid psychological distress and breakdown.

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.

Adhere to organisational or department specific standards and guidelines. Understand the motives of the organisation and the common agreements and act accordingly.

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.

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 …

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.

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 …

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 …

Utilise computers, IT equipment and modern day technology in an efficient way.

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, …

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.

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.

Identify, respond and motivate individuals in social crisis situations, in a timely manner, making use of all resources.

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.

Give social support and advice to individuals over the phone listening to their concerns and reacting accordingly.

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.

Recommended Books

2 books

An easy approach to professional communication

Stefano Calicchio

2020

Preview

Communication Skills Training

Aaron Paul

2019

Counselling techniques used in different settings and with various groups and individuals, especially concerning methods of supervision and mediation in the counselling process.

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 …

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 …

Speak for and on behalf of service users, using communicative skills and knowledge of relevant fields to assist those less advantaged.

Respond methodologically to a disruption or breakdown in the normal or usual function of a person, family, group or community.

Enable individuals, families, groups and communities to gain more control over their lives and environment, either by themselves or with the help of others.

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 …

Make referrals to other professionals and other organisations, based on the social service users' requirements and needs.

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.

Provide information in the community about the risks and dangers of substance and alcohol abuse.

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.

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 …

Utilise technology that allows interaction between telephone and computer. Enable call services directly within a desktop environment.