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.

Tasks

Tasks include -
(a) Collecting information relevant to clients’ needs and assessing their relevant skills, strengths and deficits;
(b) Helping persons with disabilities or the elderly to obtain services and to improve their ability to function in society;
(c) Assisting clients to identify options and develop plans of action while providing necessary support and assistance;
(d) Assisting clients to identify and access community resources including legal, medical and financial assistance, housing, employment, transportation, assistance with moves, day care and other referral services;
(e) Counselling clients living in group homes and half-way houses, supervising their activities and assisting in pre-release and release planning;
(f) Participating in the selection and admission of clients to appropriate programmes;
(g) Providing crisis intervention and emergency shelter services;
(h) Implementing life skills workshops, substance abuse treatment programmes, behaviour management programmes, youth services programmes and other community and social service programmes under the supervision of social work or health care professionals;
(i) Assisting in evaluating the effectiveness of interventions and programmes by monitoring and reporting on clients' progress;
(j) Maintaining contact with other social service agencies, schools and health care providers involved with clients to provide information and obtain feedback on clients' overall situation and progress.