Crisis helpline operator
Also known as: telephone crisis counselor, crisis hotline operator, distress helpline operator, crisis helpline worker, telephone crisis support, distress hotline operator
About this occupation
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.
Essential skills and knowledge
- listen actively
- maintain privacy of service users
- protect vulnerable social service users
- relate empathetically
- health care occupation-specific ethics
- develop professional identity in social work
- adhere to organisational guidelines
- consider social impact of actions on service users
- tolerate stress
- assess social service users' situation
- maintain records of work with service users
- apply organisational techniques
Typical tasks and preparation
From the related US occupation profile Telephone Operators (O*NET 43-2021.00). Linked by an official crosswalk: related, not identical; details vary by country.
- Observe signal lights on switchboards, and dial or press buttons to make connections.
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Update directory information.
- Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
- Perform clerical duties such as typing, proofreading, and sorting mail.
- Typical education (US)
- High School Diploma or the equivalent (such as a GED)
- Preparation
- Job Zone 2 of 5
- Interests
- Conventional, Social, Enterprising
Top skills: Active Listening, Speaking, Service Orientation, Social Perceptiveness, Reading Comprehension, Critical Thinking
US median pay: US$41,740 a year (2025), 3,430 employed. Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
Subjects this work relies on
How important each subject's knowledge is in the job itself, rated by people doing it (1 to 5).
- English or Literature in EnglishO*NET: English LanguageImportant (3.2)
- Computer StudiesO*NET: Computers and ElectronicsImportant (3.1)
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Preparation needed
Job Zone 1-2: Very Little to Some Preparation Needed
- Most common education (US)
- High School Diploma or the equivalent (such as a GED)
- Education
- Usually requires a high school diploma or GED, though some occupations may not.
- Experience
- Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.
- Training
- Ranges from a few days to one year of on-the-job training.
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Related occupations
Occupations O*NET links to this one by similar work, skills and knowledge.
- Switchboard Operators, Including Answering Service
- Receptionists and Information Clerks
- Telemarketers
- Office Clerks, General
- Customer Service Representatives
- Telecommunications Equipment Installers and Repairers, Except Line Installers
- Public Safety Telecommunicators
- Dispatchers, Except Police, Fire, and Ambulance
- Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel
- Reservation and Transportation Ticket Agents and Travel Clerks
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.