Job Description for Helpline Consultant

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Job description for a telephone helpline consultant. Full document

Occupational Safety and Health

Occupational Safety and Health / Job descriptions

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I. General Provisions

The position of consultant of the Hotline Service is being introduced into the staffing of the Center for Psychological and Pedagogical Assistance to the Population to provide emergency psychological assistance by telephone to various categories, social and age groups of the population.
The Helpline Service Consultant is appointed and dismissed by order of the director of the Center for Psychological and Pedagogical Assistance.
The consultant of the Hotline service reports directly to the head of the department of emergency psychological assistance by telephone, who organizes the work of the service.
The consultant's working hours are __ hours, of which __ hours are direct telephone consultations (including participation in supervisory work - __ hours) and __ hours are methodological work (work with methodological literature, participation in seminars, training groups, preparation of thematic trainings for others consultants, participation in the advertising activities of the service).
Helpline Consultant must know:

fundamentals of labor legislation;
regulatory documents in force in the service;
basics of psychology;
methodological materials for the provision of emergency psychological assistance by telephone;
coordinates of state, social, special institutions for the direction of applicants.

The Hotline Service Consultant must have the skills used in the work: active listening, feedback, etc.
The Consultant of the Helpline Service strives for self-development, expansion of knowledge and general outlook, improves his skills and abilities of telephone counseling.
The consultant takes part in the creation and distribution of promotional materials for the service.

II. Official duties

Helpline Consultant:

Provides emergency psychological assistance by telephone to persons in a crisis situation; provides the necessary information; fixes all calls in the journal and statistical sheet according to the codifier.
Obliged to comply with the internal regulations in accordance with the Helpline Code.
It is obligated to consult a psychologist once a month for the purpose of mental hygiene.

III. Rights

The Helpline Service Consultant has the right to:

Make proposals to improve the efficiency of their activities and the activities of the Hotline service.
Independently make decisions within their competence and bear responsibility for them.
Bring the problems of working with subscribers that have arisen at any nearest general meeting of employees.

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