Module A – Hotline/Chat Operators Quiz

Hotline operators should give their personal contact details to users.

The person who is seeking help needs to know that they are talking to a real person.

It is of utmost importance for the operator to keep their personal boundary intact as best as they can.

Even if the conversation continues past the end of the shift, it is ok for the operator to continue working.

A reason why operators should be keeping their boundary is in order to prevent burnout.

Call their parents
Ask about their day
Inform the emergency services about the reason for calling.
Give your name and your contact number.
Dial 112
Give any details that the support seeker gave including their location, contact number, name and/or planned method of suicide.
Ask the Emergency contact to follow up immediately on your call because you are very concerned for the safety of the support seekers’ life.
Ask about their life
Contact your Supervisor or Operator Leader and inform them of what has happened.