This describes the essential skills and knowledge and their level required for this unit

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively perform task skills task management skills contingency management skills and jobrole environment skills as outlined in elements and performance criteria of this unit

These include knowledge of

Awareness of unique issues for callers with special needs including those from an Aboriginal andor Torres Strait Islanderculturally and linguistically diverse CALD background

Basic understanding of relevant guidelines and legislation

Communication stylestechniques and how to apply them

Organisation policies and procedures

Personal attitudes beliefs and values and how these might facilitate or impede effective communication

Principles of effective communication in particular communication processes that support resilience and selfmanagement in others

Procedures for facilitating referrals and emergency interventions

Scope and limitations of telephone assessment role

Service and own role boundaries

Understanding of the cognitive or emotional barriers and dynamics in seeking help

Essential skills

It is critical that the candidate demonstrate the ability to

Communicate effectively with callersclients supervisors and coworkers

Demonstrate willingness to work within philosophy policies and procedures of the organisation to address callers needs

Establish priorities manage time effectively and demonstrate welldeveloped personal organisation skills

Identify requirements outside scope of role responsibility knowledge and skill

Use skills in defusing challenging situations to ensure support and positive outcomes for callers who may be highly stressed

Work collaboratively with internal and external stakeholders to achieve organisation goals

In addition the candidate must be able to demonstrate relevant task skills task management skills contingency management skills and jobrole environment skills

These include the ability to

Communicate with callers in a representative range of workplace situations and involving

adjusting communication to meet differing needs

providing feedback

strategies to minimise conflict and tensions

using active listening and recognising nonvisual triggers

using language that is respectful nonjudgemental and neutral

Demonstrate skills in

accurate data entry using current assessment tools and technology

applying basic understanding of relevant guidelines and legislation

effective communication

information gathering and situation analysis

negotiation

Use oral communication skills language competence required to fulfil job roles as specified by the organisation including

acknowledging and responding to a range of views

active listening

asking for clarification and probing as necessary

asking questions

negotiating solutions

using interviewing techniques

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate this unit of competency

The individual being assessed must provide evidence of specified essential knowledge as well as skills

This unit is best assessed in the workplace or in a realistic simulated workplace setting under the normal range of workplace conditions

Consistency of performance should be demonstrated over the required range of situations relevant to the workplace

Where for reasons of safety space or access to equipment and resources assessment takes place away from the workplace the assessment environment should represent workplace conditions as closely as possible

Access and equity considerations

All workers in community services should be aware of access equity and human rights issues in relation to their own area of work

All workers should develop their ability to work in CALD environments

In recognition of particular issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on Aboriginal andor Torres Strait Islander clients and communities

Context of and specific resources for assessment

This unit can be assessed independently however holistic assessment practice with other community services units of competency is encouraged

Resources essential for assessment include

workplace health and safety WHS guidelines

relevant organisation and legislative guidelines standards and procedures

Method of assessment

In cases where the learner does not have the opportunity to cover all relevant aspects in the work environment the remainder should be assessed through realistic simulations projects previous relevant experience or oral questioning on What if scenarios

Assessment of this unit of competency will usually include observation of processes and procedures oral andor written questioning on essential knowledge and skills and consideration of required attitudes

Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of locations any evidence should be authenticated by colleagues supervisors clients or other appropriate persons

Related units

It is recommended that this unit be assessed in conjunction with the following related unit or an equivalent unit on assessment of clients needs

CHCRCPA Conduct assessment of carers needs

CHCRCP402A Conduct assessment of carer’s needs

The caller may include:

Active listening skills may include:

Empoweringrelationshipmay include:

The nature of the call may include:

Non-visual feedbackincludes:

Cues which may indicate caller stress or distressinclude:

Strategies to effectively manage any abuse appropriately includes:

Strategies to defuse the caller’s anger/frustration include:

Callers with special needsinclude but are not limited to:

Situations where telephone communication is inadequate may include:

Next steps in the process may include:

Barriers to listening to the caller may include:

Strategies for dealing with strong caller emotions and stressful situations may include:

Range of effective self-care strategies may include: