Elements and Performance Criteria
- Operate within the mission and values of the organisation
- Identify and put in place strategies to heighten awareness and management of own values to ensure they contribute constructively, rather than impact negatively on the counselling role
- Demonstrate self awareness relevant to the counselling role and be open to training or supervisory feedback to assist in development of therapeutic practice, self awareness and skills
- Use appropriate language and interpersonal techniques to convey a non-judgemental approach to the caller
- Provide high quality counselling and support to clients
- Undertake all work in accordance with code of practice, goals and philosophy of the organisation
- Actively participate in the organisation's assessment, supervision and professional development framework
- Engage in feedback processes designed to assure the quality and focus of counselling
- Apply a client-centred counselling approach to telephone counselling, adopting crisis management strategies where appropriate
- Interact with clients over the phone in a manner consistent with organisation practices