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 do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include knowledge of

Ethos policies and procedures of the organisation

Scope of telephone counselling role

Debriefing processes and their importance

Counselling styles to be applied

The principle of unconditional positive regard

How values attitudes and beliefs impact on counselling processes

Essential skills

It is critical that the candidate demonstrate the ability to

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

In addition the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

These include the ability to

Identify and implement appropriate interventions required in a timely way

Respect the clients worldview rather than imposing ones own

Recognise when higher levels of care are needed and make referrals where appropriate

Demonstrate application of skills in active listening

Use relevant workplace technology safely and effectively in line with occupational health and safety OHS guidelines

Maintain documentation as required including effective use of relevant information technology in line with OHS guidelines

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

Assessment will occur on the job

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 a culturally diverse environment

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

A range of assessment activities will be required over an extended period which will have an impact on the allocation of assessment resources

Method of assessment

Facilitators supervisors and assessors working together assessing performance in groups on supervised telephone shifts and via formal journal comments

Related units

This unit should be assessed in conjunction with related unit

CHCTCB Deliver a service consistent with the organisations mission and values

CHCTC301B Deliver a service consistent with the organisation's mission and values

General context of work:

Active listening skills include:

Strong emotions include:

Empowering processes include:

Range of self care strategies include:

Strategies to deal with client issues and emotions include:

This is primarily demonstrated through counsellor values:

Defined models from which elements may be applied during counselling may include:

Counselling techniques include: