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Elements and Performance Criteria

Required Skills

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

Principles and practice of crisis intervention including relevant ethical guidelines and policy requirements which affect duty of care

Applications of crisis intervention principles and practices to the telephone counselling medium

Principles and practices of suicide intervention particularly the tasks of suicide risk assessment and risk management associated with suicide first aid

Procedures for facilitating referrals and emergency interventions

The specific requirements of crisis intervention and how they relate to and complement general telephone counselling

Knowledge of personal attitudes beliefs and values and how these might facilitate or impede effective crisis interventions

General awareness of how mental health issues may impact on crisis intervention

Principles of self care and supportseeking relevant to involvement in crisis intervention work

Essential skills

It is critical that the candidate demonstrate the ability to

Demonstrate appropriate use of self and accessing appropriate support in providing counselling service in times of crisis so duty of care and safety of client is assured

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

Demonstrate application of skills in

competent counselling skills

effective general crisis intervention skills

suicide risk recognition assessment and management suicide first aid

consulting appropriately

facilitating links with higher levels of care

selfmonitoring and self care

seeking and integrating supervisory support

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

Evidence Required



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 must occur in the workplace or similar environment conducive to professional work

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 Resources for training in and assessment of crisis intervention competencies needs to be available to provide initial and ongoing training ensure baseline knowledge and skills following basic training observe implementation of these competencies in actual counselling situations and simulated role plays facilitate learning through reflection on practice and integration of supervisory feedback

Method of assessment	Consistent performance and development would be expected to be demonstrated involving a combination of oral and written media while also featuring simulated and actual practice Examples might include group exercises written eg journal and verbal responses to questioning simulated exercises observation of practice on telephone shifts response to and integration of supervisory feedback

Corequisites	This unit must be assessed in conjunction with related units CHCTCB Deliver a service consistent with the organisations mission and values CHCTC301B Deliver a service consistent with the organisation's mission and values CHCTCA Provide clientcentred telephone counselling CHCTC302A Provide client-centred telephone counselling

Range Statement



The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

A crisis is any situation where:	Internal distress over impactful events, painful transitions or problems in living has escalated to the point where it is disabling a person's ability to cope and function The person in crisis may be at risk of self-injury or suicide and may sometimes pose a threat to others The focus of crisis intervention is constructive management of the immediate situation Its primary goals are to promote safety, reduce distress and restore functioning rather than deal with underlying issues or explore long-term strategies for addressing them Crisis intervention always involves vigilance about potential threats to life and safety and development of a safety plan to address any imminent danger assessed to be present Crisis intervention complements other strategies adopted by the caregiver or counsellor and focuses on stabilising the current situation and providing a bridge to further help Once the immediate crisis has been addressed, other strategies designed to provide counselling, treatment care or support can be commenced or resumed

General context of work:	Counsellors have received training in the principles and practice of crisis intervention, including risk management and suicide first aid Work is performed in a setting where ongoing supervision is provided within a team environment Supervision on 24-hour call may be accessed during a call should counsellors require it and must be accessed in certain mandated situations such as a potential suicide in progress Work will be assessed in accordance with professional standards of care commensurate with the telephone counselling role Enterprise requirements and OHS legislation shall be observed

Working independently must include:	Counsellors must demonstrate the capacity to work competently and independently according to the principles of their training and within the general context of the supervisory relationship noted above They shall be accountable for their own professional conduct and practice including: carrying out assigned tasks working effectively under the pressure of crisis situations maintaining the quality of services to the organisations callers

Internal referral systems may include:	Training Organisations referral database and folders Supervisory and on call network Support personnel Literature - including books and brochures