Certificate III in Telephone Counselling Skills

This qualification applies to workers who provide support to individuals offering them first point of contact in a crisis situation and referral to a broad range of services. At this level workers provide short-term direct phone contact with clients in a crisis situation during which time they establish a helping relationship to define the crisis and provide referral information where appropriate.

This qualification may be delivered while under structured training/orientation/induction to the work.

Occupational titles may include:

Alcohol and other drugs telephone counsellor

Men's help line telephone counsellor

Domestic violence help line counsellor

Telephone counsellor

Gay and lesbian help line counsellor

Youth help line telephone counsellor


Subjects

PACKAGING RULES

11 units are required for award of this qualification including:

7 core units

4 elective units

A wide range of elective units is available, including:

Group A OHS electives from which one unit must be selected

Group B electives of which at least two must be selected for this qualification

Group C electives which are recommended for culturally aware and respectful practice

Other relevant electives listed below

Units of competency to address workplace requirements and packaged at the level of this qualification or higher in Community Services and/or Health Training Packages

Where appropriate, to address workplace requirements, a unit of competency packaged at the level of this qualification or higher in other relevant Training Packages or accredited courses where the details of those courses are available on the NTIS or other public listing

Core units

add topic CHCCHILD404A Support the rights and safety of children and young people

add topic CHCCS308B Provide first point of contact

add topic CHCCS400B Work within a relevant legal and ethical framework

add topic CHCORG303B Participate effectively in the work environment

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

add topic CHCTC302A Provide client-centred telephone counselling

add topic CHCCOM302C Communicate appropriately with clients and colleagues

Group A OHS electives - one unit must be selected

One of the following OHS units must be selected for this qualification

add topic HLTOHS200B Participate in OHS processes

add topic HLTOHS300B Contribute to OHS processes

Group B electives - at least 2 units to be selected

At least TWO (2) elective units must be selected from:

add topic CHCAC318B Work effectively with older people

add topic CHCAOD201D Prepare for alcohol and other drugs work

add topic CHCAOD402B Work effectively in the alcohol and other drugs sector

add topic CHCCH301B Work effectively in social housing

add topic CHCDFV301A Recognise and respond appropriately to domestic and family violence

add topic CHCDIS301B Work effectively with people with a disability

add topic CHCMH301B Work effectively in mental health

add topic CHCMH411A Work with people with mental health issues

add topic HLTHIR403C Work effectively with culturally diverse clients and co-workers

The importance of culturally aware and respectful practice

All workers undertaking counselling work need foundation knowledge to inform their work with Aboriginal and/or Torres Strait Islander clients and co-workers and with clients and co-workers from culturally and linguistically diverse backgrounds. This foundation must be provided and assessed as part of a holistic approach to delivery and assessment of this qualification. Specific guidelines for assessment of this aspect of competency are provided in the Assessment Guidelines for the Community Services Training Package.

Group C electives - recommended for culturally aware and respectful practice

Where work involves a specific focus on Aboriginal and/or Torres Strait Islander and/or culturally diverse clients or communities, one or both of the following electives is recommended:

add topic HLTHIR403C Work effectively with culturally diverse clients and co-workers

add topic HLTHIR404D Work effectively with Aboriginal and/or Torres Strait Islander people

Other relevant electives

add topic CHCLLN403A Identify clients with language, literacy and numeracy needs and respond effectively

Problem gambling electives

add topic CHCGMB501A Work effectively in the problem gambling sector

add topic CHCGMB502A Assess the needs of clients with problem gambling issues

add topic CHCGMB503A Provide counselling for clients with problem gambling issues

In addition, ONE (1) unit may be selected from the Community Services Training Package or other relevant National Training Package units available at this or higher levels.


Pathways...

    Not Applicable


Entry Requirements

Not Applicable


Licensing Information

Not Applicable


Employability Skills

Refer to the Topic: Introduction to the Employability Skills Qualification Summaries