Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CHCTC301C Mapping and Delivery Guide
Deliver a service consistent with the organisation's mission and values

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency CHCTC301C - Deliver a service consistent with the organisation's mission and values
Description This unit describes the framework and skills required to deliver a telephone counselling service within the organisation's defined approach
Employability Skills This unit contains Employability Skills
Learning Outcomes and Application This unit of competency is applied in the context of providing telephone counselling services
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not Applicable
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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
       
Element: 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
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 and/or 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:

CHCTC302B Provide client-centred telephone counselling

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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 client's worldview rather than imposing one's own

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

Demonstrate application of skills in active listening

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.

General context of work:

Work is performed under limited supervision, generally in a team environment

Work will be assessed in accordance with enterprise requirements, work health and safety (WHS) legislation and professional standards

Competence must be demonstrated in working largely independently and being accountable for own results including:

course participation and simulated exercises.

working effectively under pressure during crisis situations

maintaining the quality of services to callers

acting as a positive role model to other telephone counsellors

a commitment to active participation in the organisations training framework

The appropriateness of self disclosure will be:

Determined by its capacity to impact positively on the therapeutic process

Assessment, supervision and professional development framework includes:

Orientation training

Peer group supervision

Feedback on practice (e.g. call sheets)

Individual supervision

Ongoing training

Seeking training outside the agency

Seeking external professional development opportunities

Debriefing

Feedback processes would be expected to include:

Call sheets

Group supervision

Individual supervision

Appropriate language and counselling approaches would feature:

Inclusiveness

Respect for cultural, linguistic and individual differences

Non-judgemental responses

Recognition of client diversity

Respectful language

Manner will include:

Tone of voice and use of minimal encouragers

Management of own values includes:

Developing self-awareness through participation in feedback activities

Responses to supervised reflection

Consciously putting own values to one side

Observing through reflection the impact of verbal and non-verbal responses in others and in self

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
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 
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 

Forms

Assessment Cover Sheet

CHCTC301C - Deliver a service consistent with the organisation's mission and values
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CHCTC301C - Deliver a service consistent with the organisation's mission and values

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: