- CHCTC403A - Provide telephone counselling in crisis situations
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CHCTC403A Mapping and Delivery Guide
Provide telephone counselling in crisis situations
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | CHCTC403A - Provide telephone counselling in crisis situations |
|---|---|---|---|
| Description | This unit describes the knowledge and skills required by telephone counsellors in those calls where they are required to apply crisis management skillsIt includes frameworks for crisis containment, risk management, appropriate consultation and referral | ||
| 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. |
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| 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: Identify when to apply crisis intervention |
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| Element: disabling levels of distress | ||||||||
| Element: difficulty performing daily tasks | ||||||||
| Element: difficulty fulfilling usual roles and responsibilities | ||||||||
| Element: possible threats to life or safety |
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| Element: Apply crisis intervention strategies |
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| Element: Apply risk assessment strategies and implement risk management |
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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 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 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 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 (e.g. journal) and verbal responses to questioning simulated exercises observation of practice on telephone shifts response to and integration of supervisory feedback |
Co-requisites | This unit must be assessed in conjunction with related units: CHCTC301B Deliver a service consistent with the organisation's mission and values CHCTC302A 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: 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 support-seeking 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 self-monitoring 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 |
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 |
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 |
|---|---|---|---|
| Be alert to the need for a crisis assessment and response by evidence of one or more of the following in the client: | |||
| Apply checklists to determine client response as appropriate | |||
| Establish rapport and an active working relationship | |||
| Affirm help-seeking and instil realistic hope for managing the current crisis | |||
| Focus on how past or current problems are affecting present feelings, thoughts and behaviours | |||
| Balance the exploration and containment of powerful feelings and disabling thoughts | |||
| Balance adoption of a collaborative and directive helping stance according to the client's current capacity for decision-making and coping | |||
| Provide structure and strategies for dealing with the immediate crisis through enabling thoughts and behaviours | |||
| Identify and decide on short-term coping steps | |||
| Provide options for links to further help, actively facilitating these where necessary | |||
| Demonstrate vigilance about potential threats to life or safety in managing every crisis situation | |||
| Practise direct inquiry about thoughts of self-harm or harming others when there are slightest grounds for concern | |||
| Practise direct enquiry about possible exposure to harm from others when there are slightest grounds for concern | |||
| Employ risk assessment and risk management strategies whenever needed | |||
| Actively facilitate emergency interventions where assessed to be necessary to protect life or safety |
Forms
Assessment Cover Sheet
CHCTC403A - Provide telephone counselling in crisis situations
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
CHCTC403A - Provide telephone counselling in crisis situations
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: