Application
This unit of competency is applied in the context of providing telephone counselling services |
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Operate within the mission and values of the organisation | 1.1 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 1.2 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 1.3 Use appropriate language and interpersonal techniques to convey a non-judgemental approach to the caller |
2. Provide high quality counselling and support to clients | 2.1 Undertake all work in accordance with code of practice, goals and philosophy of the organisation 2.2 Actively participate in the organisation's assessment, supervision and professional development framework 2.3 Engage in feedback processes designed to assure the quality and focus of counselling 2.4 Apply a client-centred counselling approach to telephone counselling, adopting crisis management strategies where appropriate 2.5 Interact with clients over the phone in a manner consistent with organisation practices |
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: 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 |
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 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 |
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. | |
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 |
Sectors
Not Applicable
Employability Skills
This unit contains Employability Skills |
Licensing Information
Not Applicable