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

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

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

What evidence can you provide to prove your understanding of each of the following citeria?

Operate within the mission and values of the organisation

  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
  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
  3. Use appropriate language and interpersonal techniques to convey a non-judgemental approach to the caller
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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate language and interpersonal techniques to convey a non-judgemental approach to the caller

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide high quality counselling and support to clients

  1. Undertake all work in accordance with code of practice, goals and philosophy of the organisation
  2. Actively participate in the organisation's assessment, supervision and professional development framework
  3. Engage in feedback processes designed to assure the quality and focus of counselling
  4. Apply a client-centred counselling approach to telephone counselling, adopting crisis management strategies where appropriate
  5. Interact with clients over the phone in a manner consistent with organisation practices
Undertake all work in accordance with code of practice, goals and philosophy of the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Actively participate in the organisation's assessment, supervision and professional development framework

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Engage in feedback processes designed to assure the quality and focus of counselling

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply a client-centred counselling approach to telephone counselling, adopting crisis management strategies where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interact with clients over the phone in a manner consistent with organisation practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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

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