Provide client-centred telephone counselling

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCTC302A, 'Provide client-centred telephone counselling'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide client-centred telephone counselling' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Apply the organisation's telephone counselling processes

1.1 Consistently apply stages of a counselling session

1.2 Develop and implement appropriate measures for counsellor care, supervision and support

1.3 Apply strategies that are consistent with defined models of counselling

2. Display qualities that help to develop an effective, safe and trusting relationship with the caller

2.1 Display a client-centred approach to counselling calls

2.2 Display empathy in order to build a strong connection with the caller

2.3 Display congruence in order to promote a strong and trusting environment within which the caller feels able to discuss their concerns and pain

2.4 Display unconditional positive regard to enable the caller to talk freely without fear of judgement

3. Apply skills which assist the counselling process

3.1 Consistently use active listening skills and brief encouragers to establish rapport with clients, and identify their issues

3.2 Show respectful, empathic understanding to clarify the nature and depth of client feelings

3.3 Develop an empowering counselling relationship which helps clients clarify options, seek support and decide on next steps to address problems and/or meet current needs

3.4 Explore and offer options for further community help

3.5 Sensitively manage a timely end to the call, facilitating transitions to ongoing self care and community support

4. Address personal factors likely to impact on the counselling

4.1 Identify, affirm and encourage personal attributes and attitudes likely to facilitate the counselling process

4.2 Identify and contain personal issues or attitudes likely to impact negatively on the call

4.3 Identify and discuss personal reactions to strong caller emotions or impactful client situations

4.4 Identify and implement constructive strategies for dealing with these strong emotions and impactful situations

4.5 Develop a range of self care strategies for responding to impactful client presentations or situations

Qualifications and Skillsets

CHCTC302A appears in the following qualifications:

  • FNS30210 - Certificate III in Personal Injury Management (ClaimsManagement)
  • CHC41308 - Certificate IV in Children's Contact Services Work
  • CHC42208 - Certificate IV in Telephone Counselling Skills
  • CHC42508 - Certificate IV in Community Services (Information, advice and referral)
  • CHC31008 - Certificate III in Telephone Counselling Skills
  • CHC51808 - Diploma of Family Intake and Support Work
  • CHC30608 - Certificate III in Active Volunteering
  • HLT42407 - Certificate IV in Indigenous Environmental Health
  • HLT42307 - Certificate IV in Population Health
  • HLT32307 - Certificate III in Indigenous Environmental Health
  • HLT32207 - Certificate III in Population Health