Provide telephone counselling in crisis situations

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 CHCTC403A, 'Provide telephone counselling in crisis situations'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide telephone counselling in crisis situations' 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. Identify when to apply crisis intervention

1.1 Be alert to the need for a crisis assessment and response by evidence of one or more of the following in the client:

disabling levels of distress

difficulty performing daily tasks

difficulty fulfilling usual roles and responsibilities

possible threats to life or safety

1.2 Apply checklists to determine client response as appropriate

2. Apply crisis intervention strategies

2.1 Establish rapport and an active working relationship

2.2 Affirm help-seeking and instil realistic hope for managing the current crisis

2.3 Focus on how past or current problems are affecting present feelings, thoughts and behaviours

2.4 Balance the exploration and containment of powerful feelings and disabling thoughts

2.5 Balance adoption of a collaborative and directive helping stance according to the client's current capacity for decision-making and coping

2.6 Provide structure and strategies for dealing with the immediate crisis through enabling thoughts and behaviours

2.7 Identify and decide on short-term coping steps

2.8 Provide options for links to further help, actively facilitating these where necessary

3. Apply risk assessment strategies and implement risk management

3.1 Demonstrate vigilance about potential threats to life or safety in managing every crisis situation

3.2 Practise direct inquiry about thoughts of self-harm or harming others when there are slightest grounds for concern

3.3 Practise direct enquiry about possible exposure to harm from others when there are slightest grounds for concern

3.4 Employ risk assessment and risk management strategies whenever needed

3.5 Actively facilitate emergency interventions where assessed to be necessary to protect life or safety

Qualifications and Skillsets

CHCTC403A appears in the following qualifications:

  • 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)
  • CHC51808 - Diploma of Family Intake and Support Work
  • HLT44007 - Certificate IV in Aboriginal and/or Torres Strait Islander Primary Health (Community Care)
  • HLT61307 - Advanced Diploma of Aboriginal and/or Torres Strait Islander Primary Health (Community Care)
  • HLT52207 - Diploma of Aboriginal and/or Torres Strait Islander Primary Health (Community Care)