Certificate IV in Telephone Counselling Skills

This qualification applies to workers who provide support to individuals offering them first point of contact in a crisis situation and referral to a broad range of services.

At this level workers:

Provide short-term direct phone contact with clients in a crisis situation during which time they establish a helping relationship to define the crisis and provide referral information where appropriate

Are responsible for more complex telephone counselling situations, including risk of suicide.

Occupational titles may include:

Alcohol and other drugs telephone counsellor

Men's help line telephone counsellor

Domestic violence help line telephone counsellor

Telephone counsellor

Gay and lesbian help line telephone counsellor

Youth help line counsellor

Lifeline telephone counsellor



12 units are required for award of this qualification including:

8 core units

4 elective units

A range of elective units is available and must include:

Group A electives which are required for telephone couselling work

Group B electives of which at least two must be selected for this qualification

Group C electives which are recommended for culturally aware and respectful practice

Other relevant electives listed below

Units of competency to address workplace requirements and packaged at the level of this qualification or higher in Community Services and/or Health Training Packages

Where appropriate, to address workplace requirements, up to 3 units of competency packaged at the level of this qualification or higher in other relevant Training Packages or accredited courses where the details of those courses are available on the NTIS or other public listing

Core units

add topic CHCCOM403A Use targeted communication skills to build relationships

add topic CHCORG201B Follow policies, procedures and programs of the organisation

add topic CHCORG303B Participate effectively in the work environment

add topic CHCTC301B Deliver a service consistent with the organisation's mission and values

add topic CHCTC302A Provide client-centred telephone counselling

add topic CHCTC403A Provide telephone counselling in crisis situations

add topic CHCTC404A Provide competent suicide intervention in a telephone counselling context

add topic HLTOHS300B Contribute to OHS processes

Group A electives - required for work at this level in telephone counselling

The following two units or units with equivalent competency outcomes are required for work at this level in telephone counselling.

add topic BSBINM201A Process and maintain workplace information

add topic CHCADMIN305E Work within the administration protocols of the organisation

Group B electives - at least 2 units to be selected

At least TWO (2) elective units must be selected from the units listed below. Employers may specify that certain electives are required to address specific workplace needs.

add topic CHCAOD201D Prepare for alcohol and other drugs work

add topic CHCCHILD404A Support the rights and safety of children and young people

add topic CHCCS417A Provide support and care relating to suicide bereavement

add topic CHCCS422A Respond holistically to client issues and refer appropriately

add topic CHCCS426A Provide support and care relating to loss and grief

add topic CHCCS505A Provide supervision support to community sector workers

add topic CHCCS521A Assess and respond to individuals at risk of suicide

add topic CHCDFV301A Recognise and respond appropriately to domestic and family violence

add topic CHCLLN403A Identify clients with language, literacy and numeracy needs and respond effectively

add topic CHCMH301B Work effectively in mental health

add topic CHCMH411A Work with people with mental health issues

add topic CHCNET404A Facilitate links with other services

add topic HLTHIR403C Work effectively with culturally diverse clients and co-workers

add topic HLTHIR404D Work effectively with Aboriginal and/or Torres Strait Islander people

The importance of culturally aware and respectful practice

All workers undertaking counselling work need foundation knowledge to inform their work with Aboriginal and/or Torres Strait Islander clients and co-workers and with clients and co-workers from culturally and linguistically diverse backgrounds. This foundation must be provided and assessed as part of a holistic approach to delivery and assessment of this qualification. Specific guidelines for assessment of this aspect of competency are provided in the Assessment Guidelines for the Community Services Training Package.


    Not Applicable

Entry Requirements

Not Applicable

Licensing Information

Not Applicable

Employability Skills

Refer to the Topic: Introduction to the Employability Skills Qualification Summaries