Unit of competency Outline

Date retreived
22/07/2026 5:09 PM AWST

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Provide client-centred support to people in crisis

Provide client-centred support to people in crisis

Unit of competency
National Code
CHCCCS028
State Code
AWB52
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
08/12/2015
View on TGA
State Implementation and Classification
Approved Date
04/05/2016
Field of Education
090501 - Social Work
Original Release Date
04/05/2016
Nominal Hours
65
Description
This unit describes the skills and knowledge required to build relationships with help-seekers, use crisis support micro skills and address the personal issues that affect working with people in crisis. The support is immediate and short term, and not ongoing.This unit applies to individuals in crisis support roles who work according to established procedures and models. They work under supervision.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand Standards and industry codes of practice
Notes
Elements and Performance Criteria
1. Apply the organisation’s crisis support model and procedures
  • 1.1 Identify and use each stage of the crisis support model during client interactions
  • 1.2 Implement organisation measures for worker care and supervision
  • 1.3 Document information according to organisation procedures
2. Facilitate relationship building with the help-seeker
  • 2.1 Display a client-centred approach to crisis support
  • 2.2 Show empathy to build a strong connection with the help-seeker and create an environment within which the help-seeker feels able to discuss their concerns and pain
  • 2.3 Display unconditional positive regard to enable the help-seeker to communicate freely without fear of judgement
3. Apply skills which assist the crisis support process
  • 3.1 Consistently use active listening skills and brief encouragers to establish rapport with help-seekers, and identify their issues
  • 3.2 Show respectful, empathic understanding to clarify the nature and depth of help-seeker feelings
  • 3.3 Develop an empowering crisis support relationship that assists help-seekers 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 help and support
  • 3.5 Sensitively manage a timely end to the communication, facilitating transitions to ongoing self care and support or referrals
4. Address personal factors in the crisis support process
  • 4.1 Identify, affirm and strengthen personal attributes and attitudes likely to facilitate the crisis support process
  • 4.2 Identify and contain personal issues or attitudes likely to impact negatively on the contact
  • 4.3 Identify and discuss personal reactions to strong help-seeker emotions or impactful stories
  • 4.4 Identify and implement constructive strategies for dealing with strong emotions and impactful stories
  • 4.5 Develop a range of self care strategies for responding to impactful presentations or stories
No information
No information
Replaces
State Code National Code Title Type
WD006 CHCTC302B Provide client-centred telephone counselling Unit of competency