Unit of competency Outline

Date retreived
22/07/2026 10:50 PM AWST

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Provide telephone counselling in crisis situations

Provide telephone counselling in crisis situations

Unit of competency
National Code
CHCTC403B
State Code
WD007
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
07/05/2012
View on TGA
State Implementation and Classification
Approved Date
12/08/2014
Field of Education
090513 - Counselling
Original Release Date
12/08/2014
Nominal Hours
50
Description
DescriptorThis unit describes the knowledge and skills required by telephone counsellors in those calls where they are required to apply crisis management skillsIt includes frameworks for crisis containment, risk management, appropriate consultation and referral
Notes
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
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.


A crisis is any situation where:
Internal distress over impactful events, painful transitions or problems in living has escalated to the point where it is disabling a person's ability to cope and function
The person in crisis may be at risk of self-injury or suicide and may sometimes pose a threat to others
The focus of crisis intervention is constructive management of the immediate situation
Its primary goals are to promote safety, reduce distress and restore functioning rather than deal with underlying issues or explore long-term strategies for addressing them
Crisis intervention always involves vigilance about potential threats to life and safety and development of a safety plan to address any imminent danger assessed to be present
Crisis intervention complements other strategies adopted by the caregiver or counsellor and focuses on stabilising the current situation and providing a bridge to further help
Once the immediate crisis has been addressed, other strategies designed to provide counselling, treatment care or support can be commenced or resumed


General context of work:
Counsellors have received training in the principles and practice of crisis intervention, including risk management and suicide first aid
Work is performed in a setting where ongoing supervision is provided within a team environment
Supervision on 24-hour call may be accessed during a call should counsellors require it and must be accessed in certain mandated situations such as a potential suicide in progress
Work will be assessed in accordance with professional standards of care commensurate with the telephone counselling role
Enterprise requirements and WHS legislation shall be observed


Working independently must include:
Counsellors must demonstrate the capacity to work competently and independently according to the principles of their training and within the general context of the supervisory relationship noted above
They shall be accountable for their own professional conduct and practice including:
carrying out assigned tasks
working effectively under the pressure of crisis situations
maintaining the quality of services to the organisations callers


Internal referral systems may include:
Training
Organisations referral database and folders
Supervisory and on call network
Support personnel
Literature - including books and brochures
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 must occur in the workplace or similar environment conducive to professional work


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
Resources for training in and assessment of crisis intervention competencies needs to be available to:
provide initial and ongoing training
ensure baseline knowledge and skills following basic training
observe implementation of these competencies in actual counselling situations and simulated role plays
facilitate learning through reflection on practice and integration of supervisory feedback


Method of assessment:
Consistent performance and development would be expected to be demonstrated involving a combination of oral and written media while also featuring simulated and actual practice
Examples might include:
group exercises
written (e.g. journal) and verbal responses to questioning
simulated exercises
observation of practice on telephone shifts
response to and integration of supervisory feedback


Co-requisites
This unit must be assessed in conjunction with related units:
CHCTC301C Deliver a service consistent with the organisation's mission and values
CHCTC302B Provide client-centred telephone counselling
Replaces
State Code National Code Title Type
D2729 CHCTC403A Provide telephone counselling in crisis situations Unit of competency