Qualification Outline

Date retreived
22/07/2026 5:12 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Certificate III in Telephone Counselling Skills

Certificate III in Telephone Counselling Skills

Qualification
National Code:
CHC31008
State Code:
D277
TGA Status:
Deleted
DTWD Status:
Deleted
National Endorsed, State Implementation and Classification
Field of Education
0905 - Human Welfare Studies And Services
Original TGA Release Date
07/05/2012
Approved Date
26/11/2012
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
405
Duration
1 Semester
Current Release Number
2.00
Current Release Date
07/05/2012
VET Act Conditions
Releases
Release Version Release Date TGA Status DTWD Status
2.00 07/05/2012 Current Approved
Description

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.

This qualification may be delivered while under structured training/orientation/induction to the work.

Occupational titles may include:
Alcohol and other drugs telephone counsellor
Men's help line telephone counsellor
Domestic violence help line counsellor
Telephone counsellor
Gay and lesbian help line counsellor
Youth help line telephone counsellor

Schedule
Packaging Rules
PACKAGING RULES
11 units are required for award of this qualification including:
7 core units
4 elective units
A wide range of elective units is available, including:
Group A WHS electives from which one unit must be selected
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, a unit 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 TGA or other public listing

Core units
CHCCHILD404B Support the rights and safety of children and young people
CHCCS308B Provide first point of contact
CHCCS400C Work within a relevant legal and ethical framework
CHCORG303C Participate effectively in the work environment
CHCTC301C Deliver a service consistent with the organisation’s mission and values
CHCTC302B Provide client-centred telephone counselling
CHCCOM302D Communicate appropriately with clients and colleagues

Group A WHS electives - one unit must be selected
One of the following WHS units must be selected for this qualification
HLTWHS200A Participate in WHS processes
HLTWHS300A Contribute to WHS processes

Group B electives - at least 2 units to be selected
At least TWO (2) elective units must be selected from:
CHCAC318B Work effectively with older people
CHCAOD201D Prepare for alcohol and other drugs work
CHCAOD402B Work effectively in the alcohol and other drugs sector
CHCCH301C Work effectively in social housing
CHCDFV301A Recognise and respond appropriately to domestic and family violence
CHCDIS301C Work effectively with people with a disability
CHCMH301C Work effectively in mental health
CHCMH411A Work with people with mental health issues
HLTHIR403C Work effectively with culturally diverse clients and co-workers

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.

Group C electives - recommended for culturally aware and respectful practice
Where work involves a specific focus on Aboriginal and/or Torres Strait Islander and/or culturally diverse clients or communities, one or both of the following electives is recommended:
HLTHIR403C Work effectively with culturally diverse clients and co-workers
HLTHIR404D Work effectively with Aboriginal and/or Torres Strait Islander people

Other relevant electives
CHCLLN403A Identify clients with language, literacy and numeracy needs and respond effectively

Problem gambling electives
CHCGMB501A Work effectively in the problem gambling sector
CHCGMB502A Assess the needs of clients with problem gambling issues
CHCGMB503A Provide counselling for clients with problem gambling issues

In addition, ONE (1) unit may be selected from the Community Services Training Package or other relevant National Training Package units available at this or higher levels.
1. Core Units

All seven (7) units must be completed

State Code National Code Title Hours Type
WC834 CHCCOM302D Communicate appropriately with clients and colleagues 45 Unit of competency
WD005 CHCTC301C Deliver a service consistent with the organisation's mission and values 40 Unit of competency
WC953 CHCORG303C Participate effectively in the work environment 35 Unit of competency
WD006 CHCTC302B Provide client-centred telephone counselling 45 Unit of competency
D2322 CHCCS308B Provide first point of contact 30 Unit of competency
WC824 CHCCHILD404B Support the rights and safety of children and young people 25 Unit of competency
WC843 CHCCS400C Work within a relevant legal and ethical framework 50 Unit of competency
2. Group A WHS Elective Units

One unit (1) must be completed from Group A.
Please refer to the packaging rules for the full details of available options.

State Code National Code Title Hours Type
WD312 HLTWHS300A Contribute to WHS processes 30 Unit of competency
WD311 HLTWHS200A Participate in WHS processes 20 Unit of competency
3. Group B Elective Units

At least two (2) units must be completed from Group B.
Please refer to the packaging rules for the full details of available options.

State Code National Code Title Hours Type
D2223 CHCAOD201D Prepare for alcohol and other drugs work 30 Unit of competency
D2379 CHCDFV301A Recognise and respond appropriately to domestic and family violence 45 Unit of competency
WC940 CHCMH301C Work effectively in mental health 50 Unit of competency
WC816 CHCCH301C Work effectively in social housing 35 Unit of competency
D8546 CHCAOD402B Work effectively in the alcohol and other drugs sector 55 Unit of competency
D8281 HLTHIR403C Work effectively with culturally diverse clients and co-workers 30 Unit of competency
D9310 CHCAC318B Work effectively with older people 50 Unit of competency
WC888 CHCDIS301C Work effectively with people with a disability 85 Unit of competency
WB992 CHCMH411A Work with people with mental health issues 50 Unit of competency
4. Group C Culturally Aware and Respectful Practice Units

One (1) or both units are recommended, not mandatory to be completed.
Please refer to the packaging rules for the full details of available options.

State Code National Code Title Hours Type
D8283 HLTHIR404D Work effectively with Aboriginal and/or Torres Strait Islander people 30 Unit of competency
D8281 HLTHIR403C Work effectively with culturally diverse clients and co-workers 30 Unit of competency
5. Other Relevant Elective Units

One (1) unit may be completed from the elective units listed.
Please refer to the packaging rules for the full details of available options.

State Code National Code Title Hours Type
D2539 CHCGMB502A Assess the needs of clients with problem gambling issues 50 Unit of competency
WB990 CHCLLN403A Identify clients with language, literacy and numeracy needs and respond effectively 35 Unit of competency
D2540 CHCGMB503A Provide counselling for clients with problem gambling issues 65 Unit of competency
D2538 CHCGMB501A Work effectively in the problem gambling sector 40 Unit of competency
Replaces
State Code National Code Title Type
S313 CHC30902 Certificate III in Telephone Counselling Skills Qualification
No information
Entry Requirements

Not Applicable

Traineeships and Apprenticeships
No information