Qualification Outline
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
CHC31008
D277
Deleted
Deleted
National Endorsed, State Implementation and Classification
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 RULES11 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