Qualification Outline
22/07/2026 5:12 AM AWST
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Certificate IV in Telephone Counselling Skills
Certificate IV in Telephone Counselling Skills
CHC42212
J027
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 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
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
Schedule
Packaging Rules
Twelve (12) units are required for award of this qualification including:- eight (8) core units
- four (4) elective units
A range of elective units is available and must include:
- Group A electives which are required for telephone counselling work
- Group B electives of which at least two (2) must be selected for this qualification
- Group C electives which are recommended for culturally aware and respectful practice
- Other relevant electives listed in the qualification outline
- 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 three (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 TGA or other public listing
1. Core Units
All eight (8) units must be completed
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| WD312 | HLTWHS300A | Contribute to WHS processes | 30 | Unit of competency |
| WD005 | CHCTC301C | Deliver a service consistent with the organisation's mission and values | 40 | Unit of competency |
| WC908 | CHCORG201C | Follow policies, procedures and programs of the organisation | 10 | 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 |
| WD008 | CHCTC404B | Provide competent suicide intervention in a telephone counselling context | 50 | Unit of competency |
| WD007 | CHCTC403B | Provide telephone counselling in crisis situations | 50 | Unit of competency |
| D2313 | CHCCOM403A | Use targeted communication skills to build relationships | 45 | Unit of competency |
2. Group A Elective Units - Telephone Counselling
It is recommended that the following two (2) units be completed for telephone counselling at this level.
Please refer to the packaging rules for the full details of available options.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| D0749 | BSBINM201A | Process and maintain workplace information | 20 | Unit of competency |
| WC795 | CHCADMIN305F | Work within the administration protocols of the organisation | 30 | 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.
4. Group C Elective Units
One (1) or two (2) units may be chosen from Group C.
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 |
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D299 | CHC42208 | Certificate IV in Telephone Counselling Skills | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWL8 | CHC42015 | Certificate IV in Community Services | Qualification |
No information
Entry Requirements
Not Applicable
Traineeships and Apprenticeships