Qualification Outline

Date retreived
22/07/2026 2:36 PM 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 IV in Telephone Counselling Skills

Certificate IV in Telephone Counselling Skills

Qualification
National Code:
CHC42208
State Code:
D299
TGA Status:
Replaced
DTWD Status:
Replaced
National Endorsed, State Implementation and Classification
Field of Education
0905 - Human Welfare Studies And Services
Original TGA Release Date
25/03/2011
Approved Date
30/08/2012
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
425
Duration
1 Semester
Current Release Number
1.00
Current Release Date
25/03/2011
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
1.00 25/03/2011 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
12 units are required for award of this qualification including:
- 8 core units
- 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 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 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 the NTIS or other public listing
1. Core Units

All eight (8) units must be completed

State Code National Code Title Hours Type
D8381 HLTOHS300B Contribute to OHS processes 30 Unit of competency
D2727 CHCTC301B Deliver a service consistent with the organisation's mission and values 40 Unit of competency
D8588 CHCORG201B Follow policies, procedures and programs of the organisation 10 Unit of competency
D8589 CHCORG303B Participate effectively in the work environment 35 Unit of competency
D2728 CHCTC302A Provide client-centred telephone counselling 45 Unit of competency
D2730 CHCTC404A Provide competent suicide intervention in a telephone counselling context 50 Unit of competency
D2729 CHCTC403A Provide telephone counselling in crisis situations 50 Unit of competency
D2313 CHCCOM403A Use targeted communication skills to build relationships 45 Unit of competency
2. Elective Units

The following outlines ONE example of a training program for this qualification.
Please refer to the Community Services Training Package for the full details of available options.

2 units must be completed

State Code National Code Title Hours Type
D2604 CHCMH301A Work effectively in mental health 50 Unit of competency
C9288 HLTHIR403B Work effectively with culturally diverse clients and co-workers 30 Unit of competency
Replaces
State Code National Code Title Type
S331 CHC41002 Certificate IV in Telephone Counselling Skills Qualification
Replaced By
State Code National Code Title Type
J027 CHC42212 Certificate IV in Telephone Counselling Skills Qualification
VET Info Notes
This training program is a representation of the qualification code CHC42208 taken from the Community Services Training Package CHC08 which should be consulted for a full description of requirements.

1. This model training program was entered on to STARS on 30/8/2012.
Entry Requirements

Not Applicable

Traineeships and Apprenticeships
No information