Elements and Performance Criteria

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.


General context of work:
Work is performed under limited supervision, generally in a team environment
Work will be assessed in accordance with enterprise requirements, work health and safety (WHS) legislation and professional standards
Competence must be demonstrated in working largely independently and being accountable for own results including:
course participation and simulated exercises.
working effectively under pressure during crisis situations
maintaining the quality of services to callers
acting as a positive role model to other telephone counsellors
a commitment to active participation in the organisations training framework


The appropriateness of self disclosure will be:
Determined by its capacity to impact positively on the therapeutic process


Assessment, supervision and professional development framework includes:
Orientation training
Peer group supervision
Feedback on practice (e.g. call sheets)
Individual supervision
Ongoing training
Seeking training outside the agency
Seeking external professional development opportunities
Debriefing


Feedback processes would be expected to include:
Call sheets
Group supervision
Individual supervision


Appropriate language and counselling approaches would feature:
Inclusiveness
Respect for cultural, linguistic and individual differences
Non-judgemental responses
Recognition of client diversity
Respectful language


Manner will include:
Tone of voice and use of minimal encouragers


Management of own values includes:
Developing self-awareness through participation in feedback activities
Responses to supervised reflection
Consciously putting own values to one side
Observing through reflection the impact of verbal and non-verbal responses in others and in self

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 will occur on the job


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
A range of assessment activities will be required over an extended period which will have an impact on the allocation of assessment resources


Method of assessment:
Facilitators, supervisors and assessors working together assessing performance in groups, on supervised telephone shifts and via formal journal comments


Related units:
This unit should be assessed in conjunction with related unit:
CHCTC302B Provide client-centred telephone counselling