Unit of competency Outline

Date retreived
22/07/2026 5:33 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.

Deliver a service consistent with the organisation's mission and values

Deliver a service consistent with the organisation's mission and values

Unit of competency
National Code
CHCTC301B
State Code
D2727
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2011
View on TGA
State Implementation and Classification
Approved Date
30/08/2012
Field of Education
090515 - Welfare Studies
Original Release Date
30/08/2012
Nominal Hours
40
Description
DescriptorThis unit describes the framework and skills required to deliver a telephone counselling service within the organisation's defined approach
Notes
Elements and Performance Criteria
1. Operate within the mission and values of the organisation
  • 1.1 Identify and put in place strategies to heighten awareness and management of own values to ensure they contribute constructively, rather than impact negatively on the counselling role
  • 1.2 Demonstrate self awareness relevant to the counselling role and be open to training or supervisory feedback to assist in development of therapeutic practice, self awareness and skills
  • 1.3 Use appropriate language and interpersonal techniques to convey a non-judgemental approach to the caller
2. Provide high quality counselling and support to clients
  • 2.1 Undertake all work in accordance with code of practice, goals and philosophy of the organisation
  • 2.2 Actively participate in the organisation's assessment, supervision and professional development framework
  • 2.3 Engage in feedback processes designed to assure the quality and focus of counselling
  • 2.4 Apply a client-centred counselling approach to telephone counselling, adopting crisis management strategies where appropriate
  • 2.5 Interact with clients over the phone in a manner consistent with organisation practices
No information
No information
Replaces
State Code National Code Title Type
S3280 CHCTC1A Deliver a service consistent with the organisation's mission and values Unit of competency
Replaced By
State Code National Code Title Type
WD005 CHCTC301C Deliver a service consistent with the organisation's mission and values Unit of competency
State Code National Code Title Type
D299 CHC42208 Certificate IV in Telephone Counselling Skills Qualification