Unit of competency Outline

Date retreived
22/07/2026 8:28 AM AWST

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Provide client-centred telephone counselling

Provide client-centred telephone counselling

Unit of competency
National Code
CHCTC302A
State Code
D2728
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
24/11/2010
View on TGA
State Implementation and Classification
Approved Date
05/08/2014
Field of Education
090513 - Counselling
Original Release Date
05/08/2014
Nominal Hours
45
Description
DescriptorThis unit describes the part of the suite of skills and attributes required to provide a telephone counselling service within the context of a client-centred approach
Notes
Elements and Performance Criteria
1. Apply the organisation's telephone counselling processes
  • 1.1 Consistently apply stages of a counselling session
  • 1.2 Develop and implement appropriate measures for counsellor care, supervision and support
  • 1.3 Apply strategies that are consistent with defined models of counselling
2. Display qualities that help to develop an effective, safe and trusting relationship with the caller
  • 2.1 Display a client-centred approach to counselling calls
  • 2.2 Display empathy in order to build a strong connection with the caller
  • 2.3 Display congruence in order to promote a strong and trusting environment within which the caller feels able to discuss their concerns and pain
  • 2.4 Display unconditional positive regard to enable the caller to talk freely without fear of judgement
3. Apply skills which assist the counselling process
  • 3.1 Consistently use active listening skills and brief encouragers to establish rapport with clients, and identify their issues
  • 3.2 Show respectful, empathic understanding to clarify the nature and depth of client feelings
  • 3.3 Develop an empowering counselling relationship which helps clients clarify options, seek support and decide on next steps to address problems and/or meet current needs
  • 3.4 Explore and offer options for further community help
  • 3.5 Sensitively manage a timely end to the call, facilitating transitions to ongoing self care and community support
4. Address personal factors likely to impact on the counselling
  • 4.1 Identify, affirm and encourage personal attributes and attitudes likely to facilitate the counselling process
  • 4.2 Identify and contain personal issues or attitudes likely to impact negatively on the call
  • 4.3 Identify and discuss personal reactions to strong caller emotions or impactful client situations
  • 4.4 Identify and implement constructive strategies for dealing with these strong emotions and impactful situations
  • 4.5 Develop a range of self care strategies for responding to impactful client presentations or situations
No information
No information
Replaces
State Code National Code Title Type
S3281 CHCTC2A Undertake telephone counselling Unit of competency
Replaced By
State Code National Code Title Type
WD006 CHCTC302B Provide client-centred telephone counselling Unit of competency