Unit of competency Outline

Date retreived
22/07/2026 2:06 PM AWST

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Provide telephone counselling in crisis situations

Provide telephone counselling in crisis situations

Unit of competency
National Code
CHCTC403A
State Code
D2729
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
090513 - Counselling
Original Release Date
30/08/2012
Nominal Hours
50
Description
DescriptorThis unit describes the knowledge and skills required by telephone counsellors in those calls where they are required to apply crisis management skillsIt includes frameworks for crisis containment, risk management, appropriate consultation and referral
Notes
Elements and Performance Criteria
1. Identify when to apply crisis intervention
  • 1.1 Be alert to the need for a crisis assessment and response by evidence of one or more of the following in the client:
  • disabling levels of distress
  • difficulty performing daily tasks
  • difficulty fulfilling usual roles and responsibilities
  • possible threats to life or safety
  • 1.2 Apply checklists to determine client response as appropriate
2. Apply crisis intervention strategies
  • 2.1 Establish rapport and an active working relationship
  • 2.2 Affirm help-seeking and instil realistic hope for managing the current crisis
  • 2.3 Focus on how past or current problems are affecting present feelings, thoughts and behaviours
  • 2.4 Balance the exploration and containment of powerful feelings and disabling thoughts
  • 2.5 Balance adoption of a collaborative and directive helping stance according to the client's current capacity for decision-making and coping
  • 2.6 Provide structure and strategies for dealing with the immediate crisis through enabling thoughts and behaviours
  • 2.7 Identify and decide on short-term coping steps
  • 2.8 Provide options for links to further help, actively facilitating these where necessary
3. Apply risk assessment strategies and implement risk management
  • 3.1 Demonstrate vigilance about potential threats to life or safety in managing every crisis situation
  • 3.2 Practise direct inquiry about thoughts of self-harm or harming others when there are slightest grounds for concern
  • 3.3 Practise direct enquiry about possible exposure to harm from others when there are slightest grounds for concern
  • 3.4 Employ risk assessment and risk management strategies whenever needed
  • 3.5 Actively facilitate emergency interventions where assessed to be necessary to protect life or safety
No information
No information
Replaces
State Code National Code Title Type
S3282 CHCTC3A Provide counselling in crisis situations Unit of competency
Replaced By
State Code National Code Title Type
WD007 CHCTC403B Provide telephone counselling in crisis situations Unit of competency
State Code National Code Title Type
D299 CHC42208 Certificate IV in Telephone Counselling Skills Qualification