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 often performed under limited supervision, generally within a team environment
Work will be assessed in accordance with enterprise requirements, WHS legislation, and professional standards
Competence must be demonstrated in working largely independently and being accountable for own results including:
working effectively under the pressure of crisis situations
maintaining the quality of services to callers
managing own responses and appropriate self care


Active listening skills include:
Appropriate brief encouragers which help the caller relate their story and concerns
Reflection of feelings /thoughts, behaviours and experience (content)
Hearing the caller's concerns
Paraphrasing (reflection of content)
Using open and closed questions to expand or clarify understanding
Understanding the caller's context
Recognising when higher levels of care may be indicated
Summarising and closure
Open and closed questions
Balancing the frequency of questions


Strong emotions include:
Grief
Anger
Confusion
Sadness
Frustration
Suicidal despair


Empowering processes include:
Active listening
Identifying and affirming caller strengths and opportunities
Reframing, summary and closure
Helping contain overwhelming feelings to facilitate coping
Using questions and concreteness to focus the caller on identifying immediate needs and concerns
Setting realistic achievable goals for the call
Brainstorming consequences
Exploring options
Facilitating informed client choices
Identify achievable tasks to be addressed after the call


Range of self care strategies include:
Debriefing and defusing
Self monitoring
Recognition and processing of counsellors' call-related experiences
Reflection on practice
Knowing when and how to ask for back-up support
Constructive feedback about counselling practice


Strategies to deal with client issues and emotions include:
Managing tone, pitch and pace of voice
Externalise client emotions
Awareness of personal vulnerabilities which may be triggered during a call
Containment skills
Supervision
Debriefing


Counselling approach incorporates client-centred perspectives
This is primarily demonstrated through counsellor values:
Unconditional positive regard for the client
Non-judgemental approach
Genuineness of the counsellor


Defined models from which elements may be applied during counselling may include:
A variety of perspectives, such as:
Rogers
Egan
narrative
solution focused


Counselling techniques include:
Use of counselling journey/story approach
Establish rapport, /explore issues, focus, identify underlying problems, assessment, develop options for action, closure

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:
CHCTC301C Deliver a service consistent with the organisation's mission and values