Elements and Performance Criteria

General context of work:
Counsellors have received training in the principles and practice of crisis intervention, including risk management and suicide first aid
Work is performed in a setting where ongoing supervision is provided within a team environment
Supervision on 24-hour call
Work will be assessed in accordance with professional standards of care commensurate with the telephone counselling role
Enterprise requirements and OHS legislation shall be observed

Working independently must include:
Counsellors must demonstrate the capacity to work competently and independently according to the principles of their training and within the general context of the supervisory relationship noted above. They shall be accountable for their own professional conduct and practice including:
Carrying out assigned tasks
Working effectively under the pressure of crisis situations
Maintaining the quality of services to the organisations callers

Internal referral systems may include:
Training
Organisations referral database and folders
Supervisory and on call network
Support personnel
Literature - including books and brochures

Critical aspects of assessment must include:
Demonstrated ability of appropriate use of self and accessing appropriate support in providing counselling service in times of crisis so duty of care and safety of client is assured

Concurrent assessment and relationship with other units:
'Deliver a service consistent with the organisations mission' and 'Undertake telephone counselling'

Essential knowledge required includes:
Principles and practice of crisis intervention, including relevant ethical guidelines and policy requirements which affect duty of care
Applications of crisis intervention principles and practices to the telephone counselling medium
Principles and practices of suicide intervention - particularly the tasks of suicide risk assessment and risk management associated with suicide first aid
Procedures for facilitating referrals and emergency interventions
The specific requirements of crisis intervention and how they relate to and complement general telephone counselling
Knowledge of personal attitudes, beliefs and values and how these might facilitate or impede effective crisis interventions
General awareness of how mental health issues may impact on crisis intervention.
Principles of self-care and support-seeking relevant to involvement in crisis intervention work

Essential skills required include:
Competent counselling skills
Effective general crisis intervention skills
Competencies in suicide risk recognition, assessment, and management (suicide first aid).
Capacity to consult appropriately
Capacity to facilitate links with higher levels of care
Capacity for self-monitoring and self-care
Capacity to seek and integrate supervisory support

Resource Implications for training and assessment:

Resources for training in and assessment of crisis intervention competencies needs to be available to:

Provide initial and ongoing training
Ensure baseline knowledge and skills following basic training
Observe implementation of these competencies in actual counselling situations and simulated role plays
Facilitate learning through reflection on practice and integration of supervisory feedback

Methods of assessment:

Consistent performance and development would be expected to be demonstrated involving a combination of oral and written media while also featuring simulated and actual practice. Examples might include:

Group exercises
Written (e.g. journal) and verbal responses to questioning
Simulated exercises
Observation of practice on telephone shifts
Response to and integration of supervisory feedback

Context for assessment:
Assessment must occur in the workplace or similar environment conducive to professional work