National Crisis Supporter Core Training Course Information. CHC42208 Certificate IV in Telephone Counselling Skills

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1 National Crisis Supporter Core Training Course Information CHC42208 Certificate IV in Telephone Counselling Skills V2

2 Table of Contents 1. Introduction Lifeline s Strategic Framework Our Purpose Our Vision Lifeline s Guiding Principles Callers to the Service Benefits of becoming a Lifeline Volunteer Crisis Supporter What do other Lifeline Volunteer Crisis Supporters have to say? Lifeline s National Crisis Supporter Core Training National CS Training Outline Lifeline National Crisis Supporter Accreditation Process Accreditation and re-accreditation requirements Time commitment Supervision Professional and personal development Assessment CHC42208 Certificate IV in Telephone Counselling Skills Qualification and Units of Competency Units of Competency Enrolment... 9 The copyright in this document is the property of Lifeline. Lifeline supplies this document on the express terms that it shall be treated as confidential and that it may not be copied, used or disclosed to others for any purpose except as authorised in writing by this organisation. Lifeline NCSCT Course Information V2 Page 2 of 10

3 1. Introduction Lifeline was founded in 1963 by the late Reverend Dr Sir Alan Walker, after he received a call by a distressed man who three days later took his own life. Determined not to let loneliness, isolation or anxiety be the cause of other deaths, Sir Alan launched a crisis line out of Sydney. On day one, Lifeline received over one hundred calls for help. Lifeline now receives over a million contacts each year from people needing care and support either by telephone, the web or face-to-face. Lifeline has a presence in every state and territory operating from hundreds of locations and delivering a range of services specific to the needs of local communities. The work of Lifeline is made possible by over 11,000 volunteers who work in roles such as Crisis Support, retail outlets, assisting at Lifeline book fairs or through fundraising events or activities, as well as 1,000 staff who dedicate themselves to making Lifeline s essential and life saving work possible. 2. Lifeline s Strategic Framework 2.1 Our Purpose To support Australians in times of crisis and equip individuals and communities to be resilient and suicide-safe. 2.2 Our Vision An Australia free of suicide. 2.3 Lifeline s Guiding Principles Lifeline s performance and reputation depends upon all of the decisions we each make and the actions we take every day. Our guiding principles underpin our decisions and actions and how we behave. We are guided by how we can best support and serve the community in delivering Lifeline s Purpose We consistently demonstrate care and respect for other people through how we deal with colleagues, clients and the community. We demonstrate integrity, honesty, openness, personal excellence and constructive self-criticism, innovation in service provision, mutual respect and commitment in all of our behaviours and decisions. We will reinforce Lifeline s reputation as an organisation of integrity, honesty, respect, care and trustworthiness. We listen to others without judgement. We believe suicide is mostly preventable. 3. Callers to the Service Approximately 3,500 volunteers work on Lifeline s 24 hour crisis support line and answer over 1,200 calls every day from a wide spectrum of people across the Australian community. People call Lifeline for a variety of reasons including: Suicide and suicidal behaviours Relationship issues family; partner; Stress coping ability Family breakdown separation, Lifeline NCSCT Course Information V2 Page 3 of 10

4 parent; child; friends & relatives; work Social loneliness, isolation, estrangement Mental health problems depression; anxiety; psychiatric disorders Parenting & Step-parenting Health and disability Referrals to community services and support divorce child custody & access Domestic and family violence Loss & grief death; separation/divorce; cultural loss; Sexual assault Addiction Lifeline s Crisis Supporter training equips volunteer Crisis Supporters with the skills and knowledge to provide short term support to people in crisis when they call with these and/or other issues as well as increasing safety when thoughts of suicide are present including providing pathways to further care and support as necessary. 4. Benefits of becoming a Lifeline Volunteer Crisis Supporter Volunteering for Lifeline is an opportunity to make a difference in communities all around Australia in one of Lifeline s 42 Centres. Lifeline s dedicated volunteers are the backbone of Lifeline and work tirelessly to help connect people with care. The skills and knowledge of Lifeline s trained volunteers are utilised in the provision of telephone crisis supporting for Lifeline s 24 hour crisis support service The following benefits of working for Lifeline as a volunteer Crisis Supporter are: Practical experience in the field of crisis support and referral work; Personal and professional growth and development; Career opportunities; Giving back to your community; Belonging to the Lifeline community; Ongoing support in your work with Lifeline learning new skills and/or enhancing existing skills; Meeting new people; New experiences; and Some units of competency from the CHC42208 Certificate IV in Telephone Counselling Skills transfer into other Community Services and Health qualifications. 5. What do other Lifeline Volunteer Crisis Supporters have to say? The majority of people who undergo Lifeline training continue on to become valued members of the Lifeline volunteer community who contribute their time and skills to the Australian community through their crisis support work. The following comments reflect the experience of some of Lifeline s volunteers: It s enhanced my personal growth and I have developed skills which I apply to my own life It s improved my confidence, self-esteem and my self-awareness I feel good by making a contribution to the community I get a lot of satisfaction from helping It s really improving my confidence and ability to help someone in crisis Lifeline NCSCT Course Information V2 Page 4 of 10

5 I enjoy supporting people in need I have developed some great new friendships I now have a greater awareness and respect for other s experiences It s broadened my outlook and my concepts about life have changed 6. Lifeline s National Crisis Supporter Core Training Lifeline s National Crisis Supporter (CS) Core Training is a nationally accredited course designed to train Lifeline Crisis Supporters to answer calls on Lifeline s Crisis Line. 6.1 National CS Training Outline Within each Module students will: Be introduced to Lifeline s policies and procedures; Cumulatively learn the various micro-skills of crisis support; Learn about theories and be provided with current information related to various community issues; Learn how to apply the micro-skills and knowledge related to community issues to the Lifeline Crisis Support Model; and Complete all e-learning and face-to-face learning requirements. Following is a brief outline of the National CS Training. Phase 1 Introduction to becoming a Crisis Supporter Module 1 Introduction Module 2 Self Awareness and Policy Operation of the Service Policies and Procedures Lifeline Service Description, Values and Mission, Code of Ethics Crisis Supporter (CS) roles and responsibilities Lifeline Policies and Procedures Self-awareness Phase 2 LivingWorks Applied Suicide Intervention Skills Training (ASIST) Module 3 ASIST LivingWorks Applied Suicide Intervention Skills Training (ASIST) Phase 3 Using the Practice Model Effectively Module 4 Lifeline Practice Model & Microskills Overview Module 5 Loss & Grief Module 6 Relationship Issues Module 7 Domestic and Family Violence and Sexual Assault Lifeline Practice Model Micro-skills overview Loss & grief theory Relationship issues theory and information Mid-course evaluations DFV & SA theory and information Lifeline NCSCT Course Information V2 Page 5 of 10

6 (DVF & SA) Module 8 Child Protection Module 9 Addiction Module 10 Mental Health Phase 4 Answering the Call Module 11 Answering the call Module 12 Intervention Module 13 Organisational Protocols Module 14 Student Placement Child abuse and protection theory and information Lifeline policy Addiction theory and information Mental health theory and information Supervision Applying ASIST to the telephone Lifeline policies and procedures Lifeline policies and procedures Lifeline s computer based records management system Accreditation overview Administrative processes (local and national) General course review Briefing re Student Placement Student Placement consists of a minimum 16 hours over 2 months of supervised/assessed shifts in the Centre phone room taking calls on the service to demonstrate their vocational competency in the role of CS. Students will be required to complete activities as outlined in the student workbook as well as a final e-learning multiple choice test. Students will receive a supervisor s report at the completion of their student placement. Upon successful completion of this phase of the training, students will be invited to become a Probationary CS. Probationary Crisis Supporter During probation students are required to keep a log to record their progress towards Accreditation as a Volunteer Lifeline CS. This includes compliance with supervision, practice and professional development requirements. On successful completion of probation, students will be issued with a Statement of Attainment and invited to become an Accredited CS. The Training Calendar can be found in Attachment A and includes training dates for ASIST, DFVSA & Practice Clinics (where applicable) 6.2 Lifeline National Crisis Supporter Accreditation Process The National CS Core Training (NCSCT) is a minimum of 67 hours training. It comprises 14 Modules divided into 4 phases which outline basic learning outcomes that provide gradual and sequential skills development and knowledge of a variety of community issues that are commonly experienced by callers to the service. The training is delivered through e-learning and face-to-face training sessions as well as workplace training. Students will be required to complete various learning activities on-line prior to attending each face-to-face training session. The e-learning will introduce students to Lifeline s policies and procedures as well as provide theoretical knowledge and current information related to current community issues and legislation that will provide the context for which face-to-face learning will occur. Lifeline NCSCT Course Information V2 Page 6 of 10

7 The face-to-face sessions will provide an opportunity for students to reinforce their e- learning through discussions, and various group activities. The development and application of the various micro-skills will be taught in the faceto-face training sessions and will be applied through role-plays to the context of the e- learning subject matter through the application of the Crisis Support Model. Please note: Students who do not complete their e-learning prior to attending face-toface sessions will struggle to keep up with the pace of learning and may jeopardise their enrolment. On successful completion of the National CS Core Training an invitation to enter into student placement will be offered. When a student successfully completes their student placement they will be invited to become a Probationary CS. Students will need to meet probationary and annual Accreditation requirements to become a Lifeline Accredited Volunteer Crisis Supporter. 6.3 Accreditation and re-accreditation requirements Volunteer Crisis Supporters are required to meet a range of minimum yearly requirements to ensure that they maintain their level of competency. These are as follows: Supervision this will consist of individual and group sessions as well as call monitoring; Practice a minimum of 92 hours of logged in telephone crisis support over a 12 month period; and Professional Development a minimum of 4 hours learning and development. Once students have successfully completed the core training they will be invited to undergo student placement. Upon successful completion of the student placement they will be invited to become probationary Crisis Supporters. There are various requirements that a Crisis Supporter needs to meet during the probation to become a fully accredited volunteer crisis supporter. The Annual Accreditation requirements can be found in Attachment A Time commitment Information related to hours/time commitments can be found in Attachment A Supervision Information related to Supervision requirements can be found in Attachment A Professional and personal development Information related to Professional and Personal Development can be found in Attachment A. 6.4 Assessment Nationally accredited training requires that students be assessed in a variety of ways to determine their competency in three areas. 1. Ability for personal development and growth, including level of self-awareness; 2. Skills development and growth; and 3. Knowledge of theory and information related to the various course components. Students will be awarded a grading of either Competent or Not Yet Competent. Lifeline NCSCT Course Information V2 Page 7 of 10

8 Assessment will occur holistically throughout the training in the following areas by a number of trainers and facilitators or supervisors and will involve observation, formal or informal interviews. The following methods will be used to assess students: e-learning A small number of multiple choice and/or short answer questions will be required to be answered at the completion of readings within the e-learning content. The questions will directly reflect the content of the readings. Face-to-face Students will be assessed on their level of self-awareness related to activities and discussion as well as participation in large and small group activities. Students will also be assessed on their performance in roleplays designed to assess the student s understanding and application of the micro-skills and Crisis Support Model. Student Workbook Students will be required to complete a student workbook which will reflect self-assessment of their learning in the e-learning and face-toface training and their participation in role-plays and activities for each module. Student Placement Students will be supervised and assessed for a minimum period of 16 hours in the course of performing the role of CS in the Centre phone room taking calls to the service. A Supervisor s report will be provided at the completion of Student Placement and will form part of the assessment requirements. Probationary CS Students will need to meet Accreditation requirements as outlined previously. ASIST Students are required to attend the 2-day LivingWorks ASIST training program at Module 3. DFVSA Students are required to attend the workshop at Module 7. Practice Clinics These may be held by the Centre for the development of skills and application of the Practice Model to the knowledge gained during the course of learning. Information related to Practice Clinics (if applicable) can be found in Attachment A. Assessment will occur as an integrated component of the learning process and is designed not to be onerous for the student. At the completion of training and the probationary period students are expected to have met the skills, knowledge and attributes required of a Volunteer Crisis Supporter. 7. CHC42208 Certificate IV in Telephone Counselling Skills 7.1 Qualification and Units of Competency Lifeline is a registered training organisation (RTO) registered with the Australian Skills Quality Authority (ASQA). Centres are designated training sites and as such are able to offer nationally recognised training qualifications under VET Quality Framework. Lifeline provides consistent, evidence-based national training across all Centres Australia-wide. On successful completion of the National Crisis Supporter (CS) Core Training students will receive a nationally recognised Statement of Attainment or vocational qualification. Lifeline NCSCT Course Information V2 Page 8 of 10

9 7.1.1 Units of Competency The National Crisis Supporter Core Training provides a Statement of Attainment for the 4 core units* and aligns with the CHC42208 Certificate IV in Telephone Counselling Skills. This qualification applies to workers who provide support to individuals offering them first point of contact in a crisis situation and referral to a broad range of services. At this level workers: Provide short-term direct phone contact with clients in a crisis situation during which time they establish a helping relationship to define the crisis and provide referral information where appropriate Are responsible for more complex telephone counselling situations, including risk of suicide. The Units of Competency are as follows: Core Units BSBINM201A Process and maintain workplace information CHCADMIN305E Work within the administration protocols of the organisation CHCCOM403A CHCORG201B CHCORG303B CHCTC301B CHCTC302A CHCTC403A CHCTC404A HLTOHS300B Elective Units CHCAOD201D CHCDFV301A CHCMH301B Use targeted communication skills to build relationships Follow policies, procedures and programs of the organisation Participate effectively in the work environment Deliver a service consistent with the organisation s mission and values* Provide client-centred telephone counselling* Provide telephone counselling in crisis situations* Provide competent suicide intervention in a telephone counselling context* Contribute to OHS processes Prepare for alcohol and other drugs work Recognise and respond appropriately to domestic and family violence Work effectively in mental health * Units of Competency which students must achieve competency in to become an accredited CS and for which a Statement of Attainment will be issued. These Units of Competency articulate into other courses of study in the Community Services and Health Package. 7.2 Enrolment Students are asked to enrol in either the 4 Lifeline core units of competency or the CHC42208 Certificate IV in Telephone Counselling Skills. If choosing to be assessed against the entire Certificate IV in Telephone Counselling Skills students will need to select at least 2 elective on the enrolment form. Students can tick to be assessed against all three electives if they wish to do so. Please note that some Centres do not offer the option to complete the Certificate IV in Telephone Counselling Skills. Centres may charge a fee to assess any competencies other than the 4 Lifeline units of competency. Lifeline NCSCT Course Information V2 Page 9 of 10

10 If, at the end of the course the student wishes to complete the Certificate IV in Telephone Counselling Skills, they will have to gain it through the recognition of prior learning (RPL). Lifeline NCSCT Course Information V2 Page 10 of 10

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