TELEPHONE CRISIS SUPPORT TRAINING INFORMATION PACK

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1 TELEPHONE CRISIS SUPPORT TRAINING INFORMATION PACK OVERVIEW Becoming a Telephone Crisis Supporter is a rigorous process of training, individualised support, mentoring and practice. There is a stage by stage process and each stage must be passed successfully prior to being able to commence to the next stage as can be seen on the pathway diagram on page 2. COURSE FEES $500 (no GST). The fee is subsidised and includes all training material. This amount is payable at the commencement of the training. An Overview of the Process (see pathway diagram on page 2) The following process is listed in order of progression 1. This Information pack given to the potential student 2. Attend Information Session 3. Attend Interview with Lifeline Staff 4. Complete Enrolment Form 5. Pay course fees 6. Commence E-learning 7. Attend all training sessions 8. Complete student workbooks (self reflections) 9. Complete Final Role Play assessments as part of training period 10. Invitation to Student Placement (16 hours 4 x 4 hour assessed shifts on the phone) 11. Invitation to Probation Period ( 1 year on phones ) 12. Graduation and issuing of Statements of Attainments for core units 1

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3 PRE-ENROLMENT INFORMATION All students will be asked to give their consent to a mandatory background police check. Student volunteers are required to commit to 24 months voluntary telephone crisis support service at the end of the course. This involves 92 hours of logged in telephone crisis support per year, as well as supervision and crisis support development training. STUDENT ELIGIBILITY CRITERIA Competent computer skills A desire to learn The ability for self-assessment and openness to an ongoing learning process A capacity and willingness to respond to all people in a non-judgemental and respectful manner. An ability to display empathy An ability to maintain a level of consistency in commitment, reliability and punctuality A willingness to adhere to work within the vision and values of Lifeline A high level of verbal proficiency and understanding THIS SEMESTER DETAILS Information Session: March 18 th : Monday 5.30pm 6.30pm April 16 th : Tuesday May 18 th : Saturday June 10 th : Monday 5.30pm 6.30pm 10.00am 11.00am 5.30pm 6.30pm Lifeline WA, Unit 44A 7 Aberdeen Street Perth. Course dates: Wednesday 3 July 9 October 2013 Wednesday nights from 6 to 9.30 pm, including - one weekend workshop ASIST (13/14 OR 19/20 July) and - one Saturday (10 August) Venue: Training Rooms at St John of God Hospital MURDOCH THE TRAINING The course is a combination of presentations, large and small group exercises, role-plays and e-learning. To maximize the learning from the course, students are required to participate in all exercises and group discussions as well as complete self reflection style homework every week. The course covers 14 modules which covers; Policy, Self-awareness, specific crisis support skills such as empathy, reflecting, paraphrasing as well as touching on different social issues. Each Week you will have a lecture followed by a coffee break, followed by group activities and skills practice most weeks. You will receive specific constructive feedback so that you develop your skills steadily week by week. The small groups are facilitated by experienced Telephone Crisis Supporters who volunteer their time. 3

4 STUDENT PLACEMENT 4 supervised shifts for 16 hours Will not be invited to probation unless adequate skills developed Constructive feedback is offered throughout to assist in development of skills PROBATION PERIOD Accreditation requirements Practice a minimum of 92 hours of logged in crisis support; and All Lifeline WA Crisis Supporters do a minimum of 4 hours weekly shifts. A monthly roster is provided in advance. Participate in Supervision Groups Participate in Individual Supervision Supervision this will consist of individual and group sessions as well as call monitoring; Participation in 4 Group Supervisions and 3 Individual Supervisions per accreditation year is mandatory for Probationary Crisis Supporters. The aim of Individual and Group Supervision is continued education, support and increased skills through: The development of individual supervision plans Participation in discussion and shared experiences with fellow Crisis Supporters Participation in case studies offering opportunities for self reflection and education of best practice principles Supportive and educational written feedback Self care Professional development a minimum of 4 hours learning and development; Personal development through self reflection and awareness is core to the ongoing professional development of all Crisis Supporters within Lifeline WA. The sessions include: Ongoing programs and workshops are provided via both Lifeline WA staff, professionals within the Health Welfare sector and community groups. Advanced skills training as required 4

5 LIFELINE POLICIES (Required reading for Pre-Enrolment) 1.1 Lifeline Code of Conduct Lifeline expects that all personnel, volunteers and students abide by the organisation s Code of Conduct which is underpinned by Lifeline s Beliefs and Shared Values. The Code articulates the ethical principles and standards that sustain the integrity of the organisation s services and procedures by providing a clear understanding of what is considered ethical conduct for delivery of Lifeline Services. All personnel, volunteers and students must ensure they are fully conversant with the Code of Conduct which is displayed in all Lifeline Centres. Registered students will receive a copy of the Code of Conduct in their training. 1.2 Access and Equity Lifeline is committed to ensuring that access and equity principles are applied to all training activities and as such complies with relevant Equal Opportunity Legislation and the ACT Discrimination Act RTO Designated Sites operating outside of the ACT comply with their relevant State or Territory Legislation. All personnel and students are expected to adhere to these principles. 1.3 Equal Employment Opportunity Policy Lifeline is committed to Equal Employment Opportunity to ensure that all personnel and student procedures are conducted in a manner that secures fair and equitable treatment for all employees as well as potential employees and volunteers. 1.4 Harassment Lifeline is committed to the principles and requirements of the Equal Opportunity Act and the Sex Discrimination Act (Commonwealth). All matters relating to harassment are dealt with speedily, sensitively, equitably, confidentially and according to proper process. If an individual experiences any form of harassment from either personnel or students, the Supervisor will guide that individual through the process outlined in the Harassment Policy. 1.5 Occupational Health and Safety/Workplace Health & Safety Lifeline supports and undertakes to comply with relevant Occupational Health and Safety Legislation and each Centre has a local Workplace Health and Safety Policy. Lifeline management and all personnel take responsibility for providing and maintaining a safe and healthy workplace and ensuring that business is conducted in an environmentally sound manner. 1.6 Smoking Lifeline maintains a non-smoking policy throughout the organisation applicable to all its buildings and vehicles. All personnel and students are requested to comply with this policy and according to each State s OH&S legislation. 5

6 1.7 Complaints and Appeals All personnel and students have access without restriction to a comprehensive complaints and appeals policy & procedure at both the Centre and National Office level. Complaints, appeals and actions are recorded in a Corrective Action Record & Register at National Office which is regularly reviewed by National Office management. 1.8 Feedback and Quality Improvement To support the continuous improvement of training and the learning experience all students will complete evaluation forms during and at the conclusion of their training. This evaluation will contribute to continuous improvement. 1.9 Privacy The Privacy Policy is compliant with the legislative requirements of the Privacy Act 1988 (Commonwealth). Lifeline is bound by the National Privacy Principles (NPPs), which impose minimum privacy standards for the handling of personal and sensitive information of an individual. Where any individual believes that there has been an unwarranted invasion of their privacy they should refer to the Complaints & Appeals policy. 2.0 Confidentiality All personnel and students of Lifeline assume an obligation to keep in confidence all information gained about students, personnel, clients and callers. Personnel and students are obliged to refrain from discussing any individual or any information regarding any individual in or out of the organisation except in the course of their studies and/or duties as appropriate. 2.1 Fees The cost of providing training in Certificate IV in Telephone Counselling Skills is valued at approximately $2,750 per student over the course of the training and probation. Lifeline recognises the value of the time commitment volunteers provide to Lifeline and to callers of the service and therefore provides the training at a substantially subsidised cost. For detailed information about the fees (Please see Attachment A) Fees and Charges for Additional Services For detailed information about fees and charges for additional services please see Attachment A. Replacement statements of attainment and qualifications are issued at the scheduled rate which is available on request. 6

7 2.1.2 Refunds The Refund Policy is provided in Attachment B. 2.2 Right of completion of training and/or assessment Lifeline will guarantee that once a nationally accredited program commences, training and assessment services will be available for the prescribed duration of the program. 2.3 Recognition of Prior Learning (RPL) To apply for RPL students will need to complete the RPL section of the Student Enrolment Form that is located in the Student Manual and compile a portfolio of evidence to support his/her application. The RPL process will involve an assessment process including an interview with an assessor. For further information about the RPL process please talk to your Lifeline Centre. A fee will be charged for assessment of RPL. For detailed information about the RPL assessment fee please see Attachment A. 2.4 Recognition of Qualifications issued by other RTOs Lifeline recognises qualifications or Statements of Attainment that comply with the Australian Qualifications framework (AQF) which are issued by other Registered Training Organisations. To apply for recognition of these qualifications or Statements of Attainment, the original documents must be sighted and verified by the RTO Designated Site Training Manager and a copy sent to National Office. Please note that while Lifeline recognises qualifications issued by another RTO you will still have to complete the training in order to become an accredited Crisis Supporter. 2.5 Training, Assessment and Support Services Lifeline is committed to providing the optimum environment for students to successfully complete their training. As such, the RTO Designated Site will provide adequate protection for the health, safety and welfare of students. This will include: A safe environment from which to engage in the training course that observes OH&S legislation and requirements; and Training, assessment and support that meets individual learning needs. Students will be supported throughout their learning by a trainer or group facilitator. If concerns are identified, either the student or trainer may initiate a discussion to rectify the matter. This may involve further support being provided to the student or a discussion about the viability of the student continuing to pursue their studies. 2.6 Student Rights & Obligations Students are expected to actively engage in the training process in order to maximise the potential of the course. As such, students will need to: Attend all training sessions; (students can discuss mitigating personal circumstances with their trainer) 7

8 Complete all e-learning and other activities as requested; Demonstrate punctuality and reliability; Participate fully in all training activities; Be committed to completing assessment activities; Respect the rights of others; Ensure that their actions and behaviour model the expectations outlined in Lifeline s Code of Conduct; policies and procedures and standards; and Seek support regarding any aspect of the training as needed. Modules 3 (ASIST), 7 (DFV & SA) and 12 (ASIST follow-up) are compulsory for all CS Students. If either of these modules are not attended the student will be asked to leave the course. CS Students who miss 2 modules will be asked to review their training commitment and may be asked to withdraw from the current course of study. Students who wish to re-commence training may negotiate to participate in a future training program with their Centre at no extra cost. 2.7 Enrolment Each student is required to complete the RTO Enrolment Form prior to commencing the training program. 8