Certificate IV in Telephone Counselling Skills (12)

Australian College of Community Services Ltd

This qualification is part of the Community Services Training Package. It 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. They are also responsible for more complex telephone counselling situations including risk of suicide.

Entry Requirements:

No minimum education


12 units: 8 core; 4 elective

Subjects you can Study:

Core: 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 WHS processes. Electives: Prepare for alcohol and other drugs work; Respond holistically to client issues and refer appropriately; plus more.

Further information:

The following two units or units with equivalent competency outcomes are required for work at this level in telephone counselling: Process and maintain workplace information; Work within the administration protocols of the organisation. All workers undertaking counselling work need foundation knowledge to inform their work with Aboriginal and/or Torres Strait Islander clients and co-workers and with clients and co-workers from culturally and linguistically diverse backgrounds. This foundation must be provided and assessed as part of a holistic approach to delivery and assessment of this qualification.

Related Careers:

Campus ATAR/OP Mid Year Intake Study Mode Duration
Annerley No info No Full time
Established in 2005, The Australian College of Community Services Ltd is a Registered Training Organisation which provides training in the areas of health and community service. The focus is on practical skills, specialist communication and community issues that affect people with experience of mental Illness and emotional trauma.

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