Telephone Counselling Training

Lifeline receives more than 400,000 calls to the 131114 crisis line each year. The Telephone Counselling Training Program is designed to train volunteers from all backgrounds in the skills necessary to respond to these calls. Previous experience in counselling is not a prerequisite. This training is run approximately twice a year at Lifeline Centre's across Queensland and more frequently in some centres.

The course involves training in counselling skills, developing an awareness of common caller issues and practical small group sessions, as well as observation and supervised shifts.

Working on the crisis line is by invitation only and so upon achieving competancy in the classroom assessments, students will generally be invited to begin the practical components of their training on the telephone. Upon completion of the practical component of the course students will receive a certificate of attainment.

Although it is not required for your work as a volunteer telephone counsellor some students may wish to continue to work toward completing the Certificate IV in Telephone Counselling.

Most trainees will then need to successfully complete some supervised shifts and have a number hours of rostered shift work to be eligible for a Statement of Attainment verifying completion of the basic Telephone Counsellor Training Course.

Topics covered include:

• Active and reflective listening
• Paraphrasing and summarising
• Questioning and immediacy
• Risk assessment and crisis intervention
• Suicide
• Domestic violence
• Child abuse
• Grief and loss
   

Who is Lifeline looking for?

People from all walks of life who are prepared to:

• Undertake training.
• Fulfil shifts on a regular basis (usually fortnightly).
• Work within the vision and values of UnitingCare Community.
• Make a two year commitment to volunteer with Lifeline.
• Can pass a comprehensive selection process and show good communication and listening skills, and a non-judgmental attitude.

What's in it for me?

• Practical counselling skills.
• Personal growth and development.
• Improved communication and relationship skills.
• Enhanced self awareness.
• Career opportunities.
• Giving back to your community.
• Increased ability to support family, friends and work colleagues.
• Belonging to the Lifeline community.
• Ongoing support in your work with Lifeline.

Upcoming Courses

Brisbane
To find out about what's involved in the telephone counselling course, you are invited to attend information session Thursday September 1, 2011 from 6:00pm-8:00pm. Please RSVP to TSCourses [at] lccq [dot] org [dot] au by Tuesday August 30, 2011. The next course is starting on September 26 and will be an evening course held two nights a week for nine weeks.

Please see the information pack and applicaiton form for more details.

What do Telephone Counsellors say about the experience?

“What an amazing experience. I have grown so much…”

“I believe that the Lifeline training was one of the most thoroughly well-planned and well-presented educational experiences of my life.”

“The training has taught me things that are really useful, both on the phones at Lifeline and also in my personal life. I’ve become much more aware of how to listen well to the people I love.”

“I found the training to be such a fantastic learning curve – I learned so much, about myself and others and all in a supportive, caring environment.”

The Telephone Counselling training is challenging and demanding in terms of time commitment and requires a willingness to work openly and respectfully in large and small groups.

Given the diverse nature of our calls, telephone counsellors are expected to commit to not only basic training but also to regular shift work, ongoing supervision and professional development.

For more information on Lifeline's Telephone Counselling Course, please contact your local Lifeline Centre.