Explore strategies for analysing and managing risks in community services, focusing on understanding behaviours and implementing effective safety protocols.
Diploma in E-Counselling and Telephone Counselling
Our 6-month Diploma of E-Counselling and Telephone Counselling is facilitated live virtually and will provide you with the opportunity for intending and ...
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Changing Lives and Creating a Bright Future for Your Clients
Navigating the complexities of personal relationships can be like
walking through a maze. If you are a health care professional and work with your clients virtually this specifically designed course will enhance your current skills.
All students are well-supported by:
Denise Archie
Here to help you move forward.
The course combines both theory and practical training, with the bulk of the learning and assessment in the workplace where learners will be practising newly acquired knowledge through delivery of skills in telephone counselling, assisting people to provide welfare and support services to assist some of the most vulnerable people in the community.
Our 6-month Diploma of E-Counselling and Telephone Counselling is facilitated live virtually and will provide you with the opportunity for intending and existing practitioners to build upon their ‘lived experience’ and their on-the-job experience to become proficient e-counsellors and telephone counsellor practitioners.
There is a strong demand for people with lived experience or a mental health background to be qualified in the principles and practices of recovery-oriented counselling. This is to ensure that NDIS mental health services are delivered in a way that supports the recovery of mental health consumers.
The principles of recovery-oriented mental health practices are to develop:
- An understanding the uniqueness of individuals
- Real choices for consumers
- An understanding of attitudes and rights
- Partnership and communication in the recovery process
- Build support, evaluate and adjust the recovery of the consumer
Practitioners are expected to tailor care and support approaches to meet individual needs by providing increased options for consumers.
Our courses are underpinned by both the Trauma Informed Care Model and the Recovery-Orientated Practice Model. This is a holistic, person- centred approach to mental health care. Our model has quickly gained momentum over the past decade and is becoming the standard model of mental health care. Recovery-orientated practice focuses on building trust and encouraging relationships based on hope all required for effective counselling practitioners.
Apply Specific Communication Techniques to Maintain Relationships with Clients
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Section 1: RM 002 Communication Strategies to Establish RapportCommunication Strategies to Establish Rapport
Learn effective communication strategies to establish rapport, resolve issues, and conduct interviews in professional settings. Enhance interpersonal skills by understanding cultural differences and adapting your communication style for diverse audiences.
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2Section 2: RM 002 Feedback and Cultural Sensitivity in Communication
Feedback and Cultural Sensitivity in Communication
This section covers effective methods for providing feedback and advice in professional settings, respecting individual and cultural differences, and maintaining confidentiality. Learn to use feedback as a motivational tool, give constructive advice, and communicate appropriately across diverse cultural contexts.
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3Section 3: RM 002 Australian Privacy Principles
Australian Privacy Principles
Learn the comprehensive Australian Privacy Principles and how they govern personal information management. Understand the duty of care in client services, including legal obligations, risk management, and effective communication strategies for professionals.
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4Section 4: RM 002 Effective Workplace Communication
Effective Workplace Communication
This course provides practical strategies for ensuring efficient communication, maintaining effective workplace relationships, and respecting cultural differences. Learn how to respond to enquiries, represent an organisation, and foster an inclusive and respectful work environment.
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5Section 5: RM 002 Crafting Effective Presentations
Crafting Effective Presentations
Learn the essentials of crafting impactful PowerPoint presentations, structuring effective presentations, and employing communication strategies to enhance client and colleague interactions.
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6Section 6: RM 002 Understanding Workplace Coaching
Understanding Workplace Coaching
This course focuses on enhancing communication and networking skills in the workplace. Learn how to coach colleagues and clients in communication, maintain essential networks, and use communication techniques to enhance interactions.
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7Section 7: RM 002 Understanding Conflict
Understanding Conflict
This course explores strategies for resolving conflicts and facilitating group discussions effectively. It covers the nature of conflict, constructive conflict, stages of conflict resolution, mediation techniques, and strategies for inclusive group discussions. By understanding these concepts, you can enhance communication and problem-solving within teams.
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8Section 8: RM002 The Essentials of Conducting Meetings
The Essentials of Conducting Meetings
Learn the essentials of organising, conducting, and evaluating meetings to achieve productive outcomes. This course covers setting objectives, preparing agendas, ensuring participant engagement, and techniques for successful group communication.
Starting Course
Assess, Promote, Support and Review Wellbeing
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14Section 1 Part 1: RM S023 Recognise and Support Individual Differences
Learn to recognise and respect individual social, cultural, and spiritual differences in care settings. This course guides you on effective communication, respecting diverse cultural norms, and supporting personal identity.
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15Section 1 Part 2: RM S023 Recognise and support individual differences
Learn to engage and support individuals with disabilities by recognising their unique needs, strengths, and stages of life. This course focuses on fostering community participation, promoting personal competence, respecting identity, and providing avenues for meaningful employment and social involvement.
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16Section 2: RM S023 Promote Independence
Learn how to support individuals in recognising and utilising their strengths, facilitate access to support services, and maintain their independence in service delivery.
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17Section 3: RM S023 Support Physical Wellbeing
Explore how to promote healthy lifestyle habits, maintain safe environments, and identify health variations in clients. Gain skills in effective communication strategies, hazard identification, and when to escalate health concerns. Evaluate decision-making processes and understand risk management plans.
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18Section 4 RM S023 Support Social, Emotional and Psychological Wellbeing
Learn to promote self-esteem and confidence, understand the importance of safe routines, encourage participation in social activities, identify and manage wellbeing variations, and recognise abuse or neglect indicators.
Contribute To Continuous Improvement To Trauma Informed Care
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22Section 1: RM 007 Understanding Trauma-Informed Care
Learn how to effectively implement trauma-informed care practices to support trauma survivors. This course covers foundational concepts, principles, and strategies to ensure a safe, respectful, and responsive approach to care.
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23Section 2: RM 007 Mandatory Reporting Legislation in Australia
Explore the framework and obligations of mandatory reporting of child abuse, learn to recognise trauma symptoms, and discover strategies to provide support. This course covers identification and reporting procedures, trauma symptoms and expressions, and the strengths-based approach to support survivors.
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24Section 3: RM 007 Understanding Cognitive Behaviour Therapy (CBT)
This course provides essential strategies for managing trauma and vicarious trauma in professional settings. It covers cognitive behaviour therapy techniques, professional and personal management strategies, work-life balance, self-care, and self-reflection to support mental well-being and effective workplace practices.
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25Section 4: RM 007 Trauma-Informed Care Barriers
This course provides insights into identifying and overcoming common barriers to trauma-informed care, emphasising the need for collaboration, understanding organisational culture, and ensuring effective communication among service providers.
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26Section 5: RM 007 Trauma-Informed Interviews
Explore the essential techniques for conducting trauma-informed interviews, including active listening and feedback gathering. Learn how to optimise service delivery by communicating effectively and utilising feedback for continuous improvement.
Use Different Counselling Therapies
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27Topic 1: Introduction
Explore counselling therapies, client needs, and developmental stages. Learn to prioritise needs, establish desired changes, and apply frameworks like Maslow's hierarchy and the SMART model. Understand Piaget's cognitive development, Freud's psychosexual stages, Erikson's psychosocial development, and Kohlberg's moral reasoning to effectively support clients through various life phases.
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28Topic 2: Considering Co-existing Issues in Selecting Courses of Action
Explore co-existing issues in counselling, including mental health and AOD, dual diagnosis, substance abuse/dependence, identifying clients, alcohol/drug dependence symptoms, psychological problems, mood/personality/psychotic disorders, and drug-induced conditions.
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29Topic 3: Counselling Therapies: Application, Benefits, and Limitations
Explore various counselling therapies including CBT, person-centred, and behaviour therapy. Understand their applications, benefits, and limitations in addressing diverse client needs and goals. This course covers key concepts, techniques, and practical applications of each therapy to enhance counselling skills and client outcomes.
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30Topic 4: Own Comfort Level with Using Counselling Techniques
Explore counselling techniques, self-care strategies, stress management, and trauma-informed practices. Learn to manage stress, prevent re-traumatisation, and select appropriate therapies.
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31Topic 5: Communicating and Documenting Details of Therapies
Explore the essentials of communicating therapy details, client rights, understanding the counselling process, professional boundaries, and overcoming communication barriers.
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32Topic 6: Use Counselling Therapies
Explore counselling therapies, communication techniques, and strategies for building rapport, active listening, and effective questioning. Learn about reframing, paralanguage, and specialised communication techniques to enhance client development and growth. Discover how to address the impacts of trauma and stress, change client behaviour and thought patterns, and foster self-awareness and resilience.
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33Topic 7: Combining Techniques and Processes From Different Therapies
Explore integrative therapy, reinforcement approaches, and essential counselling skills including communication, rapport, empathy and ethical practices. Learn the importance of non-verbal communication, active listening, and legal considerations to enhance counselling effectiveness and client support.
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34Topic 8: Client Issues Requiring Referral — Reporting and Referring
Learn about client referral processes in counselling, including identifying issues, exploring needs, and connecting clients with appropriate support services.
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35Topic 9: Evaluate Use of Counselling Therapies
Explore counselling therapies, monitoring client progress, and organisational standards to ensure quality care and continuous improvement in mental health services.
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36Topic 10: Maintaining and Enhancing Knowledge of Emerging Trends
Explore strategies for maintaining and enhancing knowledge, including performance appraisals, personal learning plans, coaching, mentoring, and formal training. Discover the rewards of skill development and methods for staying current with industry trends, such as formal studies, seminars, electronic media, and professional development activities.
Provide Loss And Grief Support
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37Section 1 Part 1: RM S017 Learning Support Material
Explore the multifaceted nature of grief and loss, examining its psychological, cultural, and personal impacts. Gain skills to support individuals through loss while respecting diverse backgrounds and beliefs.
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38Section 1 Part 2: RM S017 Learning Support Material
This section provides insights into common reactions to loss and trauma, highlights grief responses, and emphasises the importance of recognising and referring to specialised support. It aims to equip learners with the skills to offer appropriate emotional support, identify signs of complex grief, and apply culturally sensitive communication techniques.
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39Section 1 Part 3: RM S017 Learning Support Material
Explore grief and bereavement care services, referral procedures, risk management, supervision, and support strategies in this comprehensive course. Equip yourself to effectively identify, inform, and refer grieving individuals, while maintaining professional resilience.
Provide Telephone Counselling in Crisis Situations
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40Section 1: RM019 Course Introduction
This course develops the skills to identify and respond effectively to crisis situations, ensuring safety and appropriate referrals. It covers crisis recognition, immediate safety measures, support referrals, and self-care practices within the context of community services, adhering to relevant legislation and industry standards.
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41Section 2: RM019 Recognition of Safety Issues in Community Services
Understand how to identify and respond to crisis situations in community service settings, recognising signs of safety issues, managing clients at risk, and responding to abuse and self-harm indications effectively.
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42Section 3: RM019 Identifying Signs of Abuse
Learn to identify signs of abuse, violence, and crisis, and develop skills to respond appropriately to ensure safety and provide support.
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43Section 4: RM019 Analysing Risk Behaviours
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44Section 5: RM019 Empathetic Listening in Crisis Situations
Learn to address immediate safety concerns by listening empathetically, strengthening links to safety, and providing structure for crisis management. Improve communication through empathy, validation, and collaboration.
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45Section 6: RM019 Tackling Crisis Situations
This course equips learners with the ability to identify and tackle crisis situations, collaborating with clients to manage risks, understanding legal and ethical responsibilities, and executing intervention strategies effectively.
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46Section 7: RM019 Understanding the Role of Supervisors
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47Section 8: RM019 Empowering Informed Choices
This course provides guidance on empowering individuals to make informed decisions, recognising barriers to seeking assistance, and developing personalised care plans. It focuses on effective referral to professionals, maintaining accurate documentation, and fostering a supportive environment to resolve crises.
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48Section 9: RM019 Recognising Risks in Crisis Support
Learn to identify risks involved in crisis support and strategies to minimise them, including self-care practices, handling aggressive situations, and implementing
Respond Holistically To Client Issues And Refer Appropriately
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49Section 1: Effective Client Communication and Relationship Building
Learn how to build strong client relationships through effective communication, understanding boundaries, and prioritizing needs. Discover active listening techniques and strategies for overcoming communication barriers.
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50Section 2: Informed Support: Sharing Information and Identifying Harm
Equip yourself with the knowledge and skills to provide relevant information, understand holistic care, and identify potential harm, neglect, and abuse in community service settings. Empower clients and promote well-being through informed decision-making.
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51Section 3: Ethics and Confidentiality in Client Interactions
Learn how to ask appropriate questions, document client information, assess potential risks, and respect client autonomy and privacy. Understand privacy principles, data security, and organizational procedures for effective and ethical practice.
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52Section 4: Managing Client Information and Duty of Care
Learn how to manage client information with confidentiality and care. Discover techniques for risk assessment, and your duty of care. Promote client well-being and safety with practical knowledge.
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53Section 5: Effective Client Goal Setting and Service Coordination
Learn how to identify client needs, set SMART goals, and develop effective action plans. Discover strategies for monitoring progress, providing positive reinforcement, and creating contingency plans to ensure client success.
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54Section 6: Enhancing Client Support: Capacity, Resources, and Procedures
Equip yourself with the skills to identify organizational capacity, provide appropriate support, and navigate time constraints. Explore resources, manage caseloads, and review information systems for effective client support. Enhance case management and referral procedures for comprehensive service delivery.
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55Section 7: Duty of Care and Mandatory Reporting
Learn how to follow duty of care obligations, identify risks, and report abuse. Understand organizational policies, legislative requirements, and referral processes to support clients effectively.
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56Section 8: Crisis Intervention, Risk Minimization, and Cultural Sensitivity
Learn to implement appropriate procedures to address potential emergency or crisis situations. Discover strategies for risk minimization, responding to risks, and meeting cultural obligations. Understand individual differences in care.
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57Section 9: Reviewing and Improving Client Services
Explore client service effectiveness through reviews, documentation, and monitoring. Learn how to evaluate outcomes, ensure accountability, and incorporate feedback for continuous improvement. Understand the importance of accurate record-keeping and client involvement.
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