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3.10 | AOD TELEPHONE COUNSELLING - Managing complex calls

 

MODULE NAME:Managing Complex Calls
 
MODULE CODE:L3.10 -2/2
 
COURSE NAME:AOD TELEPHONE COUNSELLING
 
LEARNING LEVEL:Level 3 - AOD Treatment Specific Practice
 
TARGET AUDIENCE:Workers in AOD specific roles and settings
 
MODULE TYPE:Elective
MODULE AIM:The aim of this module is to assist workers to develop strategies for managing complex calls when providing telephone-based counselling.
LEARNING OUTCOMES:

By the end of this module, learners will be able to:

  • Recognise and be able to use a range of practical grounding and mindfulness-based activities when supporting talkative, distressed and/or dysregulated callers.
  • Identify key considerations when managing risk and safety.
  • Develop strategies and techniques for responding to a range of complex presentations including callers who have suicidal ideation, are intoxicated, experiencing withdrawal or displaying aggression, as well as sexualised and hoax calls.
  • Understand, recognise and manage the counselling phenomena of transference and counter-transference in the context of telephone counselling.
LENGTH:45 minutes
CPD:This module is not accredited for CPD points with any professional association.
 
ACKNOWLEDGEMENTS:This AOD Telephone Counselling module has been developed as a collaboration between The National Centre for Clinical Research on Emerging Drugs (NCCRED), Adis 24/7 Alcohol & Drug Support, Queensland, and Insight.  
LAST UPDATED:April 2022