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3.05 | AOD TELEPHONE COUNSELLING - Managing complex calls

 

MODULE NAME:Managing Complex Calls
MODULE CODE:L3.5 -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:Participation in this activity may contribute to CPD. A Statement of Completion will be issued on completion of this module. 
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.  
REFERENCE LIST:The full reference list for this module is available on request.
SUGGESTED CITATION:Insight Centre for AOD Training and Workforce Development. AOD telephone counselling. Understanding MDMA Brisbane: Queensland Health; 2024. Available from: https://insight.qld.edu.au/training/elearning  
COPYRIGHT INFORMATION:This resource is licensed under Attribution-NoDerivatives 4.0 International (CC BY-ND 4.0). This license requires that reusers give credit to the creator. It allows reusers to copy and distribute the material in any medium or format in unadapted form only, even for commercial purposes.
LAST UPDATED:October 2024