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4.05 | AOD TELEPHONE COUNSELLING - Managing complex calls

eLEARNING SERIESAOD TELEPHONE COUNSELLING
MODULE NAMEManaging complex calls
MODULE NUMBERModule 2 of 2
LEARNING LEVELLevel 4 – AOD Treatment Specific
TARGET AUDIENCEWorkers in AOD specific roles and settings 
MODULE AIMThe 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.
LENGTH45 mins
CPDParticipation in this activity may contribute to CPD. A Statement of Completion will be issued on completion of this module. 
REFERENCE LISTThe full reference list for this module is available on request.  
SUGGESTED CITATIONInsight: Centre for AOD Training and Workforce Development. AOD telephone counselling: Managing complex calls. Brisbane: Queensland Health; 2025. Available from: https://insight.qld.edu.au/training/elearning
COPYRIGHT INFORMATIONThis 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.
ACKNOWLEDGEMENTSThis 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 UPDATEDOctober 2024
REVIEW AND FEEDBACKAs part of our commitment to continuous quality improvement our eLearning modules undergo a minor review every 2 years, and a major review every 4 years. All evaluation responses are carefully considered during these reviews.  If you have significant or urgent feedback, we encourage you to email us directly at insight@health.qld.gov.au