If you are accepted as a trainee for the Telephone Support Worker (TSW) role, you will be required to attend an 8 week training program. The training program has two intakes per year, please call our office on (03) 9926 9090 or email firstname.lastname@example.org for the latest information.
What is covered?
The first stage of training for the TSW role covers the primary knowledge, skills and processes required to volunteer on the National Helpline. Training is supportive, practical and ‘competency based’. That is, it aims to ensure that by the end of the training, all trainees can demonstrate competence in the core areas of knowledge and skills required to fulfil the TSW role. The training includes home reading, extensive discussion and skills practice through observation and role-plays.
Topics covered include:
- Self as Helper
- Perinatal Mental Health
- Family of Origin and Attachment
- Biopsychosocial Model
- Interventions and Recovery
- Core counselling concepts and skills
- Understanding PANDA’s Helpline and the TSW role.
- Six four-hour classroom-based sessions at PANDA’s North Fitzroy office, held weekly.
- Two three-hour mentored observation shifts in the National Helpline.
- Final role play assessment: All trainees must be assessed as competent in all identified core areas of competency through a final role play assessment.
- PANDA conducts a police check which is updated every three years.
- A counter-signed letter of offer is given to you; this expands on the position description to cover all responsibilities, reporting relationships, supports, performance management principles and other terms and conditions of volunteering with PANDA.