Telephone Crisis Supporter Training Course

Lifeline Australia RTO 88036

About the courseRebecca

The Telephone Crisis Support nationally recognised training course is based on adult learning principles and experiential learning. The format of the course is a combination of e-learning, presentations, role-plays and large and small group exercises. After the initial modules, students complete their training in the workplace, where they work on the phones, attend coaching, supervision, and mandatory professional development courses.

There are two course intakes per year, in February and August. Applications open in June and are very popular, often filling quickly.

Course details



Intake 1 – February (course is now full)

Intake 2 – August  (course is now full)



Intake 1 – February (please enquire below)

Intake 2 – August  (please enquire below)


Lifeline Harbour to Hawkesbury

4 Park Avenue, Gordon     View Directions


Phase one: 3 months

The nationally recognised accredited training course starts with an orientation evening, and is followed by a full weekend of training (from 9 am to 5 pm) in Applied Suicide Intervention Skills Training (ASIST). This focuses on how to support and respond to suicide-related calls. This is followed by nine consecutive Tuesday evenings (6.30 – 10 pm of face-to-face group training and e-learning (approximately three hours per week). Also included is two days of Mental Health First Aid Training. Successful completion and initial assessment will lead to students being invited to the next phase.


Phase two: 1–2 months

Supervised phone work includes observation and supervised shifts on the phone and group supervision, reflecting on progress. It provides opportunities for learners to practice new skills and to gain constructive feedback. Successful completion of this phase leads to an invitation to phase three.


Phase three: 6–12 months

Probationary period consists of shifts of four hours per fortnight on the phones, supervision, and mandatory professional development. Full accreditation is achieved on successful completion of this phase.

NRT-Logo-WebsiteThis training comprises of nationally recognised Units of Competency and is designed to train Lifeline Crisis Supporters. To be a Lifeline Accredited Crisis Supporter, the minimum requirement is a Statement of Attainment in the three Telephone Counselling Units of Competency listed below:

TCS Training Competences Table


$600 (no GST)

Course Requirements
    • Attending all sessions of the course
    • E-learning
    • Participating in Group Work and role-plays
    • Completing Workbooks
    • Skill Development
    • Supervised telephone crisis support shifts

Student eligibility criteria

Do you have …

    • The ability for self-assessment and openness to an ongoing learning process
    • A capacity and willingness to respond to all people in a non-judgmental and respectful manner.
    • An ability to display empathy
    • A desire to learn
    • An ability to maintain a level of consistency in commitment, reliability and punctuality
    • A willingness to adhere to work within the vision and values of Lifeline
    • A high level of verbal proficiency and understanding
    • Competent computer skills
    • All students will be asked to give their consent to a mandatory background police check.

… then becoming a Telephone Crisis Supporter is a great way to help your community and build your own skills and knowledge.


Don’t take our word for it, meet Rebecca. In the video below, she talks about the training, and how it has made a difference in her life – as well as those she supports on the phone



Please call (02) 9498 8805 ext. 254 or request an information pack below. Request an Information Pack