Serving Sydney's Northern Beaches

24 Hour telephone crisis support Call 13 11 14


Telephone Crisis Supporter Volunteer - OLD

Train to become a Telephone Crisis Supporter

Lifeline Northern Beaches, on behalf of Lifeline Australia RTO 88036

Being a Lifeline Telephone Crisis Supporter is an important commitment. If you are considering applying for the Telephone Crisis Support nationally recognised training course, please read the following notes carefully prior to applying.

And, see the Training or Upcoming Events section of this website for details of the next course to be run.

This nationally recognised training comprises of accredited 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 Units of Competency listed below:

CHCCCS003    Increase the safety of individuals at risk of suicide

CHCCCS019    Recognise and respond to crisis situations

CHCCCS028    Provide client-centred support to people in crisis


To request a pre-enrolment course brochure please email


A Great Way To Contribute, Help and Grow

Becoming a Telephone Crisis Supporter is a great way to help your community, build your own skills and knowledge, and belong to a committed and fun team.

The course is a combination of e-learning and weekly face-to-face group work, and practising crisis support skills. Places are limited. The selection process involves application, interview and confirmation of eligibility criteria outlined below.

The Telephone Crisis Supporter Training Course

310 Sydney Rd Balgowlah
(walk down the brick paved plaza at 318 Sydney Rd, next to the Phulkari Indian restaurant and enter through the double glass doors).

WHEN Wednesday nights 6.45pm (for 7.00pm start) – 10.00pm
PLUS 2 weekend workshop.
COST $610

 Eligibility Criteria

  1. A desire to learn

  2. No previous counselling experience or qualifications are necessary

  3. Minimum age 20 years

  4. Willingness to comply with Lifeline's Code of Ethics, policy and procedures and WH & S safety requirements

  5. Participants should have the capacity and willingness to respond to all people in a non- judgemental and accepting manner

  6. Have the time available to commit to regular fortnightly shifts

  7. Agree to a criminal record check

  8. Basic computer skills

About the Course

The course focuses on the skills you will need to become a competent telephone crisis supporter.

These include:

  • Reflective listening
  • Empathy
  • Confrontation and challenging
  • Questions (and how to avoid them)
  • Summarising and normalising
  • Exploring options
  • Knowing how to end calls

Our Crisis Support Model

Along with these skills, you will learn the theory behind the crisis support model used at Lifeline. You will learn how this differs from other forms of counselling.

Informal lectures, group work and role-plays in the form of simulated crisis support calls will be the main methods of learning.

The latter part of the course focuses on some of the issues which we regularly deal with on the Lifeline phones.

Because Lifeline deals with many personal aspects of people’s lives, we ask at the beginning of the course that you sign a Declaration of Confidentiality. This states that you will hold in confidence all information obtained throughout the duration of the course.

Assessed Shifts

If you successfully complete the face-to-face training and wish to continue to become a Telephone Crisis Supporter, you will then proceed to assessed shifts.

On these shifts you will familiarise yourself with the phone room procedures. At completion of the assessed shifts, you will be asked to make a commitment (a) to undertake a minimum of 92 hours crisis support per year, and (b) to attend professional development as required.


There are four forms of assessment during the course:

  1. Participation in group work
  2. Simulated crisis support calls
  3. Course attendance
  4. Completion of online learning

The training team will consider your performance on each of these in order to decide your suitability for telephone crisis support. Feedback will be given throughout the course.


To apply or for further information please email