Critically comment upon experiences in conditions of my very own counselling experience and experience working within the organisation. My practicum was carried out at Lifeline Community Care Queensland, Fraser Area in cell phone counsellor role. To be entitled to placement within calling counselling area, a Lifeline Telephone Counselling training course must first be completed. I got fortunate i had completed the training a little over two years ago. Not only did I've the basic training, but I had been also a current volunteer in other jobs within calling counselling area. I benefited from understanding the organisation, the relevant policies and types of procedures, and lots of staff members. I did not have to undergo 'new person' problems. I believe I have a good working romance with my supervisors. New learning activities included undertaking computer supervision, sit-in guidance and support, and providing administrative support. Continuous reading, self assessment and reflection, combined with the keeping of journal notes proved important to my learning and skills development.
Discuss in light of relevant theoretical concepts and research
Without it being explained Lifeline phone counselling runs on the 'consumer directed outcome up to date' strategy (Duncan, Miller & Sparks, 2004). In training we could informed in the key points of 'the caller's tale' and of the necessity to explore with the caller their options, past coping and/or answers to address their issue. Calling counselling training details the Carl Rogers idea of 'unconditional positive regard' (Lifeline Training Manual, 2009), without which it could be impossible to develop the rapport had a need to establish a counselling relationship. There is absolutely no measure of the service provided or responses wanted from callers to the 13 11 14 crisis line service. THE RESULTS Rating Scale and Session Rating Size (Duncan, Miller & Sparks, 2004) are perhaps not entirely well suited for this goal, but might be designed in order to give a feedback device. Some callers leave you with clear indicator of how they consider the call gone and what was achieved. However in other cases I am left wondering about customer care. As the service is a 'problems' line, there is no opportunity to continue with a customer.
Scott Miller (1997), in his sound CD, 'Working with mandated clients', identifies three types of clients: the "Customer, 15% of clients", the "Browser, 65% of clients" and the "Visitor, 20% of clients". In telephone counselling conditions I connect the "customer" callers to those who find themselves in the planning level of change and wedding ring to gain clarity, for support and/or you to definitely listen and guide them in their designed action. The "browser" callers can illustrate the problem in detail, but appear to be trapped, this category would are the "yes, but" callers. The final group, the "visitor" caller, does not identify as having any problem themselves, everyone has an issue with them. A number of the caller's I have spoken to, for example, some callers with mental health issues concerns, perpetrators of home assault, and callers who survey their medication and alcohol issues, I would put in place this group.
Reflect on own experience and learning in light of research and theory.
As the role of phone counselling was known to me, I had been able to commence extra reading from the commencement of the practicum location. I chose materials that I thought would provide relevant information to the provision of the 13 11 14 turmoil telephone service and also to improve my basic knowledge. My supervisor recommended that as many as 85% of callers experienced a mental health problems, not that all callers with an identified mental disorder disclosed that as their reason for contacting. In light of this lot I commenced my reading list with 'The everything health guide to adult bipolar disorder' (Bloch, 2006); and 'A family intervention guide to mental health issues' (Morey & Muser, 2007). These two books coupled with the Clinician's Thesaurus (Zuckerman, 2005) provided valuable information which helped to steer my questions to callers, to be able to better understand their issues and goals of these call.
Callers at risk of suicide require a very high degree of attention, these cell phone calls are difficult and can be challenging. My primary training in dealing with suicide was comprehensive. I later completed the Applied Suicide Treatment Skills Training (LivingWorks, 2004). Ongoing reading in to the issues of suicide, loss and grief have better my knowledge and subsequently helped me to get a greater understanding of the pain and hurting experienced by the person in danger and their families. The necessity for empathic listening is clearly specified in McKissock & McKissock (1995) 'Coping with Grief" and Appleby (1992) 'Making it through the Pain after Suicide', both are small easy to read, and relevant literature.
Reflect/examine journal entries as a whole. Go back over your supervision journal noting the main themes and patterns of thought as well and occurrences and insights.
Reference materials, for example, 'Becoming a Helper' (Corey & Corey, 2009) and the 'Clinician's Thesaurus' (Zuckerman, 2005) outline informed consent, detailing what a customer may expect regarding confidentiality, of their privileges within the counselling romantic relationship and your choice making process. Clients are also enlightened of the constraints of confidentially. This is not the case in cell phone counselling, where confidentially is implied. In cases where police or medical interventions will be required, this can present an honest and/or moral issue. When the caller has disclosed such issues that it goes against the morals of the telephone counsellor, the supervisor on call, and/or society, would it not be better not to survey the suicide happening? In cell phone counselling there is absolutely no opportunity to pick your calls, you can't be a specialist in any one area. It's important to have the skills to utilize callers on a variety of issues. The idea of 'unconditional positive respect' is questioned as i am confronted with a caller who is drunk, abusive or is obviously making love caller (a caller who discloses unwanted explicit details).
In some circumstances there's a clear breach of client confidentiality, like the case when the telephone counsellor on shift, guaranteed the caller that she would not contact the police (journal entrance 17 October 2010), even after his disclosed that he previously already taken an increased than recommended medication dosage of medication and got a brief history of mental illness. After contacting 'Poisons Information' it was clear that the caller's life was at risk and treatment was required. Perhaps this may be viewed as calling counsellor, not contacting the Police, but as the action of contracting the authorities was undertaken by another. The client's confidentiality was technically breached several times, in the TC providing me with details, in my providing the Police with the caller's information and in discussion with the supervisor.
Two books which have proved very valuable as resources are the Clinician's thesaurus (Zuckerman, 2005) as quick guide including "treatment for specific disorders and concerns" and a "Report on common psychiatric and psychoactive drugs". The other reference point is People in Problems (Hoskinson, 2000), which includes shown to be extremely helpful. I use the publication to earth me, when I am seeking reassurance i am on the right track, when I am faced with a challenging issue or while i am exposed to issues where I am little or no experience.
Analyse your experience and record any modifications of your views.
Overall I relished the roles and activities carried out in the practicum with Lifeline and I believe the knowledge was an extremely valuable learning experience. Additional reading undertaken better my general knowledge of lots of the issues raised by callers. Although, only 1 counselling approach is employed in mobile phone counselling, strengths based mostly approach, this is comparable to the solution focused approach that I really believe will become my favoured counselling procedure. This belief is dependant on my limited experience currently and on the feedback from callers when they find their own alternatives. It really is gratifying to listen to the 'light bulb instant' when callers understand what they have or can perform.
Ongoing training and development, such as at the Wide Bay Women's Centre, which provides DVD browsing and networking opportunities, the Lifeline 'In Service Training' and the 'GOSS' nights are relevant and beneficial, as they present information that is normally immediately applicable in my own role as a mobile phone counsellor. The Huntington's Disease National Conference in September highlighted "the art work of listening". Of the issues associated with not being attentive with full attention, jumping in advance and interrupting the presenter and of the importance of "asking the right questions" and of avoiding "complex questions". The Country wide Lifeline National Seminar in November provided a larger perception into suicide elimination strategies. It had been inspiring to listen to from some very nice speakers such as Teacher Brian Mishara, who spoke about suicide elimination and help lines. The Lifeline Suicide Avoidance Strategy premiered and a duplicate of the new booklet was offered. The motivational speaker, Maggie Mackellar, the writer of 'When it rains', spoke about her experiences. I had been very fortunate to really have the chance to speak privately with her also to purchase a agreed upon copy of her publication.
Review your experience in light of any relevant research and theory that pertains to the themes or templates you have observed and highlight the implications and learning for your personal development.
In a client directed, outcome up to date approach to counselling there's a focuses on the relationship with your client and the client's additional "therapeutic factors" (Duncan, Miller Sparks, 2004). Corey & Corey (2009) suggest that when we engage with a client we live "not consciously considering what theory we are using". Alternatively we adjust to match the client considering their willingness to activate and the trust we establish together. In telephone counselling this is known as 'building rapport and exploring caller options (Lifeline Training Manual, 2009), calling counsellor works together with the client to comprehend the challenge from the client's point of view, and also to explore with the client what they wish to achieve also to discuss the ways they can achieve their goal.
Boylan & Scott (2009) summarize "brief therapies" a descriptive conclusion which could also be employed to define the functions of mobile phone counselling provided by the 13 11 14, Lifeline Crisis Line. The service provides short term, crisis support. There is not follow up contact or counselling and no client measurable reviews.
Essay should display learning that is dependant on both experience and theory/research.
In this placement with Lifeline, telephone counselling, I could tie together previous life and work experiences, Lifeline training, educational study and standard reading. In an emergency line mobile phone counselling service, you never really know what another call provides, nevertheless the extra reading has provided a greater knowledge and understanding of the some issues, but it is only is in the practice of requesting of better questions of the caller that any real gain is gained.
In applying a client directed outcome informed approach (Duncan, Miller Sparks, 2004), the caller is recognised as the 'expert' on their problem. A romantic relationship (rapport) with the caller can't be established without first being attentive and wanting to understand the caller's issues from perspective, while valuing and respecting their position. Change is powered by the caller and it is important that their ideas about options, management and change are explored. The necessity for empathy and caring and the ability to decrease the callers stress while providing an opportunity the caller to speak openly regarding their problems is paramount.
I have always been aware of the need of self representation and self care, the importance of which has been reinforced during this positioning, along with the essential need to keep reading, questioning and learning. I had been very fortunate in having good support from my supervisors, I was able to debrief, question and discuss any theme or issue as it arose.
My conclusion at your competition of CDS3000 practicum is the fact that I continue to be 'a work in improvement'. I believe that I am a reliable cell phone counsellor, but I wonder if this will translate to face-to-face counselling.