Strengthening Communities – Empowering People - Lifeline Darling ...

ELEPhoNE
ounselling
10
tELEPhoNE couNsELLINg sErvIcE
Change, change and more change has been the services experience and catch cry over the past couple of years
and certainly within the last 12 months. As a team we have become quite skilled with the process of change. To
accommodate change Telephone Counsellors have needed to demonstrate flexibility, they need to remain positive
and calm and adapt quickly to new technology. As always Telephone Counsellors have done this admirably and
always with good humour. Through all the change their focus has remained constant - to be there for callers and to
work in ways that are respectful, genuine and warm. As a team we continue to admire the skill, professional attitude
and commitment Telephone Counsellors provide to the thousands of people who access our service.
The greatest change that has occurred within the past 12 months has been the “National Overflow”. This means
that Telephone Counsellors now receive calls from anywhere in Australia. The reason behind this significant and
enormous change is an attempt to reach more callers. For many years the bigger centres have been unable to
meet their call demand, therefore thousands of calls go unanswered every year. On the other hand some smaller
centres had the capacity to take more calls. At this early stage it would appear that the National percentage of calls
getting through to counsellors has increased to approximately 56%, an increase of 28%. So how has this change
impacted upon our local Telephone Counsellors? It has meant that Telephone Counsellors tend to be a great deal
busier, especially in the evenings and overnights, there is greater variety and complexity in the calls they take, thus
counsellors are being challenged and skills are developing and enhancing, there is a greater sense of reaching
more callers. The down side is that our local Telephone Counsellors are not talking as frequently to callers who
contact the service on a more regular basis.
Being a Telephone Counsellor requires a high level of skill; in fact there is no other form of volunteering that needs
the same level of training, supervision and support. Telephone Counsellors work with a broad range of people who
are reaching out for a variety of reasons, our counsellors have the ability to genuinely listen and warmly connect
with others, they build strong relationships, thus creating an environment of trust where callers feel they can speak
openly. Callers know that they will be supported and heard. Our Telephone Counsellors work in ways that recognise
the caller as being the expert in their own lives. They believe people can change, that every caller has strengths,
abilities, skills and knowledge which will enable them to work towards their own solutions. When working with
callers Telephone Counsellors are able to sit with the “pain” and hurt, they explore issues and work in ways that
concentrate on the hopes, possibilities, opportunities and dreams of that person.
Many of our Telephone Counsellors do more than attend shifts, they are very active in providing support to new
trainees as they join the counselling team. This makes an enormous impact for new trainees who are always very
excited and keen to hear and learn from those who are actually working on the phone. We offer a big thanks to all
those Telephone Counsellors who offer that extra support to the service.
This year we have said farewell to Susan Stevens who has been with us for three years and we wish her all
the best in her new endeavours. Susan has been the Basic Training Coordinator and has made some positive
changes to the way we approach our training. She has introduced many new ideas to the team. She has actively
encouraged Telephone Cousnellors to be more involved in co¬facilitating the basic training. Sharing life stories,
knowledge and skills with trainees has enriched the training experience and made a positive impact on trainees
learning. The training explores a Strengths Approach which focuses on a set of values which underpin the ways in
which Telephone Counsellors work with callers and with each other.
Maintaining and supporting Telephone Counsellors is an important role in this organisation. We value what
Telephone Counsellors bring to our service, therefore we are keen to support these volunteers in ways that
enhance their growth and learning. A big thank you to Pam Tooth, Susan Douglas, Veronica Robertson, Slade
Newitt and Carol Doyle for the dedication and time offered; for remaining positive and maintaining a sense of
humour even during the more difficult and challenging times. Our team finds great reward and joy in engaging with
training and supporting of Telephone Counsellors.
Thanks also to staff and volunteers who work at the Lifeline Shops and the Distribution Centre, without their hard
work the Telephone Counselling Team would not be able to financially continue to supply this essential service to
the community. This service continues to thrive because of the 70 Telephone Counsellors who give of their time,
energy and skill, who rise to the challenges, listen respectfully, act in ways that are warm, genuine and transparent
and who are willing to accept the journey of self growth. We are grateful to you all and to your families.
To find out more about the Telephone Counselling Course offered please phone 4632 9299 during work hours.
Shelley Gapp
Manager