Phone Support Worker Training

Last training session for 2010 starts 6th October. Register interest in attending an orientation session (1st or 2nd September) by phoning 1300 134 130.

WIRE runs three nationally recognised training courses per year, in February, May and October, for women who want to volunteer at WIRE as phone support workers.

There are also a number of places in each course for women who would like to do the training for their own professional development but who don't have the time available to volunteer, and at least one of these places is offered as a free scholarship to Indigenous women.

A general training flyer is available here (pdf 270 Kb)

Training brochure is available here (pdf 435 Kb)

We also develop and deliver training for external clients.

Phone support worker training selection process

All WIRE volunteers must go through our training program to ensure that they have a thorough understanding of WIRE’s model of service delivery and also that they benefit from the group learning environment. Because WIRE has an excellent reputation as a great place to train and volunteer, we usually get more people applying than we have spots for and we have had to develop a selection process. For this reason potential trainees need to attend an orientation session, fill out an application, and attend a small group interview.

WIRE volunteers need good communication skills, an openness to diversity and other peoples' values, and a willingness to be challenged and to learn.

We look for women who are willing and able to commit to volunteering with WIRE for at least 12 months.

This involves one four-hour shift per week for the first six months and fortnightly thereafter. Please note that WIRE's service only operates during business hours.

There are no formal educational prerequisites, but due to the challenging nature of the work, you must be at least 21 years old.

We actively encourage women from different cultural and linguistic backgrounds to apply who have enough English language skills to meet the requirements of the training program and to work on the phones or in the Women’s Information Centre (WIC).

WIRE is required by law to perform a police check on all applicants; however, having a record does not automatically exclude you from volunteering with us.

More detailed information on our trainee policies is available here (pdf 321 Kb).

About our phone support worker training

WIRE uses our own well-developed feminist model for training women in the skills of listening, supporting and empowering women. We also explore issues that women commonly call us about, such as domestic violence and family law, and place them into a broader social context. We encourage our trainees to examine their own preconceptions and to consider whether many women may face similar problems because of gender inequalities in our society.

Training is very interactive and involves workshops and simulated practice phone calls, as well as readings and some written exercises. As part of WIRE’s course, trainees are also given the opportunity to practice their skills in our phone help line service. Trainees are supported by the team using reflective practice and debriefed by experienced team leaders who help our volunteers continuously improve their knowledge, skills and confidence.

WIRE provides a warm, supportive environment for women to learn and experience new things. This atmosphere enables women to explore their personal and professional development. Here's what some of our trainees have said:

"The WIRE training felt highly professional. It felt like it was giving me skills that I can take into the kinds of jobs that I want to do."

"The whole training has seeped into every aspect of my life."

"Just being at the first training orientation session was fantastic - such a wide range of women, all with different reasons for being there, but all with a shared belief that they could make a difference to women's lives."

Because WIRE is a Registered Training Organisation (RTO 4197), successful completion of our course will earn you six units of competency from the Community Services Training Package:

Which is partial completion of the following qualifications:

Credit Transfers and Recognition of Prior Learning

Many women find training and work experience with WIRE leads them to employment and sought-after places in higher education courses. WIRE recognises and acknowledges the skills and experience many volunteers bring to the training course. However, while WIRE has a process for the Recognition of Prior Learning, we have a strong preference for trainees to attend the entirety of the course. This is to ensure that they have a thorough understanding of WIRE’s model of service delivery and also that they benefit from the group learning environment.

Time commitment

Training courses are run three times per year in February, May and October.

As part of WIRE’s course, trainees are also given the opportunity to practice their skills in a supported real-life environment in our phone help line service.

Accreditation takes up to six months to complete. In order to be accredited trainees need to complete:

• eight days of group training (usually one full day per week)
• a  two-hour observation shift in the phone service
• a two-hour observation shift in WIC 
• two three-hour evaluated shifts in the phone service
• a three-hour session on using the referrals database
• a one-hour mid-training interview
• a one-hour end of probation interview, and
• 10 four-hour shifts once per week in the phone service.

WIRE supports trainees with comprehensive learning materials and assessment tasks to help them consolidate their learning.

What's it cost?

• $314 full price
• $214 full time students
• $164 concession

In order for the training program to be open to all women, individual arrangements can be made for women who may find payment difficult, such as payment in installments.

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Like to train with WIRE but don't have the time to volunteer?

WIRE allocates up to three positions in each program for people working in the community sector who would like to develop their women-sensitive practice skills but do not have the time to be WIRE volunteers.

Taking up a non-volunteer position involves going through the normal selection and training process, plus the successful completion of a five-shift probationary period in order to receive a statement of attainment for the six competencies from the community services training package.

The professional training fee is $450.

Indigenous scholarship

We also have at least one free place in each of our WIRE training groups for an Indigenous woman who is already working in the community and welfare sector or who would like to pursue a career in that field. We hope in this way to strengthen our links with women in the Indigenous communities of Victoria.

Details available here (pdf 270 Kb)

For more information

Contact WIRE Training Coordinator T: 9921 0874 | E: training@wire.org.au

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