The training offered by Helplines Partnership is CPD Accredited and all the courses are regularly reviewed and updated to reflect the ever changing needs of staff working on phone lines.
Resilience and wellbeing are no longer optional. They’re critical for sustainable success. Traditionally developed for call-handling professionals, our resilience led training is now supporting a diverse range of sectors including education, legal services, banking, construction, and other high-demand corporate environments.
We know that sourcing and funding essential training can be time consuming. Our dedicated teams can help you identify the courses best suited to your needs. Get in touch to find out more.
Call Handling Skills
Level 1 - Essential Call Handling Skills
This course will give you the essential tools you need to confidently respond to calls to your service.
Level 2 - Developing Call Handling Skills
This course covers self-awareness, challenging calls, appropriate professional boundaries & more.
Level 3 - Advanced Call Handling Skills
This course will support you to effectively respond to distressed, angry, repeat and suicidal callers.
Essential Skills Packages
Beginners' Skills Package
This package includes our popular level 1 and 2 courses – Essential and Developing Call Handling Skills.
Experienced Skills Package
This package includes our level 2 and 3 courses – Developing and Advanced Call Handling Skills.
Complete Skills Package
This Complete Skills Package includes levels (1, 2 and 3) of our popular Call Handling Skills courses.
With more frequent difficult, distressed, abusive, or even suicidal calls, teams are feeling the impact: higher staff turnover, increased absenteeism, emotional burnout, and falling morale and productivity.
Our training equips your staff to build personal and team resilience and provide strategies to create a supportive workplace culture.
The CPD Accredited courses cover topics relevant for any sector or team that handles calls regularly (reception, customer or client service, admin, sales support.)
Resilience & Wellbeing
Resilience & Wellbeing
Our Vicarious Trauma and Worker Wellbeing courses are designed to compliment each other, promoting both personal resilience and a thriving workplace. Get 10% off when you enrol in both courses together.
Vicarious Trauma
This practical course will explore the implications of vicarious trauma within your role, helping you to establish and review strategies and procedures to effectively manage and address the personal and professional risks.
Worker Wellbeing
This insightful and practical course will help delegates to understand why the work we do can take a toll on us, and to explore the best evidence-based, self-help strategies to support teams in mitigating workplace stress, burnout and compassion fatigue.
Call Handling Support Courses
Digital Skills
This course explores best practice for each channel, ensuring the people contacting and accessing your service receive high quality delivery across all channels.
Responding to Suicidal Callers
This course explores identifying risk, techniques in managing callers and setting up internal processes.