All the full-day 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 and volunteers working on Helplines or in contact centres.
Whether you operate a helpline, contact centre or call line, our courses are designed to enhance your work, safeguard your teams and improve staff wellbeing and resilience.
Not a charity? We have specialist training for commercial organisations.
Helpline Skills
Level 1 - Essential Helpline Skills
This course will give you the essential tools you need to confidently respond to calls to your service.
Level 2 - Developing Helpline Skills
This course covers self-awareness, challenging calls, appropriate professional boundaries & more.
Level 3 - Advanced Helpline 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 Helpline Skill and Developing Helpline Skills.
Experienced Skills Package
This package includes our level 2 and 3 courses – Developing Helpline Skills and Advanced Helpline Skills.
Complete Skills Package
This Complete Skills Package includes all from levels (1, 2 and 3) of our popular skills-based Helpline Skills courses.
Our CPD Accredited courses cover different relevant topics for helpline/support service managers, staff and volunteers. Whether you are new to training or looking for a refresh, our team can help guide you to a course that meets your needs.
We have many years’ experience in designing and delivering training to charities, local authorities, public sector organisations, voluntary sector organisations and the private sector.
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 helplines, 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.
Helpline Support Courses
Responding to Suicidal Callers
This course explores best practice for identifying and responding to callers, ensuring your team has the knowledge, confidence, and skills to support those at risk effectively. Available as a full day CPD accredited course or a half day overview.
Safeguarding for Helplines
This course explores best practice for identifying and responding to safeguarding concerns and how to handle confidentiality and information sharing appropriately. Available as a full day CPD accredited course or a half day overview.
Managing Repeat Callers
This course explores best practice for managing repeat callers, ensuring your team has the skills and confidence to respond effectively while protecting everyone.
Volunteer Management
This course explores best practice for recruiting, supporting, and retaining volunteers, ensuring your organisation can sustain a high quality volunteer programme.
Digital Support Skills
Full Digital Helpline 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 via Email
This course explores best practice for written communication, ensuring the service users receive a response that is warm, focused, and effective through email.
Webchat Support Skills
This course explores best practice for webchat delivery, ensuring the people contacting your service receive compassionate, confident support through online chat.
One of the best sessions I have ever attended, really lovely trainer and a very helpful and informative session.
Mind - Vicarious Trauma