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Book a training course or webinar

We offer a variety of training courses covering different relevant topics for helpline/support service managers, staff and volunteers.

Browse our available training courses and webinars below, and book your place.

training courses

Level 1 - Essential Helpline Skills (CPD Accredited)

Essential Helpline Skills Online is a foundation level course. This is a skills-based course that will give you the essential tools you need to confidently respond to calls to your service.

Level 2 - Developing Helpline Skills (CPD Accredited)

This course builds on the skills introduced in Level 1 and will give you the skills to understand challenging calls, how to respond and engage using empathic listening whilst maintaining appropriate professional boundaries.

Level 3 - Advanced Helpline Skills (CPD Accredited)

This is a skills-based course that will build on your helpline experience and support you to effectively respond to emotional, angry and repeat callers to your service. Participants will also receive a top-level introduction to suicidal callers and safeguarding.

Impact Practice and Measuring Outcomes for Helplines (CPD Accredited)

How to capture, record and measure the impact of a helpline service can be a challenge for organisations, yet many funders and commissioners want to see evidence of the impact your service will have on the people who use it. This course will explore impact practice, types of data, data collection, ethics and data sharing.

Responding to Suicidal Callers (CPD Accredited)

This invaluable course explores how to identify risk, practice different techniques in managing suicidal callers and set up internal processes, policies and supervision.

Digital Helpline Skills

Whether your service already offers, or is considering digital-based channels, this course provides vital insights on how to respond to service users effectively through written communication.

Safeguarding for Helplines

This course will help increase your knowledge and understanding of safeguarding, not only in the broader legal and societal context, but also in relation to understanding key safeguarding terms, signs and indicators.

Volunteer Management

This course provides vital insights on why people volunteer whilst also exploring who best to manage the volunteers within an organisation.

Vicarious Trauma - Having a Healthy Workplace

Based on recent research, this insightful and practical course will explore the implications of vicarious trauma research within helplines, helping you to establish and review strategies and procedures to effectively manage and address the personal and professional risks of vicarious trauma.

Managing Repeat Callers
Managing Repeat Callers

Utilising some of the techniques introduced in our three CPD certified helpline skills courses but taking a more detailed approach, this course aims to equip delegates with the skills and confidence to manage repeat callers effectively.

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Our Webinars:
- Responding to Challenging Callers: An Overview
- Understanding Vicarious Trauma: An Introduction
- Responding to Suicidal Callers: An Introduction