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.

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.

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.

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.

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

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.

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.

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

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.

How confident are you that if a service user disclosed suicidal ideation, you could support them effectively? In this 90-minute webinar, we will introduce a competency framework to improve your skills and understanding, discuss how you can make a difference, and provide some focus on how you practice self-care afterwards.

Do you have contact with distressed, angry, repeat or otherwise challenging service users through the service you provide? If so, this 90-minute webinar will provide key insights into the essential skills for supporting such contacts whilst staying within your service remit and practising self-care for you and your team.