Digital Helpline Skills (CPD Accredited)
Digital Helpline Skills
Overview
Digital-based support requires different approaches, understanding and techniques to telephone 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.
Through practical exercises and exploring best practice for each channel, you can ensure the people contacting and accessing your service receive high quality, consistent delivery across all your channels.
As the digital world is continually changing and evolving we regularly review and update our Digital Helpline Skills course. The course is currently was reviewed and relaunched in June 2024.
Learning Objectives
- Consider current digital trends in relation to your service
- Identify benefits and challenges of responding via live and non-live digital channels
- Define what we mean by the ‘textscape’ and how this impacts on responding to written communication
- Practise skills in responding via digital channels
- Identify ways to manage confidentiality and promote safety
- Consider our own online engagement and strategies for wellbeing
Additional info
- CDP Certified - receive a CPD certificate upon completion
- Accrue CPD Hours
- Worksheets provided
- Copy of powerpoint presentation after session
- Attendance certificate upon request
Cost
Costs and Rewards on our courses for members and non-members.
Open Training
- Available virtually
- These courses are an opportunity to learn alongside other organisations.
- Up to 4 delegates from 1 organisation on each course
- Course capacity: 16 delegates
Inhouse Training
- Available virtually and in-person
- These courses are an opportunity for your team to learn together
- Training materials and learning content can be tailored to meet the specific needs of your organisation
- Courses suitable for between 6 and 16 delegates
Enquire about inhouse training via training@helplines.org
Upcoming Open Training:
Date: 28 August 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom
Date: 12 November 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom