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Digital Helpline Skills

Digital Helpline Skills



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.

Who is it for?

Frontline staff and service managers looking to build upon their knowledge and confidence in using different communication channels.


10am-4pm including breaks


Virtually via Zoom or face-to-face (maximum 16 people per group)


Costs and Rewards on our courses for members and non-members.

Upcoming Open Training:

As the digital world is continually changing and evolving we regularly review and update our Digital Helpline Skills course. The course is currently under review and will be relaunched in Summer 2024.

Please register your interest in this course via or via the form below. Once a course date is agreed you will be contacted first.