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Level 1 - Essential Helpline Skills (CPD Accredited)

Level 1 - Essential Helpline Skills (CPD Accredited)



Essential Helpline Skills is the first of our three-stage training course. This is a skills-based course that will give you the essential tools you need to confidently respond to calls to your service.

Learning Objectives

  • Understand what a helpline is and how they help service users
  • Understand the structure of a call
  • Understand how a caller’s circumstances can make both access and communication difficult
  • Know what is meant by active listening skills
  • Recognise when to use questions effectively during the call
  • Define the skill of reflecting back and paraphrasing
  • Understand the importance of providing options
  • Employ appropriate skills to end different types of calls
  • Understand how to look after yourself after a call

Who is it for?

Those who are new to helplines or are looking to refresh their knowledge in the fundamentals. Anyone involved with inducting new staff into an organisation.

Additional info

  • CDP Certified - receive a CPD certificate upon completion
  • Accrue CPD Hours
  • Workbook & Reading Resources provided
  • Copy of powerpoint presentation after session
  • Attendance certificate upon request


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

Upcoming Open Training:

Date: 12 June 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Date: 4 July 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Date: 2 September 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Contact us via to find out more, or book directly via the form below.