Level 3 - Advanced Helpline Skills (CPD Accredited)
Level 3 - Advanced Helpline Skills
CPD Accredited Training
Overview
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.
Learning Objectives
- Demonstrate key skills to respond effectively to an emotional call and how to respond to an angry call
- Define an abusive call and how to respond effectively
- Explore the use of vocabulary to respond to a call
- Identify skills and techniques for responding to callers with differing needs
- Distinguish between regular and repeat calls
- Explore when and how to set up a caller care plan
- Understand when and how to respond to safeguarding concerns
- How to respond to someone with suicidal thoughts
- Identify strategies that address the impact of challenging contacts
Who is it for?
Recommended for helpline service workers, volunteers and call handlers who have completed both the Essential Helpline Skills and Developing Helpline Skills courses and want to further develop their skills. 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
Cost
Costs and Rewards on our courses for members and non-members.
Winter Promotion
We are excited to offer HLP Members an exclusive promotion for our open training courses. Members can now book any open training course taking place in November and December 2024 for just £99 per place.
* Terms and Conditions apply - for details see our fees page
Available as a Package Deal
Stella was extremely knowledgeable, encouraging and supportive throughout the session. I really liked how she gave lots of practical examples how you can word/phrase things when speaking with to a caller on the helpline. There was also a lot of emphasis around taking care of yourself and being self-aware when working on a helpline which I feel is very important.
Caitlin, Families Outside
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