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Level 3 - Advanced Helpline Skills (CPD Accredited)

Level 3 - Advanced Helpline Skills (CPD Accredited)



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


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: 15 August 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Date: 17 September 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Date: 24 October 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

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