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Level 3 – Advanced Helpline Skills - CPD Accredited

Level 3 – Advanced Helpline Skills - CPD Accredited

Advanced Helpline Skills is recommended for helpline workers, volunteers and call handlers who want to further develop their skills. This course will build on your helpline experience and support you to effectively respond to emotional, angry and repeat callers to your service.

Learning aims:

  • Key skills to respond effectively to an emotional call
  • How to respond to an angry call
  • How to define an abusive call and how to respond effectively
  • About the use of vocabulary to respond to a call
  • Skills and techniques for responding to callers with differing needs
  • How to distinguish between regular and repeat callers
  • When and how to set up a caller care plan
  • When and how to respond to safeguarding concerns
  • How to respond to someone with suicidal thoughts

Upcoming Dates - Open Training (Virtual)

14th December 2021

27th January 2022

22nd February 2022

16th March 2022

31st March 2022

Upcoming Dates - Open Training (Face to Face)


To chat with us or book a place onto one of our CPD Accredited training courses please call us on
(0) 300 330 7777 or email training@helplines.org