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Online Training For Helplines

Online Training For Helplines

We have adapted and developed our specialist helpline training courses to deliver them online.

Online helpline training gives you greater flexibility to access and engage with our specialist helpline training.

Our online training is interactive, practical and relevant, delivered by experienced trainers supported by a course facilitator.

You can access our online helpline training as an individual by booking your place on one of the online training courses listed below or as a helpline team through our virtual onsite training course.

Level 1 – Essential Helpline Skills Online

Essential Helpline Skills Online is a foundation level course, recommended for those who are new to helplines or are looking to refresh their knowledge in the fundamentals.

This is a skills-based course that will give you the tools you need to confidently respond to calls to your helpline.

Level 1 - Essential Helpline Skills Online 1st Jul 2021

Level 1 - Essential Helpline Skills Online 2nd Sep 2021

  • What a helpline is and how they help service users
  • The structure of a call
  • How a caller’s circumstances can make both access and communication difficult
  • What is meant by active listening skills
  • When to use questions effectively during the call
  • Reflecting back and paraphrasing
  • The importance of providing options
  • How to end different types of calls
  • How to look after yourself after a call

"The training was great! I was a bit worried about how a full days training online would be but it was really engaging and I learnt lots."

"Sharing the experiences of other participants on the course brought up a lot of good points that helped my understanding of the subjects."

Level 2 – Developing Helpline Skills Online

Developing Helpline Skills Online is recommended for helpline workers, volunteers and call handlers who have completed the Level 1- Essential Helpline Skills course and have some prior helpline experience.

This course will give you the skills to understand challenging calls, how to respond and engage using empathic listening whilst maintaining appropriate professional boundaries.

Level 2 - Developing Helpline Skills Online 8th Jul 2021

Level 2 - Developing Helpline Skills Online 23rd Sep 2021

  • The definition of a challenging call and how it relates to your helpline
  • How personal and professions beliefs and boundaries can impact on your work
  • The likely outcomes of different approaches to contacts
  • How positive language can impact on the call
  • The difference between sympathy and empathy
  • The core skills to convey empathy
  • Strategies that address the impact of challenging contacts

"This was a very interesting and insightful training session. The practical group work was particularly good."

"Really informative, and interactive. It's been great, and has really made me think of how to better deal with future helpline calls."

Level 3 – Advanced Helpline Skills Online

Advanced Helpline Skills Online is recommended for helpline 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.

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.

Level 3 - Advanced Helpline Skills Online 3rd Aug 2021

Level 3 - Advanced Helpline Skills Online 24th Aug 2021

  • 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 calls
  • When and how to set up a caller care plan
  • When and how when to respond safeguarding concerns
  • How to respond to someone with suicidal thoughts
  • To identify strategies that address the impact of challenging contacts

"It covered all the topics. Really super practical advice and sharing."

"The course has prompted actions for me to take forward."

Digital Helpline Skills Online

Digital-based support such as email or webchat requires a different approach, understanding and techniques to verbal helpline skills. Whether your service already offers, or is considering digital-based channels, this course, delivered online, 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.

Digital Helpline Skills Online 28th Jul 2021

  • To identify key challenges of responding by email and live chat
  • Advantages and disadvantages of text-based services
  • About the resource implications for live chat
  • What is meant by the 'textscape' and its impact on helpline work
  • Options available for greeting service users and sign-offs
  • The structure of written communications
  • Assumptions made based on text and how to interpret and minimise them
  • How and when to use templates and standard responses
  • Your responsibilities in relation to managing confidentiality and safeguarding
  • How to convey empathy, use paraphrasing and active listening skills via text

Volunteer Management Online

Managing volunteers can be time consuming, difficult but extremely rewarding. This course provides vital insights on why people volunteer, whilst exploring who best to manage the volunteers within an organisation. Through practical exercises and exploring best practice you will learn about the funding, recruitment, and training needed for volunteers; as well as how best to monitor, retain, recognise, reward and retire volunteers. We also work through the risk involved in delivering volunteer programmes.

Volunteer Management Online 25th Aug 2021

  • What is volunteer Management?
  • Explore why people volunteer
  • Identify when to use volunteers, rather than paid members of staff.
  • Learn how to best identify needs and opportunities
  • What do your volunteers need to know about your organisation and about their role to be effective?
  • Discuss supervision, probation period, and measuring value
  • Look at ways to best recognise and reward volunteers to ensure retention.
  • Exploring clear timescales, good communication, and letting go.
  • Explore the risks involved in delivering a volunteer programme

Helpline Training Courses – Online »

Focussing on specific areas of helpline work they will give you an in-depth understanding, allowing you to develop robust working practices and policies to better support your team, service users and the service provision.

Safeguarding for Helplines Online Online21st Jul 2021

Safeguarding for Helplines Online Online11th Aug 2021

Safeguarding for Helplines Online Online22nd Sep 2021

Vicarious Trauma Online Online31st Aug 2021

Impact Practice and Measuring Outcomes Online Online9th Sep 2021

Responding to Suicidal Callers Online Online18th Aug 2021


Once you have booked your place on an online training course, on the Helplines Partnership website, you will receive an email with an invitation to join the online training course.

The online helpline training courses run from 10 am - 4 pm with regularly scheduled breaks. There will be opportunities to work with other participants on the training course to learn from and with other helpline professionals. You'll receive some materials to look at before your online training.

You will receive an email reminder a week before your training course with some pre-checks that we will ask you to do to make sure that you are set up and able to access the training on the day. We will also ask you to have a look at some of the training exercises so that you can think about them and how they apply to the service your organisation provides.

You need a device that connects to the internet to take part in the online helpline training. It would be best if you can join the training from a laptop or PC but you could also join using a smartphone. You will need audio to be able to participate in the training.

Yes, we will have a course facilitator who will be available for the duration of the course, as well as our trainer, our facilitator will be able to support you during the course.

The training course is a safe space, we will not record the training or keep a record of the discussions that take place. If however we are alerted to a specific safeguarding issue then we will follow our safeguarding policy.