Essential Helpline Skills

About the event

Confidence and skills in call handling are the building blocks for an effective helpline in terms of delivery, staff retention and service user satisfaction. Ensure new call handlers effectively and efficiently manage contacts whilst adhering to the remit of your service.

Download Course Outline

Outcomes & Objectives:

  • explore the structure of a call and the challenges of each stage
  • learn effective listening and questioning techniques
  • learn how to deal with silences
  • experience and understand the power of paraphrasing
  • understand how beliefs and assumptions influence us
  • understand the difference between directive and non-directive support
  • learn how to signpost callers to other sources of support
  • know how to establish rapport and maintain professionalism
  • know how and when to end a contact appropriately

Who should attend?:
This course is ideal for new helpline workers and can be a refresher for those wishing to top up their skills.

London EC1Y 0TY

Helplines Learning Pass: Book anyone on 3 or more training courses and receive a 10% discount. Find out more

Cancellation Policy: By booking you are agreeing to our Cancellation Policy

Onsite Delivery: This course can be delivered onsite and also tailored to make case studies relevant to your helpline. To find out more contact us on 0300 330 7777 or

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Rachael Wyartt

Rachael Wyartt

Rachael has over 12 years’ experience in the voluntary and statutory sector. She started her career in Australia working in children’s homes in Melbourne in her gap year. On returning to the UK Rachael worked for Action for Children working in the Leaving Care team in Lowestoft. Rachael then worked for GFS Platform as their Sexual Health Coordinator. This involved setting up a volunteer programme, delivering SRE in both formal and informal settings and opening school based health clinics. Whilst working at both AFC and GFS platform Rachael was involved in the set-up and running of a local charity in Suffolk for young people. Rachael then moved to London to manage Brook’s national helpline Ask Brook, which she did for five years.

Rachael has a BSc Hons in Health Sciences and Sociology and an Advanced Diploma in Nutrition and Weight Management. In her current role with Helplines Partnership, Rachael is using her considerable experience within the helpline and voluntary sector to support helpline services in development, training and achieving the Helplines Standard accreditation.