Level 3 - Advanced Helpline Skills

About the event

Advanced Helpline Skills 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 an introduction to suicidal callers and safeguarding.

Download Course Outline

Participants will learn:

  • Key skills to respond effectively to an emotional call
  • How to respond to an angry call
  • How to define an abusive call and 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 when to respond safeguarding concerns
  • How to respond to someone with suicidal thoughts
  • To identify strategies that address the impact of challenging contacts

Helplines Learning Pass: Book 3 or more 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, tailored to make relevant to your helpline. To find out more contact us on 0300 330 7777 or [email protected]

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