Lady in wheel chair sat with a laptop and headphones doing online training

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.

SKIP TO THESE SECTIONS:

» Level 1 – Essential Helpline Skills Online »
» Level 2 – Developing Helpline Skills Online »
» Level 3 – Advanced Helpline Skills Online »
» Digital Helpline Skills Online »
» Helpline Training Courses – Online »

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.

"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.

"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.

"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.

 

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.

11th Aug 2020
29th Sep 2020

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