Our Webinars:
- Responding to Challenging Callers: An Overview
- Understanding Vicarious Trauma: An Introduction
- Responding to Suicidal Callers: An Introduction

Does the work you do to help others take a toll on you or impact you in some way? If so, this 90-minute webinar will introduce the topic of Vicarious Trauma, how it differs from work-related stress and what strategies you can start to implement to reduce the risks.

How confident are you that if a service user disclosed suicidal ideation, you could support them effectively? In this 90-minute webinar, we will introduce a competency framework to improve your skills and understanding, discuss how you can make a difference, and provide some focus on how you practice self-care afterwards.

This course provides vital insights on why people volunteer whilst also exploring who best to manage the volunteers within an organisation.

Receive a 10% discount when booking the following courses together:

Levels 1 and 2
Levels 2 and 3
Levels 1, 2 and 3

We provide three-stage training courses aimed at helpline workers. The programme enables participants to develop the skills and understanding needed to respond to the needs and challenges of the people who contact your service. All courses explore the importance of using reflective practice and effective self-care strategies to manage delegates’ own wellbeing and how they can build on their personal and professional resilience.

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.

This course builds on the skills introduced in Level 1 and will give you the skills to understand challenging calls, how to respond and engage using empathic listening whilst maintaining appropriate professional boundaries.

This invaluable course explores how to identify risk, practice different techniques in managing suicidal callers and set up internal processes, policies and supervision.

Essential Helpline Skills Online is a foundation level course. This is a skills-based course that will give you the essential tools you need to confidently respond to calls to your service.

How to capture, record and measure the impact of a helpline service can be a challenge for organisations, yet many funders and commissioners want to see evidence of the impact your service will have on the people who use it. This course will explore impact practice, types of data, data collection, ethics and data sharing.

A 2024 report published by Mental Health UK found that 1 in 5 workers feel ‘unable to manage stress and pressure in the workplace’. This insightful and practical course will help delegates to understand why the work we do can take a toll on us, and to explore the best evidence-based, self-help strategies to support teams in mitigating workplace stress, burnout and compassion fatigue. It will support each participant to recognise their role in building a positive and supportive workplace culture. This programme works as a standalone course or as a practical accompaniment for our Vicarious Trauma course.

This course will help increase your knowledge and understanding of safeguarding, not only in the broader legal and societal context, but also in relation to understanding key safeguarding terms, signs and indicators.