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.

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.