Courses for Helpline Workers

Helplines Partnership delivers its open training programme for helpline workers across the UK and in Ireland; in London, Edinburgh, Manchester, Cardiff, Belfast and Dublin.

All our courses cover multi-channel support, and focus on developing the skills of helpline workers in a safe, creative and experiential environment. Each participant will receive resources which are supplied as part of each course.

Prices for each course start at £129 (+VAT) for members.

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 Essential Helpline Skills

programmeConfidence and skills in call handling from the outset 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.


6th Mar 2018
13th Mar 2018
27th Mar 2018
19th Apr 2018
3rd May 2018
5th Jul 2018
18th Sep 2018
6th Nov 2018
5th Feb 2019
6th Mar 2019
7th Mar 2019
19th Mar 2019
26th Mar 2019

Responding to Challenging Calls

programmeAttendees will learn how to respond appropriately and effectively to challenging service users and explore strategies and approaches for managing such challenges within your service remit. They will examine different types of challenging contacts and explore techniques for effective responses.


Supporting Emotional Service Users

programmeEnsure your staff have the skills and confidence to respond and support emotional callers within your service’s remit. Attendees will discuss and explore the use of empathic responses and practice techniques and skills in a supportive environment.



Helpline Skills for Email, Text and Webchat

programmeWhether offering or considering channels such as email, text message or webchat, this training will provide vital insights on how to respond to service users via these channels effectively. Text-based support requires a different approach, understanding and techniques. Through practical exercises and identifying best practice for each channel you can ensure your service users receive high quality, consistent delivery across all channels.



Working with Challenging and Emotional Calls

programmeTo ensure local provision and adequate take-up of training delivered in north England, Scotland and Ireland, we have combined two popular courses into a one day programme.

Attendees will learn how to respond appropriately and effectively to emotional and challenging service users. Through exploring and practising strategies and approaches for managing these challenging interactions attendees will gain insight and confidence to deliver quality support within your service remit.


 

Event Cancellation and Non-Attendance Policy
  • Your Measuring Outcomes Masterclass was brilliant. We changed a lot of what we do at the charity because of it. We have brought in new systems to our anonymous helpline and the trustees are really happy with how it further professionalises the charity. The changes we made because of what we learnt on the course has made us better able to support the people we are there to support.
    Mark Brooks, Chair of Trustees
    The ManKind Initiative

  • First class training. I learn so much each time and come back encouraged to take on board and put into practice what I've learned.
    Kevin Lonergan, Manager
    Sightline Vision

  • I found the course very helpful in understanding and identifying the symptoms of Vicarious Trauma and the impact that this could have on the service we offer to parents and families. It was also helpful to look at different ways we can support Helpline line staff and what other things we can put in place to avoid this happening.
    Bereavement Support Services Manager
    Sands - Stillbirth and neonatal death charity

  • Your session added hugely to the event, making it an enormously positive day overall. Your session .. was pitched perfectly.  Your delivery was wonderful and very respectful... We very much appreciated how you incorporated our ‘real life’ boundary issue into your presentation and for the advice you have given us on the best way forward with this.Thank you so much again for meeting the brief so wonderfully and for being so flexible on the day.  I know that the volunteers very much valued ‘your professionalism’ and experience in this field. They will have taken a huge amount away from your session which I hope they will begin to apply in positive ways to themselves and their approach to calls.
    Helpline Co-ordinator
    The Compassionate Friends

  • The expert training and guidance given to the new members of our Advice Team by Helplines Partnership has been invaluable.
    Head of Telephone and Compliance Centre Services
    Migrant Help

  • They (call handlers) are already reducing their call time and being much more confident in ending calls.
    Programme Manager
    NICE - National Institute for Clinical Excellence

  • The team have all commented on how much they enjoyed it and how valuable it was.
    Customer Services Manager
    British Association for Counselling and Psychotherapy

  • Your training was great - the volunteers were all really engaged and enthusiastic throughout - and you really demonstrated what we wanted from them excellently.
    Zainab Lantan
    Carers UK

  • The course met my expectations and more. It has opened my eyes to how I communicate with people.
    Helpline Worker
    Magdalene Group

  • I have attended a number of Helplines Partnership’s training courses. The training is always excellent and I really gain so much from meeting the other helplines too. The membership is really varied from small local helplines to the big nationals. We all bring lots of experience and ideas and I always go away from the course thinking “I hadn’t thought of doing it that way” or “I can use that idea on my helpline”.
    Samantha Lavendar
    Autism Concern

  • The trainer was excellent and paced the day really well with a good balance of presentation, group work and time to answer questions. It was great to have such an expert to discuss ideas with!
    Suzannah
    Winston's Wish

  • Very comprehensive and informative data protection training. De-mystified the jargon and helped me to translate an otherwise complex area. I can now clearly identify adaptations necessary for our Helpline and I'm confident that we'll now be future proof for pending changes to legislation.
    Michelle
    GamCare

  • Everybody gets what they need from the day (and then some) and it is always pitched just right. (The Trainer) is clear, supportive and very knowledgeable...the training was of such fantastic quality!!
    Siobhan
    Magdalene Group

  • It was a most beneficial session. I feel that it has allowed us all to look at a different way of thinking in how we should measure outcomes.
    Muriel Bailey
    Parenting NI

  • I just wanted to say how useful I found the training course – I’m very new to the helpline here at NASS, and found a lot of practical tools and processes that will hopefully hold me in good stead. I thought the trainer, Rachael, was very engaging and knowledgeable, and I really enjoyed the mix of people in the group.
    Amardeep Gill
    NASS

  • The room was buzzing with enthusiasm over data protection!!!!! Sonia was brilliant in allowing us to discuss and investigate our own systems and then steer it back around to the planned agenda.
    Steven Stockley
    Fosterline

  • The training was excellent. [The Trainer's] helpline experience really enriches the learning.
    Clodagh Crowe
    Rural Support