Digital-based support requires different approaches, understanding and techniques to telephone helpline skills. Whether your service already offers, or is considering digital-based channels, this course 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.
As the digital world is continually changing and evolving we regularly review and update our Digital Helpline Skills course. The course was reviewed and recently relaunched.
Learning Objectives
Consider current digital trends in relation to your service
Identify benefits and challenges of responding via live and non-live digital channels
Define what we mean by the ‘textscape’ and how this impacts on responding to written communication
Practise skills in responding via digital channels
Identify ways to manage confidentiality and promote safety
Consider theories of online behaviours and our own online engagement and strategies for wellbeing
CPD Accredited Training
Receive a CPD certificate upon completion and accrue 6 CPD hours.
Upcoming Training
Our Digital Helpline Skills Training is available as a full day course. Book onto one of our virtual open courses, or enquire about in-house training for your team.
- Available virtually
- These courses are an opportunity to learn alongside other organisations.
- Up to 4 delegates from 1 organisation on each course
- Course capacity: 16 delegates
- Available virtually and in-person
- These courses are an opportunity for your team to learn together
- Training materials and learning content can be tailored to meet the specific needs of your organisation
- Courses suitable for between 6 and 16 delegates