Utilising some of the techniques introduced in our three helpline skills courses but taking a more detailed approach; this course aims to equip delegates with the skills and confidence to manage repeat callers effectively. Utilising a range of different approaches; from skills practice elements to understanding policy; delegates will discover a tiered approach to responding that protects the service user; the call handler and the organisation as a whole.
Helplines Partnership is the membership body for organisations that provide information, support or advice via phone, email, text or online. We have around 350 members in the UK and internationally from large national charities to small local and specialist charities as well as some businesses. We are committed to supporting organisations that provide non-face-to-face advice, support and information to improve general wellbeing. We offer training, a Helplines Standard, and consultancy to help build sustainability and promote excellence, choice and accessibility for everyone.
