Fundamentals of Working on a Helpline for Healthcare Professionals and Volunteers
PROGRAMME

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Module 0   (Available free)

Introduction to the Course

Robin Daly

As the Chairman and Founder of Yes to Life, Robin will explain the importance of our Helpline to our charity and beneficiaries.

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Module 1

The basics of a HelpLine and your Role

Suzanne Johnson

What is your role, what to consider and what the basics of a good Helpline service looks like.

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Module 2

Communication skills

Gilly Bertram

What communications skills are required for an effective call engagement

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Module 3

The call process

Suzanne Johnson

How to structure your call and how to make a good impression.

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Module 4

The challenges

TBC

How to handle difficult conversations and the different challenges you can have during a call.

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Module 5

Support after a difficult call

TBC

How to get support after a difficult call and what to do.

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Module 6 

Risk Management

Miquel Leon-Canete

Considerations around Risk Management and Safeguarding.

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Module 7

What to do and what not to do during a call

Gilly Bertram and Suzanne Johnson

Through practical examples and case studies, we will explore different situations and learn about the outcome.