Fundamentals of Working on a Helpline for Healthcare Professionals and Volunteers
Module 0 (Available free)
Introduction to the Course
As the Chairman and Founder of Yes to Life, Robin will explain the importance of our Helpline to our charity and beneficiaries.
The basics of a HelpLine and your Role
What is your role, what to consider and what the basics of a good Helpline service looks like.
What communications skills are required for an effective call engagement
The call process
How to structure your call and how to make a good impression.
How to handle difficult conversations and the different challenges you can have during a call.
Support after a difficult call
How to get support after a difficult call and what to do.
Considerations around Risk Management and Safeguarding.
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.