Fundamentals of working on a helpline for Healthcare Professionals and Volunteers

For many charities and organisations, a phone call is the first point of contact with its beneficiaries and customers. It is crucial that we give them an excellent service, understanding their needs and get the best out of this call, so we can further support and give them the best chance of a positive outcome.


This 7-module training (1 hour each) course from Yes to Life is aimed at those who are interested in gaining an understanding of the fundamentals of working on a helpline. It will provide tips, best practices, and do’s and don’ts that will improve your connection with your audience.


By offering practical skills and the fundamental knowledge of a helpline, this training will help you to respond to a wide variety of calls confidently and effectively. Importantly, learning from this course can be applied across different charity causes as well as private practices.

You can find the full programme here

Hotline Consultant
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This course is currently been assessed  for accreditation by the CPD standards office.

Course Presenters:

All the confirmed course presenters are listed below


Suzanne Johnson
Yes to Life Helpline Coordinator

Suzanne has been a friend and supporter of Yes to Life for many years, and volunteered with us for several of them on the helpline and in an admin capacity.  She is now  the Helpline coordinator


Gilly Bertram
Yes to Life Helpline Volunteer

When Gillian was diagnosed with stage 3 brain cancer in 2015 she knew she wanted to take an integrative approach. Feeling so well and positive throughout her journey, she found Yes to Life and wanted to help share their


Miquel Leon-Canete

Yes to Life Executive Director


Miquel is a professional fundraiser with over 22 years’ experience in the charity sector. He has worked in different sectors and countries

Course Presenters:
Yes to Life has been running a Helpline for cancer patients and their families for many years. 

This course has been designed by highly trained members of the Helpline all who have a personal experience of cancer or another chronic condition or have supported a close relative or friend and that have been helping to run our Helpline for years.

We have put together the best of all these years of helping our beneficiaries and the personal experience of our volunteers to deliver this practical course.

Summary of Course Outcomes:
This course is designed for healthcare professionals and volunteers working in a call center or helpline to understand your role and how can you support better your beneficiaries. You will
• Learn the necessary skills for each stage of a call from experienced experts
• Understand any risks and safety concerns and how to confidently handle a call
• Gain confidence in dealing with challenging conversations
• Engage constructively with your callers’ concerns and interests

You will be able to:
• Fit learning around your schedule with unlimited access
• Get evidence of learning outcomes and CPD hours

Programme and Fees:
The course consist of a short Introductory talk followed by 7 one hour modules which will be delivered weekly, commencing 27th September 2021. All Modules are pre-recorded and once available can be attended at a time to suit you.

You can find the full programme here

For a very limited period the cost of the 7 module course is £65, payable in full at booking.