Telephone Skills for Call Handlers

The aim of this interactive training session is to explore techniques to help workers who provide support to vulnerable people over the phone; we hope delegates will leave this session with increased confidence having had an opportunity to explore new things and share best practice.

By the end of the session delegates will have:
• A better understanding of how we create the right environment for telephone support
• Knowledge of how we can demonstrate active listening without face to face contact
• Skills to recognise  the key stages of a call and how to manage each aspect;
- Beginnings
- Exploration
- Clarification
- Identifying next steps
- Endings
- Reflection
• An appreciation of  the importance of self-care following challenging calls

The facilitator - Sam Jelf took up the post of Helpline Volunteer Co-ordinator with Scottish Women’s Aid in January 2016. Her role involves recruiting, training and managing volunteers who support the National Domestic Abuse and Forced Marriage Helpline Scotland as Call Handlers.  Previous to this, Sam spent several years facilitating behavioural training workshops for public and private sector organisations across the whole of the UK.  As part of her current role Sam develops and delivers a variety of training to volunteers and staff, including: Forced Marriage, Child & Adult Protection and Equality & Diversity.  Quality and consistency of service is incredibly important to Sam and she strongly believes that this starts in the training room.
Before taking up this post Sam worked as a Volunteer Manager with Volunteering Matters and headed up a partnership project with CHAS (Children’s Hospice Association Scotland).   Sam is passionate about promoting the value that volunteers bring to an organisation. She believes that volunteering should be a positive and enriching experience for all involved and is keen to explore how we can diversify and expand volunteering opportunities.

Event typeTraining
Time10.00am – 4.00pm (tea/coffee & registration at 9.45am)
VenueSWA Office, 2nd Floor, 132 Rose Street, Edinburgh, EH2 3JD
Cost£95 per statutory sector delegate/£75 per voluntary sector delegate/£60 Cedar group-worker, inclusive of buffet lunch

Booking form

Staying Safe

If you need immediate help contact Women's Aid, the police domestic abuse liaison officer or your local social work office.

You can also phone the domestic abuse helpline on 0800 027 1234

Facts & Figures

On one day in Scotland in 2014, 383 women and 302 children and young people were living in a Women's Aid refuge (SWA 2014)

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