Running Helplines and Chat Services Safely

Helplines, webchat, text and messaging services are a lifeline for people in crisis or needing advice. This course helps charities run them safely and securely – choosing and configuring platforms, handling recordings and transcripts, escalating risk, protecting callers' confidentiality and anonymity, preventing abuse of the service, and looking after staff and volunteers.

Who this course is for: Helpline and chat service managers, supervisors, staff and volunteers, safeguarding and data protection leads, and IT leads supporting contact services. No technical knowledge needed.

Self-paced online learning. Earn a Certificate of Completion on passing.

What you will learn

• Design helpline and chat services with clear purpose, boundaries and safeguarding
• Choose and configure telephony and chat platforms securely
• Handle recordings, transcripts and case notes lawfully and proportionately
• Respond to risk, including emergency escalation and safeguarding
• Protect the service from fraud, abuse and impersonation
• Support the wellbeing of staff and volunteers and assure service quality

Course modules

• Designing a safe service
• Platforms and data
• Responding to risk
• Technology, people and quality