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Griefline

Volunteer Telephone Support Training – MODULE 4: Helpline Support – Things to Know to Get Started

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Topic

MODULE 4: Helpline Support – things to know to get started

Course Overview

Module 4 is a mix of theory and practical components to help you get ready to begin taking calls on the Helpline. The practical component is 2 x role-play workshops, held via zoom.

The theory components includes rostering on for a Helpline shift, logging in and out of the Helpline, completing call sheets, and volunteer support tools, guides and resources

Learning Objectives

  • Practice Helpline caller case studies
  • Practice starting and finishing Helpline calls
  • Practice using the toolkit skills
  • Understand how to roster for a Helpline shift and use Rosterfy
  • Understand how to log into and out of a Helpline shift (using BRIA app)
  • Understand where to go to fix technical issues
  • Understand where to find volunteer support tools, guides and resources

Disclaimer

  • This training cannot be shared or distributed without written consent from Griefline executive administration
  • Copyright to Griefline Community and Family Services Inc 2021

Volunteer Telephone Support Training – MODULE 3: Coping Skills and Self-Care

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MODULE 3: Coping Skills and Self-Care

Course Overview

This module will help build on the skills and tools you can draw on during a Helpline call

Learning Objectives

  • Understand the L.I.S.T.E.N Toolkit and how to use this during a call
  • Understand Solution Focused Skills and how to use them during a call
  • Build awareness and understanding of your own triggers
  • Become familiar with tools for supporting yourself and your own mental health

Disclaimer

  • This training cannot be shared or distributed without written consent from Griefline executive administration
  • Copyright to Griefline Community and Family Services Inc 2021

 

Volunteer Telephone Support Training – MODULE 2: Caller Support Toolkit and Skills Development

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MODULE 2: Caller Support Toolkit and Skills Development

Course Overview

In this module you will be covering the following topics:

  • Tools and skills
  • At risk and suicidal callers
  • Self-help for callers

Learning Objectives

Tools and skills to use

Confidence and knowledge

How to use and apply the Coping Scale Toolkit

Develop active and reflective listening skills

Build a routine

Understand how to walk and sit with the caller

Identify and support at risk callers

Self-soothing resources and online forum usage

Disclaimer

  • This training cannot be shared or distributed without written consent from Griefline executive administration
  • Copyright to Griefline Community and Family Services Inc 2021

Volunteer Telephone Support Training – MODULE 1: Becoming a Helpline Volunteer

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MODULE 1: Becoming a Helpline Volunteer

Course Overeview

In this module you will covering the following topics:

  • Who is Griefline?
  • Grief and Loss
  • Volunteer support roles and rights
  • Call duration
  • Call structure
  • Building your skills and toolkit
  • Ending a call
  • Difficult callers

Learning Objectives

  • Griefline – who we are, what we do and who uses our services
  • Helpline volunteer role
  • Helpline calls:
    • how to start a call
    • ending a call
    • handling difficult callers

Disclaimer

  • This training cannot be shared or distributed without written consent from Griefline executive administration
  • Copyright to Griefline Community and Family Services Inc 2021

Volunteer Telephone Support Training – MODULE 5: Care to Call Volunteer Support

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MODULE 5: Making Outbound Calls
Course Overview
Learning Objectives  Continue to build scope of skills

Understanding the impact of loneliness and isolation on Australian’s

Recognising the risk factors of loneliness

 Understanding the effects of loneliness

 Develop understanding of the outbound call program process

 Build confidence in starting, maintaining and finishing an outbound call
Lessons 1.      Introduction

2.      Understanding isolation and loneliness

3.      Outbound call program
Disclaimer
  • This training cannot be shared or distributed without written consent from Griefline executive administration
  • Copyright to Griefline Community and Family Services Inc 2021