Call handlers are increasingly expected to take on higher volumes of calls, against a backdrop of reduced staffing levels and strictly enforced targets. This can contribute to poor mental health and wellbeing, leading to high levels of staff sickness and poor retention.
Based on our research with call handlers and expert stakeholders from across the services, we developed a pilot course tailored specifically for call handlers, covering:
- mental health awareness
- supporting callers with mental health problems.
Call handlers who took our course told us that they knew more about different mental health problems after the training, and their knowledge of personal resilience and looking after their own wellbeing had increased.
“You cannot overestimate just how positive this whole programme has been for our staff. If I could do it every six months, I know I would have the same response. It’s just been amazing, amazing for staff.” – Manager, police service
We are currently working on making this training available to all emergency services staff. If you’re interested in booking this course for your team, please email [email protected]