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
- support to callers with mental health problems.
- full day course
- delivered face-to-face to a group of up to 15 participants
- three modules that can be delivered together or separately
- an experienced Mind trainer can deliver this course at a suitable venue of your choice.
What you’ll gain:
- an understanding of resilience and why emergency service workers need to build on their resilience
- an understanding of how resilient you are, and learn tools to help you build on and maintain your resilience
- increased awareness of mental health problems, including how to recognise signs and symptoms of mental health problems, and the impact of stigma and discrimination
- increased ability to recognise signs that a caller may have poor mental health
- skills to help you manage challenging calls sensitively and in a structured way.
- an understanding of the impact of your work on your own mental health, and where to go for support
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