Embedded Files
This training will get you up to speed on:
The Senior Operator Training process
3CX Phone System and Helpline Emails [6min]
Advanced Call Skills Training - prerecorded [126min]
Content Warning: Learner discretion advised. Mature themes including suicidal ideation references.
Internal PBB Use Only - please do not copy or forward any of this content
Step 1: Understand how your Helpline Senior Operator training unfolds...
Step 1: Understand how your Helpline Senior Operator training unfolds...
Phase 1: Trial Helpline Operator – Your First Step!
Phase 1: Trial Helpline Operator – Your First Step!
👉 Click here to drop down and read the training transcript
Jump into the Helpline world! You’ll listen to live calls and get familiar with our systems, guided by a Senior Operator. It’s your first taste of what we do, with support every step of the way.
Why Are We Doing This? We’ll debrief together to unpack what you heard, set clear expectations, and see if this role feels right for you. It’s all about finding the perfect fit for you and our PBB team!
What You’ll Gain: ☎️ Get to know the range of calls we receive. ☎️ Debrief with a Senior Operator to share your thoughts. ☎️ Confirm if this role suits you (it’s okay if it’s not a match!)
What You’ll Need: ☎️Systems: 3CX and PBB email setup. ☎️ Your computer/device, headset, and a private space. ☎️ Senior Operators’ shifts to guide you . ☎️ Your availability to jump in.
Time to Shine: Expect 2 weeks, depending on Operator availability and the variety of calls.
Phase 2: Trainee Helpline Operator – Step Up to the Call!
Phase 2: Trainee Helpline Operator – Step Up to the Call!
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You’ll move from listening to making calls, with Senior Operators mentoring you live. Regular debriefs will help you grow as you support callers on the PBB Helpline.
Why Are We Doing This? We’re building your confidence to handle calls like a pro, connecting with callers as a peer while keeping yourself supported.
What You’ll Gain: ☎️ Master Helpline systems (3CX, Email, Resources). ☎️ Learn policies and procedures . ☎️ Build rapport and trust with callers. ☎️ Spot key issues with active listening. ☎️ Break down problems into steps. ☎️ Share experience without advice. ☎️ Wrap up calls smoothly. ☎️ Manage call loads. ☎️ Debrief and practice self-care. ☎️ Build your independence.
What You’ll Need: ☎️ Systems: 3CX and PBB email setup. ☎️ Your computer/device, headset, private space. ☎️ Senior Operators to guide you. ☎️ Your availability to jump in.
How We’ll Get There: ☎️ Start with basics and supervised calls. ☎️ Train here in confidentiality, systems, and processes , call management, suicide prevention
Time to Grow: Plan for 4 weeks, based on your availability and calls.
Phase 3: Probationary Helpline Operator – Fly Solo!
Phase 3: Probationary Helpline Operator – Fly Solo!
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You’re post-Trainee and ready to soar! This phase is all about building your confidence, skills, and independence as a Probationary Operator, with a little guidance to keep you on track.
Why Are We Doing This? We’re helping you grow into your role with personalised goals set with the Helpline Manager, so you can shine while supporting callers on our Helpline.
What You’ll Gain: ☎️ Set tailored goals and milestones with your Helpline Manager. ☎️ Build confidence and independence in your role
What You’ll Need: ☎️ Systems: 3CX and PBB email setup. ☎️ Your computer/device, headset, and a private space. ☎️ Helpline Manager for guidance. ☎️ Drop-in Training Calls, PBB RockPool Meetings, and Helpline Team Meetings. ☎️ Commitment and avialibility for rostered shifts to take calls!
Time to Soar: Expect 3 months to spread your wings and make a real impact!
Step 2: Complete these 2 Helpline Senior Operator modules
Step 2: Complete these 2 Helpline Senior Operator modules
Step 3: Complete test to get your instant Certificate
Step 3: Complete test to get your instant Certificate
Step 4: Finish this Training by Jumping on the next LIVE Drop-in Training Call
Step 4: Finish this Training by Jumping on the next LIVE Drop-in Training Call
Step 5: Then complete Foundation Training
Step 5: Then complete Foundation Training
Here's some more quick reference guides and self-paced training:
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