Safer talks is a free digital training programme for all volunteers, employees and peer supporters working with chat and helpline services in Norway.

Commissioned by the Norwegian Directorate of Health, the Regional Resource Centres on Violence, Traumatic Stress and Suicide Prevention (RVTS) have been tasked with strengthening the competence of employees and volunteers working on helplines and chat services. This is an important measure in the national suicide prevention action plan, Ingen å miste (No One to Lose).

From the very beginning, it became clear that we had to develop the training together with the organizations, rather than for them. By using Design Thinking and close collaboration, we have worked our way from insights and ideas to a finished product. Respect for the organizations’ experience and needs has been central throughout, and their input has been crucial in shaping the training.

The goal:

• To strengthen your confidence in your role
• Enabling you to meet people with warmth
• Clarity
• Hope when life is especially difficult

The training consists of six thematic modules, each providing professional knowledge and practical training.

The topics are:

• Conversations on chat and telephone
• Suicide prevention conversations
• Trauma-informed conversations
• Conversations with relatives and bereaved individuals
• Conversations about violence and abuse
• Support for helpers

Helplines and chat services have different internal training programmes, and the people working in these organizations come from a wide range of backgrounds. The training has therefore been developed to build competence and provide support to everyone, regardless of where they are on their learning journey.

To achieve this, we have focused on three key principles in developing the training:

1. 1.
   Relevant – because it should feel meaningful: The training has been developed with both heart and professional expertise, for employees and volunteers alike. It is based on the needs and wishes identified by the help services themselves, with a focus on the skills and topics that matter when supporting people in vulnerable situations, whether via chat or helpline. The aim is to strengthen confidence, insight and empathy in conversations.
2. 2.
   Accessible – because it should work for everyone: We know that everyone’s everyday life is different. That is why the training is flexible and available whenever it fits into your schedule. You can learn at your own pace, on your own terms, or together with others. And you can always return to explore and learn more.
3. 3.
   Adaptable – because no two people are alike: Every organisation has its own needs, culture and people. The training can therefore be adapted to make it relevant to their specific context. We recommend completing the full training, but they are free to choose the parts that offer the most value to you – whether you are completely new to the field or have many years of experience.

The programme includes a range of physical tools that offer practical guidance and help structure supportive conversations in challenging situations.

Download and print the tools:

• SAFER Model
• Listening Wheel
• Conversation Support
• Five Activities
• Window of Tolerance
• Peer Support