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Helpline Transfer Service Support

Train your staff

Helpline Transfer Service

It’s important that your staff are trained on how to conduct safe and appropriate transfers to the National Gambling Helpline.

Included in your annual licence fee is unlimited access to the Helpline Transfers Hub eLearning course, so that staff can revisit the training and refresh their knowledge any time. There is no limit to the number of staff who can complete the training.

Helpline Transfers Hub eLearning

Our Helpline Transfers Hub eLearning course takes only an hour to complete and is designed to give your staff the knowledge and confidence to identify the right calls to be transferred. The eLearning consists of a video, guide and knowledge check test. We also offer a “Cheat Sheet” which staff can keep at their workstation as a reminder on how to make transfers.

Our 15-minute video will teach staff:

  • Essential concepts of harmful gambling
  • Key information about GamCare and the National Gambling Helpline
  • How to make a smooth warm transfer
  • When not to make a transfer

The Helpline Transfer Guide covers important additional topics such as:

  • Spotting the signs of gambling harm in customers
  • Safeguarding best-practice
  • Information about other support services

The Guide is updated with data directly from the National Gambling Helpline.

Why complete the training?

Only staff who have completed our eLearning training can conduct transfers.

Monitoring completion rates

Staff who complete the eLearning and pass the knowledge-check test will receive a certificate letting them know they can start to make warm transfers. We ask that you store these certificates on your own systems and keep track of completion rates; there is no need to send them to us. Staff need to complete the eLearning on at least an annual basis.

Helpline Transfers Hub eLearning access

The Helpline Transfers Hub eLearning can be accessed through a link GamCare sends via email.

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