Madisons Experience

Madison’s Experience: being a Helpliner before Student Counsellor

Working on the Helpline on route to becoming a Student Counsellor enabled me to gain a unique perspective. It has allowed me to gain an understanding of the process that both the client and counsellor experience and also meant I can learn different therapeutic techniques from those who are qualified and from other students who are on their own learning journey. This opportunity has been valuable in numerous ways: in my coursework, the development of my skills, the opportunity to ask questions, engage in conversations, and access unique resources and experience.

The Helpliner role varies, from talking to clients by phone, greeting them in person, offering them a drink –essential for making them feel welcome and starting a positive relationship – to dealing with payments. There is a range of different calls received, including clients looking for someone to talk to (a listening ear), those who need signposting to other organisations for more focused support, to counselling referrals. Taking referrals over the phone is crucial as the first step in someone getting the help they need. Part of that is to ensure their information is correct and properly uploaded into our CRM database. It is important to recognise that there may be times when you may get a crisis call, though there are Counsellors around you and safeguarding policies in place for support.

The most crucial aspects of the Helpline process include the diary, the CRM and the message book, where most of the communication between Helpliners and Counsellors happens. It is the Counsellor’s responsibility to add clients to the diary, but the Helpliner must note when a client has arrived and be aware when rooms are available for allocations.

Being a Helpliner before seeing clients as a Student Counsellor has allowed me to gain an appreciation of the work behind the counselling process. It has made me feel better prepared for seeing clients, know the systems, better communicate with different types of clients and helped in building my confidence and communication skills.

Students looking at doing their placement at Basildon Mind should consider first working on the Helpline:  it facilitates relationships with the Counsellors, enables you to learn new techniques and improve your skills. There have been many occasions where conversations I

had during my shift can be applied to my coursework, skills practise at university or client hours. It also allows you to communicate with clients before you start counselling.

There is more to counselling than accumulating client hours and being on the Helpline helped me truly appreciate that. Having the CRM system training and knowing how everything works is useful, so when you start seeing clients you don’t have to learn everything at once. Already being in a settled and supported environment, with people around you to encourage and guide you, is good when starting counselling.

I chose Basildon Mind for my placement is because I know the work they do has a massive impact. Spending time here, I have been able to appreciate the Managers, Counsellors and Helpliners. I enjoy volunteering with BasMind as not every day is the same, there are different calls, different clients, different problems and each day is a new learning experience with guidance from someone at each step. There are opportunities for learning and Continuing Professional Development (CPD), e.g. a recent baby loss training course.