Citizens Advice focused e-learning bundle
Practical training for the conversations advice work doesn't prepare people for.
Three Citizens Advice focused e-learning courses for the human side of the work - the angry caller, the disclosure mid-appointment, the adviser shaken after a call. Hosted and ready to roll out.
Learners take one, two or all three courses depending on their role - difficult conversations, suicide awareness and supportive leadership.
Developed by Jake Morrison, former Local Citizens Advice Chief Executive.
Why this, and why now
The gap this fills in advice work
Citizens Advice services already invest in advice quality, technical learning and local procedures. But lots of difficult days are shaped by something else: the angry client, the distressed disclosure, the adviser shaken after a call, the volunteer who is quietly struggling, or the supervisor who is not quite sure how to open the conversation. This bundle gives staff, volunteers, advisers and managers practical language for those moments. Not to step outside their role. To know what to notice, what to say, and what to do next. One licence covers the whole service for a year, so new starters are included and people can return to refresh.
Who built this
Designed for the network by someone who has run it.
These aren't generic awareness modules with a Citizens Advice logo added. All three courses were built specifically for advice work, drawing on the years I spent running a local office, my mental health training practice, and my own lived experience. The scenarios are the ones your team actually meet.
Former Local Citizens Advice Chief Executive
I led a local service for five years, so the courses are built around real advice-work pressure, not abstract theory.
MHFA England Instructor Member
An Instructor Member with MHFA England, with over 1,600 people trained in Mental Health First Aid.
CMC-registered workplace mediator
A registered workplace mediator and conflict coach, which shapes how the courses handle difficult conversations and boundaries.
Built around advice scenarios
Foodbank vouchers, benefits, debt, eviction, difficult callers and disclosures - the situations advice teams meet, not stock examples.
Clear role boundaries throughout
The courses keep staff in their role: notice, listen, ask where needed, signpost and escalate. Not therapy, not clinical work.
Informed by lived experience
The work is grounded in lived experience of mental health, used to make the training honest and human rather than tick-box.
What your service gets
One bundle, supporting frontline teams to management
The licence unlocks all three courses for your Citizens Advice service. Learners do not all have to follow the same route. They can do the course or courses most relevant to their role, confidence and training need.
Flexible learner routes
Different roles can take different routes.
A volunteer may only need the frontline conversation course. An adviser may benefit from Essential Skills and Suicide Awareness. A supervisor may use the leadership course alongside the others.
Suitable for: Advisers, Volunteers, Admin, Reception, Supervisors, Team leaders, Service leads, Managers
Simple rollout
Your service receives an enrolment key.
No course upload or local Moodle setup is needed. Learners access the bundle online through moodle.jakemorrison.co.uk using the key supplied to your service.
Purchase annual access12 months of hosted access for up to 100 learners. Use the form below to buy the licence.
Receive your enrolment keyI send the Moodle access details and enrolment key.
Learners enrol onlineThey use the key on moodle.jakemorrison.co.uk.
People choose relevant coursesLearners complete one, two or all three courses depending on their role.
Compare the courses
Which course is for which need?
The bundle unlocks all three courses. Learners do not all need the same route - choose a course below to see where it fits, who it helps and what learners take away.
Frontline confidence
Essential Skills Training
For the difficult conversations that happen in advice work every week.
This course helps learners handle anger, distress, boundaries, signposting, escalation awareness, closing conversations and the emotional load after difficult client contact.
Best for
A practical baseline for the conversations that happen all the time.
Best for people who deal directly with clients, or support the day-to-day running of advice services.
Course focus
What this course helps with
- Angry or frustrated clients
- Distress behind practical problems
- Boundary pressure
- Difficult conversations that stay with people afterwards
What learners can do after this course
After the course, learners are better prepared to:
- use CALM when conversations become heated or pressured
- set boundaries without sounding dismissive
- signpost and close conversations clearly
- reset after emotionally difficult interactions
Tools learners can use afterwards
Practical tools inside the course
- CALM method
- SAFE model
- No, but...
- Active listening
- Closing phrases
- Self-care plan
Course feedback
Excellent
overall course rating from early respondents.
10/10
recommendation score from early respondents.
Safety and confidence
Suicide Awareness & Prevention
For moments where distress may point to suicide risk.
This course gives learners practical guidance for noticing warning signs, asking directly, signposting safely, escalating concerns and looking after themselves afterwards, with clear role boundaries throughout.
Best for
A clear route for what to notice, what to say and when to involve the right support.
Best for learners who may hear distress, hopelessness or possible suicide risk during advice conversations.
Course focus
What this course helps with
- Indirect warning signs
- Fear of saying the wrong thing
- Practical issues with deeper risk
- The emotional impact afterwards
What learners can do after this course
After the course, learners are better prepared to:
- recognise verbal, behavioural and situational warning signs
- ask clearly and calmly when suicide may be a concern
- signpost to appropriate support
- follow local routes and debrief afterwards
Tools learners can use afterwards
Practical tools inside the course
- Notice, Ask, Connect
- Warning signs framework
- Direct suicide questions
- Signposting prompts
- Safeguarding sequence
- Self-care plan
What course feedback shows
9 of 9
learners reported more confidence in recognising warning signs.
9 of 9
reported more confidence starting a supportive conversation.
9 of 9
reported more confidence knowing how to signpost.
9.3/10
average recommendation score from those learners.
Supervisor support
Leading Supportive Conversations
For supervisors and managers supporting others through pressure.
This course helps leaders notice concern earlier, open difficult conversations without blame, agree realistic support and escalate safely when something sits beyond their role.
Best for
A practical route for concern, conversation, support and escalation.
Best for supervisors, team leaders, service leads, managers and volunteer supervisors.
Course focus
What this course helps with
- A volunteer has gone quiet
- An adviser is shaken after a call
- A disclosure lands unexpectedly
- A supervisor is unsure how to respond
What learners can do after this course
After the course, learners are better prepared to:
- separate observations from assumptions
- open conversations using clear, non-blaming language
- agree practical support and review points
- use local routes when escalation is needed
Tools learners can use afterwards
Practical tools inside the course
- Early Signs Scan
- Softened Start-Up
- Working Well Plan
- Support and Escalation Pathway
- Five-Minute Debrief
- Escalation Contacts Card
Practical evidence inside the course
Scenarios
realistic Citizens Advice leadership moments.
Tools
phrase banks, support plans and escalation resources.
Practice
support, boundaries, follow-up and escalation decisions.
Questions
The things people usually need to know before buying.
This is the practical bit: how access works, what the licence includes, who the bundle is for, and what to do if your service needs more than 100 learner places.
How do learners get access?
Your service receives an enrolment key for moodle.jakemorrison.co.uk. Learners use that key to access the e-learning bundle online.
Do learners have to complete all three courses?
No. The annual licence unlocks the full bundle, but learners can complete one, two or all three courses depending on their role and training need.
What does the annual licence include?
12 months of hosted access to the full three-course bundle for up to 100 learners. No VAT is charged.
We haven't budgeted for this
That's the most common reply, and it's understandable. The bundle is priced for a whole year and up to 100 people precisely so it can fit a stretched budget - less than a single live training day, for training your whole service can use across twelve months. If it helps to talk it through before committing, just ask for a short call.
Can learners revisit the courses?
Yes. Learners can revisit the learning during the 12-month licence period, which is useful for refreshers or returning to a specific topic.
Can we get an invoice?
Yes. Use the purchase form and include the name for the invoice, email for the invoice and billing address.
What if we need more than 100 learners?
Use the form to ask for a larger-service quote. The standard licence covers up to 100 learners.
Who is the bundle for?
It can support staff, volunteers, advisers, admin and reception roles, supervisors, team leaders, service leads and managers. Not every learner needs every course.
Is this suitable for volunteers?
Yes. The bundle includes practical training with clear role boundaries for client-facing conversations and difficult moments that volunteers may encounter in advice work.
Is this endorsed by national Citizens Advice?
No, and I'm clear about that. It's Citizens Advice focused training built by a former Local Citizens Advice Chief Executive, but it is not National Citizens Advice training or a formal endorsement. You're buying it as independent, sector-specific e-learning.
Who developed it?
The bundle was developed by Jake Morrison, former Local Citizens Advice Chief Executive. It is Citizens Advice focused training, but it is not presented as National Citizens Advice training or formal endorsement.
What happens after we submit the form?
I will reply within one working day. If you are ready to purchase, I can confirm the details and issue the invoice or access instructions.
Keep the buying route simple.
Most services do not need a technical explanation. They need to know the price, who can use it, how learners get access, whether they need to complete all three courses, and what to do if they want to buy.
Purchase or enquire
Purchase access, or just start a conversation.
Use this form to buy the bundle, request an invoice, ask about more than 100 learners, or book a short call if you'd rather talk it through first. Annual access is £500 for 12 months for up to 100 learners. No VAT is charged.