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.

Purchase access Compare the courses

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.

Practical, role-boundaried and built around advice work.This is not trying to replace local procedures, safeguarding routes, HR advice or specialist support. It gives learners clearer language, practical tools and better next steps for the difficult human moments that sit around advice work.

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 accredited

An accredited Instructor Member approved by MHFA England, with over 1,500 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.

Role-boundaried 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.

AdvisersVolunteersAdminReceptionSupervisorsTeam leadersService leadsManagers

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 access£500 for 12 months, no VAT charged, up to 100 learners.

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.

What it costs, and why

£500 is meant to make this an easy yes.

Budget decisions are hard when services are stretched and every line gets questioned. So the bundle is priced to make these skills accessible to a whole service, not rationed to the few people you can fit on a course.

My live suicide awareness workshop

£450 for up to 16 people, for one three-hour session. In-person depth is worth it, and I still deliver it - but it reaches the people in the room that day, and not the new starters who join later.

This bundle

£500 for a year

All three courses, up to 100 people, for 12 months, no VAT. Self-led and paced, so people work through it when they can and return to refresh. New starters included.

I debated selling the courses separately and chose not to, because they work as a pathway. Between them they cover most of what local Citizens Advice come to me for: difficult client conversations, suicide awareness, supportive leadership, boundaries, signposting and the emotional load that sits on staff afterwards. As one licence for the whole service, nobody gets rationed out of it.

Why this fits Citizens Advice services

Clear, on-demand, and built to fit a busy service

The bundle is built around the moments that often sit around technical advice work: distress, anger, boundaries, disclosures, escalation, emotional load and supportive conversations. It gives different roles practical language for the situations they are most likely to face.

Built around advice conversations

The examples focus on client anger, distress, suicide risk, difficult disclosures, signposting, boundaries and safe escalation.

Practitioner-built, not off-the-shelf

Designed for the network by a former Local Citizens Advice Chief Executive and MHFA England accredited instructor, not licensed in from a generic catalogue.

Hosted access keeps rollout simple

Your service receives an enrolment key, so learners access the bundle online without your team setting up course files.

Role boundaries are built in

The courses focus on noticing concern, listening carefully, asking clearly where needed, signposting and escalating through local routes.

Useful for staff and volunteers

The language is practical enough for client-facing staff, volunteers, advisers, admin and reception roles.

Clear annual cost

£500 for 12 months, no VAT charged, for up to 100 learners. Larger services can ask for a quote.

The practical result

One bundle, several practical routes through it.

A volunteer may only need the frontline conversation course. A client-facing adviser may benefit from both Essential Skills and Suicide Awareness. A supervisor may use the leadership course alongside the others. The point is access to the full bundle, without forcing every learner through the same route.

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 methodSAFE modelNo, but...Active listeningClosing phrasesSelf-care plan

Course feedback

Excellent

overall course rating from early respondents.

10/10

recommendation score from early respondents.

“Incredibly clear and easy to relate to” - and the mix of video, content and knowledge checks “beautifully balanced.” Feedback from a new adviser at Cambridge Citizens Advice, formerly a senior tech executive.

Purchase bundle access

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 £500 include?

£500 gives your service 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 at £500 for the year for 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, role-boundaried training 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.