Citizens Advice-focused e-learning bundle

Three practical courses for the human side of advice work.

Hosted on moodle.jakemorrison.co.uk, this annual bundle gives your service access to three Citizens Advice-focused e-learning courses.

Learners can complete one, two or all three courses depending on their role: difficult conversations, suicide awareness and supportive leadership conversations.

Developed by Jake Morrison, a 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 many 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 unsure how to open the conversation. This bundle gives staff, volunteers, advisers and managers practical language for those moments — without asking anyone to step outside their role.

Practical, role-boundaried and built around advice work.The courses are not a replacement for local procedures, safeguarding routes, HR advice or specialist support. They give learners clearer language, practical tools and better next steps for the difficult human moments that sit around advice work.

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 complete 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.

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 everyday difficult conversations in Citizens Advice work.

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 every week.

Best for people who may 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.

Useful as a practical shared baseline for client-facing and service delivery roles.

Purchase bundle access

Why this fits Citizens Advice services

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

The bundle is designed 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.

Different roles can use different courses

The bundle unlocks all three courses, but learners do not all have to complete the same route.

Hosted access keeps rollout simple

Your service receives an enrolment key, so learners can 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 value is access to the full bundle, without forcing every learner through the same route.

Questions

The things people usually need to know before buying.

This is deliberately practical: how access works, what the licence includes, who the bundle is for and what happens 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.

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.

Who developed it?

The bundle was developed by Jake Morrison, a 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

Request a license

Use this form to purchase the Citizens Advice e-learning bundle, request an invoice, ask about more than 100 learners, or check anything before buying. Annual access is £500 for 12 months for up to 100 learners. No VAT is charged.