Upcoming First-Up! Client response training for administration staff

A practical, one-day workshop for administration staff in human services
Administration workers are often the very first people service users meet—whether at the front counter or over the
phone. When service users present as distressed, angry, anxious, or in crisis, it can create a significant challenge for
the staff who greet them.

This popular one?day workshop gives administration workers the skills, confidence, and strategies to respond
safely, calmly, and professionally in challenging moments. Participants explore how to convey empathy, maintain
boundaries, and support de?escalation, all while staying grounded and effective in their role. If your administration
team are “first?up” when difficult situations arise, this workshop will equip them to respond with clarity, compassion,
and confidence.

Who should attend?

Administration workers in human service organisations who have direct ‘front counter’ or
telephone contact with service users and members of the public.