Managing Waiting Lists, Capacity and Endings: Recognising the importance of a strong pathway throughout

All Vital Skills courses have been redesigned to ensure they cater to a coordinator or trainer role who work in both face-to-face services as well as distance befriending projects. Our training relaunched this summer on to our new training platform, My Skill Camp, an accessible and interactive training platform that allows networking throughout.

Purpose of course

This module is designed to develop your knowledge and understanding of Managing Waiting Lists, Capacity and Endings. Exploring strategies for referral management, creating capacity growth and appropriate endings, this course is created to assist befriending projects to implement a strong system that is both making the most of their ability while recognising the pressures and responsibility involved.

Please note: Though this course is focused on supporting and supervising the volunteer, much of the material is also suitable for line managing staff and their capacity.

Assessment of Learning

To complete this course, all sections are mandatory. You will access our online training platform and work through the reading materials and written activities. Work must demonstrate a development of knowledge and understanding of the course content, and display strong ability in reflection to pass this course. Participants will receive a certificate on completion. Some of the topics included in the course are:

  • To understand techniques that can be implemented to manage waiting lists 
  • To discuss the realities of staff capacity and healthy professional boundaries 
  • To review the reasons why we may need to end a befriending relationship and how 
  • To create a cease befriending document 
  • To recognise good practice guidelines in waiting list management, balancing capacity and creating positive endings 

Duration and Time Commitment

We are aware that many staff in the third sector are part-time. For this reason, the course is spread out over some time to allow participants to balance their study time within personal and/or work commitments. On average, participants take six hours to complete a vital skills module. This work is to be completed within your own time, scheduling your independent learning around your work schedule and commitments. On the last day of this course all participants come together to discuss the materials, their answers and to participate in some interactive tasks. This session is held on Zoom. All work must be completed and submitted prior to the zoom session in order to gain a certificate of completion.

The zoom session for this course is on Thursday 27th Ocotber 2022 10am - 12noon


This course is £55 for members of Befriending Networks, £65 for non-members. Are you a member? Make sure to log in before booking to receive your discount.


Contact the course facilitator