“The best kind of training I have ever been a part of, as it is well thought out, interactive, and really easy to use on the platform.”
Volunteer, Give A Shout
Shout is the UK’s first and only free, confidential, 24/7 text messaging support service for anyone struggling with their mental health. Operating completely digitally, Shout relies on a large, dedicated force of remote volunteers to provide critical, high-quality, and empathetic support around the clock.
Their core challenge is ensuring this geographically dispersed volunteer network receives robust, accredited training – including high-stakes topics like safeguarding and suicidal ideation, while fostering a supportive community and validating that every volunteer is equipped to deliver the highest standard of care.
As Shout’s service demand grew, the organisation began to struggle with scaling its volunteer training model in a way that matched the sensitivity and responsibility of the role.
1. Keeping pace with rapid, rolling recruitment
With a continuous flow of new volunteers joining the service, Shout struggled to manage onboarding efficiently while ensuring every individual received consistent, high-quality training.
2. Maintaining standards in high-risk scenarios
Because volunteers support people discussing safeguarding concerns and suicidal ideation, it was a challenge to guarantee that all essential clinical training was completed, understood, and properly assessed before live conversations.
3. Managing complex training within a remote environment
Operating entirely online meant there was no face-to-face training structure. Shout struggled to create a cohesive learning experience that combined structured courses, practice, assessment, and ongoing development in one place.
4. Integrating specialist tools into learning pathways
The organisation needed to incorporate advanced technologies, such as AI conversation simulators, into its training journey while ensuring progress and feedback could be tracked effectively.
5. Building community and confidence at scale
With volunteers working remotely across the UK, it was challenging to maintain engagement, peer connection, and a strong sense of belonging alongside formal training requirements.
Titus partnered with Shout to design and host a bespoke Moodle-based solution that prioritises flexibility, integration, and measurable skill development.
1. Integrated Simulation: We ensured the Moodle platform could seamlessly integrate with Shout’s AI conversation simulator. This critical integration allows volunteers to practice sensitive conversations in a safe, real-time environment, with feedback recorded and managed within the official learning path.
2. Blended CPD Library: The LMS was configured as a central hub for continuous development, hosting a diverse mix of media – from accredited Safeguarding training to expert podcasts on trauma-informed care and mental health. This provided volunteers with a single, reliable source for their ongoing CPD.
3. Supportive Community: The platform facilitated a “listening and learning” approach, creating a digital environment where the dedicated L&D team could run live learning sessions and provide personalised feedback, fostering a vital sense of community among geographically dispersed volunteers.
The Titus-supported platform enabled Shout to not only deliver essential training effectively but also to measure the profound personal and service impact on their volunteers.
“The best kind of training I have ever been a part of, as it is well thought out, interactive, and really easy to use.”
Volunteer, Give A Shout
Super talented, unflappable and very funny, Phuong supports the whole marketing team in her role as Digital Marketing Executive. Phuong holds a bachelor’s degree in Business Administration and recently completed a master’s degree in Management and Marketing. Originally from Hanoi in Vietnam, Phuong is now based in the UK and climatising brilliantly to our weather and food.
Phuong owns a food review Instagram page as travelling and food are her passion. She also has a cute little french bulldog.
Ellie was the first woman to join Titus and has paved the way for many more since then. After studying for a degree in Fashion and Marketing, Ellie was lucky to find herself at fashion weeks and photoshoots.
Now she’s switched from talk of the front row to front end design and has brought loads of transferable knowledge to Titus. Ellie has also found a real passion for tech, especially in the learning sector, helping clients create positive change for their organisations.
As one of the youngest people at Titus but at the same time one of the oldest serving members of the team, Callum has graced Titus with his broad smile and positive attitude for over 5 years now. As a key member of the marketing team, Callum works across all areas, both on and offline, to ensure that all Titus brands and communication are on point.
After missing out on the opportunity to go to University the first time around, management encouraged him to enrol in our course alongside his work. He is now studying to achieve his Level 6 Diploma in Professional Digital Marketing.
Always bringing innovation and new ideas, Dec studied a degree in Journalism but found his passion in digital marketing. Dec has also worked in marketing for one of the countries biggest retailers and within the property sector.
Outside work, Dec Co-founded a news publication where he collaborated with global brands like Uber, Amazon, BooHoo and countless SMEs.
