Mind empowers its volunteers through digital training that makes a real impact
Industry
Mental Health & Support Services
Head office
Stockholm, Sweden
Employees
735
Customer since
2022
“Together with Grade, we’ve created an e-learning program that not only equips our volunteers, but truly reflects the core of our mission – meeting another human being with compassion.”
Mona Wennberg, Development Lead, Mind
Background: Training that needed to reflect real-life conversations
Mind is a non-profit organization providing compassionate support to people in crisis – around the clock, all year round. Its volunteers staff helplines such as the Suicide Prevention Line, the Parental Support Line, and the Elderly Support Line. Their efforts are often crucial for those reaching out for help.
To provide safe and reliable support, proper preparation is essential. However, the previous training varied between helplines and lacked a shared structure. Volunteers were asking for more concrete content, clearer boundaries, and more opportunities to practice.
“We realized our volunteers needed more than information – they needed to listen, reflect, and feel confident in how conversations unfold. That’s where the idea of a new digital training program began,” says Mona Wennberg, Development Lead at Mind.
The Solution: A warm, interactive, and research-based e-learning program
In close collaboration with Grade, Mind launched a project to create a new digital foundational training program for all volunteers, regardless of helpline. The focus was on pedagogy, interactivity, and grounding the content in real-life conversations.
Grade was responsible for transforming Mind’s methodology and conversation tools into a digital learning format. Together, they developed a concept with a clear structure, tone of voice, and media mix – all built in Grade Composer.
“There were no ready-made templates. We worked with podcast episodes, real conversations, video, reflection questions, and visual support to create an experience that both informs and empowers,” says Magnus Lundén, Project Manager at Grade.
Throughout the training, volunteers hear from fellow volunteers, listen to conversations, reflect on challenging situations, and explore themes through Mind’s own podcast. Each module balances knowledge, empathy, and practical exercises.
The Impact: A more confident start – and a stronger sense of community
After a year of intensive development, the training was launched. It now consists of three components:
- The e-learning program produced in Grad
- A practical handbook
- A series of digital workshops
The e-learning is divided into five modules designed to prepare volunteers for their mission while fostering a sense of belonging. Volunteers are not only presented with content, but with voices, stories, and reflections from others who have gone before them.
“Our goal was to create a safe, welcoming, and professional training experience. A place where you gain knowledge – and feel part of something bigger,” says Mona.
Feedback has been positive. Volunteers report feeling better prepared, and the recruitment process has become more consistent. At the same time, the training has become a central hub for Mind’s future pedagogical development.
“We’re proud of our collaboration with Grade. Together, we’ve built something that truly makes a difference – for our volunteers, and for the people they support.”
Mona Wennberg
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