The need

Orange Sky volunteers regularly connect with people from different backgrounds and circumstances. While most shifts are positive, volunteers can sometimes encounter challenging situations that require calm communication, empathy and clear boundaries.

The training needed to provide practical, accessible de-escalation strategies that volunteers could understand, remember and apply on shift, helping them feel more confident recognising changes in situations, responding with care and knowing when to seek support.

The solution

Emu Tracks designed an interactive online learning experience that breaks de-escalation skills into manageable, practical steps.

Rather than focusing on theory alone, the training encourages volunteers to recognise early warning signs, reflect on their own responses and practise making decisions through realistic situations informed by volunteer feedback.

Key Steps Included:

→ Collaborating with subject matter experts, Volunteer Experience and Operations teams to ensure the training was accurate, relevant and aligned with Orange Sky procedures and the realities of volunteering on shift.

→ Reviewing existing training resources and gathering volunteer feedback to identify common challenges and real situations encountered on shift.

→ Structuring the learning around practical skills, from situational awareness and empathy to self-regulation and responding safely.

→ Developing interactive scenarios with response options, immediate feedback and practical strategies volunteers can apply on shift.

→ Creating custom interactive activities, including a guided breathing exercise, to help volunteers practise managing their own responses.

→ Incorporating optional audio, animated characters, visual icons and progress indicators to support accessibility, engagement and navigation.

→ Applying Orange Sky's brand colours, typography and visual style to create a consistent, welcoming and recognisable learning experience.