How to access online and phone support from headspace

For a bunch of reasons, going to a face-to-face counselling session isn’t always an option. Maybe you don’t have access to an in-person service, or maybe you feel more comfortable talking to someone online, over the phone, or even as part of a group chat.

If you’re 12-25 years old and want a bit of help to deal with things happening in your life, headspace is a great organisation to reach out to.

In addition to offering in-person support through their headspace centres, headspace has a range of ways to support you online or by phone.

If it’s your first time reaching out to headspace, it is completely normal to feel a little nervous. Here’s a rundown of how to get support, some of the services on offer, and what you can expect when you call, email or message headspace online.

How do I reach out to headspace for support?

Phone

If you need to talk about something right away or it is something easier to explain in a conversation, the phone is probably going to be your best option. You can call between 9 am and 1 am AEDT on 1800 650 890.

When you call, you may have to wait for a counsellor to be available. The busiest time is between 5 – 10 pm AEDT, with a wait time of up to 40 minutes.

Email

Email can be handy if you want time to write down your thoughts or if you want to attach and link content. Email is also a good option if your internet connection drops out often or if you’re worried about a phone call being overheard.

You can email trained counsellors 24/7 and can choose to remain anonymous if that makes you feel more comfortable.

If you have emailed before, you don’t need to explain everything each time. The counsellors can check what you have already shared.

Chat online

You can also text with a trained counsellor in an online webchat.

Once connected, you can attach photos, share links and chat with the counsellor in real time.

Group chats

Sometimes when you’re going through something, you want to connect with others who know exactly what that feels like. Group chats have none of the awkward introductions of face-to-face group sessions but still have all the benefits.

headspace offer two types of group chats:

Online group chats led by a professional counsellor
Online group chats led by peers that have been in a similar situation

Don’t know which one is best for you? You can also read transcripts of past chats, and see what topics are coming up.

Who will I get support from?

Whichever way of contacting headspace works best for you, the first thing to know is that when you chat online, over the phone or by email, you’ll be talking to a trained mental health professional. This might be a social worker, nurse, occupational therapist, psychologist, or someone with a masters in counselling.

If you’re joining a group chat led by peers, you’ll be speaking with other young people who’ve had similar experiences.

What can I talk to headspace about?

Anything! Some of the most common topics include school and friendship problems, relationship questions, anxiety, mental health concerns, family worries, and drug and alcohol concerns.

If you feel unsafe at home or somewhere else, you can talk about that too. Your headspace counsellor can help you with strategies to feel safer or to remove yourself from situations that don’t make you feel safe.

headspace counsellors have a duty to protect you from harm, you might hear them call this their ‘duty of care’. If you are in danger, your headspace counsellor may have to inform another organisation to make sure you are protected.

You can also talk to headspace if you just want to get something off your chest or need someone to listen to what’s happening in your life.

Can I call when I’m worried about a friend’s wellbeing?

Yes, you can. If you’re worried or want to know how to support someone in your life, get in touch and the online counsellors can help you figure it out. It’s also worth browsing headspace’s article about supporting a friend for more ideas.

Do I have to tell my parents that I am talking to headspace?

No, your counselling is confidential, and the counsellors respect your privacy (although they may have to let others know if you are at risk of serious harm).

What can I expect when talking to a headspace counsellor?

Whether by phone, email, or online chats, headspace counsellors won’t bombard you with questions. This is a safe space for you to share what you choose, without pressure or judgement. The counsellor might ask you about your safety and how you are feeling, to clarify or expand on some points, or check they are understanding your situation correctly.

At the end of the session, the counsellor might suggest some resources or services that they think you will find helpful.

Can I choose my counsellor?

It is important that you feel comfortable, so if you prefer, you can ask for a counsellor who is a particular gender, or someone you have spoken with before – although remember that they may not be available at that particular time.

Will my information be kept private?

Counselling services provided by headspace are confidential. This means the person you are talking to won’t share what you say with anyone else. While you’ll have to register with your email address to access support online, you don’t even have to give your name if you don’t want to.