How to call a helpline

Sometimes life can feel overwhelming and it’s hard to know where to turn for help. Whether you’re dealing with mental health or personal challenges, or just need someone to talk to, helplines can provide you with immediate professional support. 

If you’re considering calling a helpline but aren’t sure what to expect, this guide will help you to navigate the experience.

Common reasons for calling a helpline

People call helplines for a wide range of reasons. You might be:

• feeling overwhelmed or lonely

• dealing with stress, sadness, anxiety or depression

• having family or relationship issues

• feeling unsafe (such as having thoughts of suicide or self-harm)

• having addiction or substance abuse issues

• being bullied or abused.

Who are helpline workers?

Helpline workers are trained professionals or volunteers who are there to listen, support and guide you through difficult situations in a non-judgemental way. Depending on the helpline, they may include counsellors, crisis responders and support workers. 

What can I expect when I call a helpline?

What happens first?

When you call a helpline, you’ll probably hear a prerecorded message about the service you’ve called. Depending on the time of day and the type of helpline, you might have to wait a while to speak with someone.

What will the helpline operator ask me first?

You’ll be asked a few basic questions like your first name (which you can choose not to share), your general location and a brief description of why you're calling. They won’t ask you for your last name, your address, or any other information that could identify you, unless you show signs of being at risk of harming yourself or others.

How can they help?

The helpline worker you speak to will listen carefully to your explanation of your problem and offer you emotional support and advice. Their priority is to make sure that you’re safe. They will then work with you to figure out your next steps, such as contacting another helpline or finding in-person support.

Is it confidential?

All conversations with a helpline are confidential. The only time they can share your information is if they think you're in serious and immediate danger and they believe it’s the only way to help you stay safe. In this case, they’ll make sure you have professional help straight away. 

Can I text a helpline instead of calling?

Many helplines offer text or chat services as an alternative to phone calls. If you find it difficult to speak on the phone, or if you're in a situation where talking isn't possible (such as in a public place or when you’re around others), check out the following options: 

• Lifeline Crisis Text Service

• Kids Helpline WebChat Counselling

• Suicide Call Back Service Webchat

Texting or webchat can sometimes feel less intimidating, and it allows you to process your thoughts before you send them. These services are bound by the same confidentiality rules as phone lines.

Does calling a helpline cost money?

In most cases, calling a helpline is free or very low-cost. Helplines are set up to make sure people have access to support when they need it most, without worrying about the financial cost. The options listed further below are all free and available 24/7.

If you're worried there will be a charge for using a helpline, check its website or ask the person who answers your call.

What if I need help making the call?

If you're feeling unsure about making the call, here are some tips that might help:

• Write down what’s on your mind before making the call. This can help you to gather your thoughts and may make the conversation flow more smoothly.

• Practise what you want to say before calling. If you don’t know how to start, you could begin with: ‘I’m feeling overwhelmed, and I’m not sure what to do.’ 

• Tell the helpline worker that you’re unsure how to talk about what’s going on. Helpline workers understand that making the call is difficult, and they’ll guide you through the conversation and put you at ease.

• Tell a friend, family member or another trusted person that you’re going to call a helpline. Just knowing that someone else is aware of it can make the call feel less intimidating.

• Try a text or chat service if you’d rather type than talk. 

What helplines can I try?

What if more help is needed?

While helplines can offer immediate emotional support, they aren’t always equipped to handle long-term care. It's okay to ask for more help if you need it. The helpline worker will be able to guide you towards the many other resources that are available to support you through your journey.  

If you need ongoing support, consider talking to one of the following:

• your GP

• a counsellor or psychologist

• a school/university/TAFE counsellor

• a friend, family member or another trusted adult such as a teacher

• a local support group or community service.

Remember: reaching out to a helpline is really brave, and it's okay to feel nervous. Be kind to yourself throughout the process. There’s no ‘right’ way to make the call. What matters most is that you're taking the first step.