Frequently Asked Questions

  • Q
    Question: How does Suicide Call Back Service work?
    A
    Answer:

    The Suicide Call Back Service provides immediate professional telephone and online counselling support for anyone affected by suicide. All calls are answered by professionally trained counsellors. Each counsellor has specialist skills to be able to do a risk assessment and provide support to anyone who is feeling suicidal, worried about someone else, or bereaved by suicide. You can call 1300 659 467 from anywhere in Australia at a time that suits you.

  • Q
    Question: How does online chat work?
    A
    Answer:

    You will need to register your details on our website. Once registered, you will be asked to verify your email address (please look in both your inbox and spam folders). After agreeing to our terms and conditions, you can log into Suicide Call Back Service online counselling, and simply click the ‘chat with a counsellor now’ button to connect. If you have already registered, just log in, agree to the terms and conditions and click the ‘chat with a counsellor now’ button to get started.

  • Q
    Question: How does video counselling work?
    A
    Answer:

    You will need to download Skype on to your computer, tablet or phone. Skype is a free app. You will need to register your details on our website. Once registered, you will be asked to verify your email address (please look in both your inbox and spam folders). After agreeing to our terms and conditions, you can log into Suicide Call Back Service online counselling, and simply click the ‘talk with a counsellor now’ button to connect. If you have already registered, just log in, agree to the terms and conditions and click the ‘talk with a counsellor now’ button to get started.

  • Q
    Question: What qualifications do counsellors have?
    A
    Answer:

    The service is staffed by professional counsellors who have demonstrated a minimum of 456 post-qualification face-to-face hours of counselling experience prior to joining. All counsellors hold a tertiary degree of minimum three-year duration in a relevant discipline of psychology, social work, counselling and social science or welfare studies.

  • Q
    Question: What do I do if I'm locked out of my account?
    A
    Answer:

    Too many invalid logins will suspended your account for 15 minutes. This is a security measure to protect our users. After 15 minutes you can return to the website and reset your password. Use the Forgot Password link and simply enter the email address you used to originally login with. An email will be sent to that address containing a link to reset your password. Remember you can still reach our counsellors on the phone at anytime.

  • Q
    Question: Is Suicide Call Back Service free?
    A
    Answer:

    Yes, the service is free. If you are calling from a landline, you will be charged the cost of a standard local call. When calling from a mobile, call charges will vary depending on your provider and plan.

  • Q
    Question: What is a callback service?
    A
    Answer:

    For people who may benefit from short-term counselling, the service can offer up to six telephone counselling sessions. Each session will be with the same counsellor scheduled at a time to suit the person.

  • Q
    Question: Can I call if I am not based in Australia?
    A
    Answer:

    Unfortunately, this service is not available to people outside of Australia. Please contact your local support service.

    Befrienders Worldwide provides information about suicide and emotional support services worldwide in multiple languages.

  • Q
    Question: I’m a journalist, are there reporting guidelines I need to follow?
    A
    Answer:

    Yes, Suicide Call Back Service recommends the MindFrame website for up to date guidelines on how to report on suicide in the media.

  • Q
    Question: Can someone receive counselling if they don’t speak English?
    A
    Answer:

    Yes, counselling is available to people whose first language is not English. To initiate counselling, a caller should (if possible) advise on their preferred language. The counsellor will then place the caller on hold and contact the Translating and Interpreting Service (TIS). The counsellor will then reconnect with the caller and the interpreter in a conference call. Alternatively, someone can contact the interpreter first, who can then call the counselling service to begin the session. Counselling is most effective when the counsellor and caller can communicate as honestly as possible. While we acknowledge that this could sometimes feel awkward when a translator is involved, we encourage you to be as open as you can in order to get the most out of counselling. TIS officers are bound by privacy legislation to protect clients’ rights.

  • Q
    Question: Can I use the National Relay Service?
    A
    Answer:

    Yes, our counsellors are experienced in working with clients through the National Relay Service (NRS). They will work with the relay officer to provide counselling and are conscious of obstacles facing people with a disability. They will use a person-centred, strength-based approach to suit their needs. A counsellor will work to get the most out of the session by communicating as openly and directly as possible, almost as if the relay officer is not involved. NRS officers are bound by privacy legislation to protect clients’ rights. The usual risk assessments and ethics of counselling apply.

  • Q
    Question: Why do you need to know my number?
    A
    Answer:

    To ensure your safety.

    We may need to provide further assistance if you or someone you know is in danger. So that we can get help quickly we alert emergency services using your number.  We will always encourage you to contact emergency services yourself, however it is part of our legal duty of care to alert emergency services if someone is in danger.

    This is a legal requirement that applies to all counselling services including domestic violence, suicide, mental and social health services.

    If you have a silent number (i.e. have permanently blocked your number), you can unblock it on a per-call basis by dialing  *31#  before dialing each phone number.

    For further information about privacy or your rights and responsibilities when using this service please see our Privacy Policy.

  • Q
    Question: Who is Claire?
    A
    Answer:

    Claire is the Suicide Call Back Service virtual assistant, created to help find resources if a person is feeling sad, anxious, or worried about someone.

    By clicking on the widget, a chat box will open and Claire’s avatar will appear. You can interact with Claire by selecting answers to her questions. You can mute the sound by clicking on the microphone button. On Apple iPhones, Claire works best with the latest iOS 12.2 update. When viewing on desktop, Claire is not compatible with Internet Explorer.

    Claire does not provide crisis support.

    Responses on Claire are not monitored by our counsellors.

    If you need to speak to a counsellor please call 1300 659 467. If it is an emergency please call 000.