Frequently Asked Questions

  • Q
    Question: How does SuicideLine Victoria work?
    A
    Answer:

    SuicideLine Victoria 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 651 251 from anywhere in Victoria at a time that suits you.

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

    To access online counselling via web chat, you will need to register your details on our website.

    Complete the registration form and choose a strong password (at least twelve characters, with upper and lower case letters, numbers, and symbols). After you click submit, you will verify your email address by clicking the link in the email sent to you (please look in both your inbox and spam folders).

    Once you have verified your email address you can login to the SuicideLine Victoria website, agree to the terms of service 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.

    To access video counselling via web chat, you will need to register your details on our website.

    Complete the registration form and choose a strong password (at least twelve characters, with upper and lower case letters, numbers, and symbols). After you click submit, you will verify your email address by clicking the link in the email sent to you (please look in both your inbox and spam folders).

    Once you have verified your email address you can login to the SuicideLine Victoria website, agree to the terms of service and click the chat with a counsellor now button to get started.

    Once connected to a counsellor in the online counselling session, the counsellor will request some information in order to connect to you in a Skype™ session.

    Please have handy:

    • Your email address
    • Your Skype™ chat name
    • Your reasons for using the MensLine Australia video counselling service.

    Once connected to a counsellor in Skype™, please leave the online counselling window open for the duration of the session (this is linked to the open session in Skype™).

  • 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 SuicideLine Victoria 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: Can I call if I am not based in Australia or Victoria?
    A
    Answer:

    Unfortunately, this service is not available to people outside of Australia or Victoria. 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, SuicideLine Victoria 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. The usual risk assessments and ethics of counselling apply.

  • 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.