What if?
I want to call Kids Helpline, but...
- What if I'm not sure what I want to talk about?
You can talk to the counsellors at Kids Helpline about anything that's on your mind. It might be helpful to think about the main things that are concerning you. Then, you can talk to the counsellor about the issue that feels most important to you.
- What if I don't want to tell the counsellor my name?
That's OK - you don't have to tell them. After talking to the counsellor for a while, you may feel more comfortable and wish to let them know your name then. It is your choice whether you share your name.
Remember, Kids Helpline is a confidential service. This means that even if we know your name, we still won't tell anyone else that you called, or what you spoke about.
Also, if you want to call Kids Helpline more than once and talk to the same counsellor, it will probably be useful to let them know your name so that they know who you are for next time!
- What if I want to speak to a female counsellor? Or a male counsellor?
That's OK too. You can tell this to the counsellor who answers the phone and they will then check to see if someone is available. They will either put you through to the counsellor you asked for, or ask you to call back later.
- What if I can't speak English?
Kids Helpline can access translating services. Please try to tell us what language you speak so that we can arrange for a translator to help us talk to you. You may need to ask someone for help to tell us this information.
- What if I get cut off or need to hang up while talking to a counsellor?
If you get cut off, and you know the name of the counsellor you were speaking to, you can then ring back and simply ask to speak to them again.
If you don't know your counsellor's name, you may need to ask the person who answers the phone to help you find your counsellor. In this case, you may be asked for information, such as whether you were talking to a male or female counsellor, your name, and maybe the topic you were discussing before the phone cut out.
If you need to hang up, let your counsellor know, and if there's time, ask for their name so you can ring them back.
- Will the Kids Helpline phone number show up on my parent's phone bill?
We don't know this. It depends on the type of bill your parents receive. If this is a concern for you, try calling us from a public phone or try to find out if other 1800 numbers appear on their bill. If they do appear, the Kids Helpline phone number will as well.
- What if I don't want my parents or anyone else to know I have called?
Nobody has to know that you called - it is your choice to tell them. We won't tell anyone you called because Kid Helpline is a confidential service. Sometimes we need to help make sure you're safe and this may mean telling specific people about your situation. Read more about this on our Duty of Care page.
- What if I need help now and can't get through to a counsellor?
If you are in any danger, or are having a medical emergency, call 000.
If it's not an emergency, then please be patient. We receive a lot of calls so it may take some time before we are able to answer your call. If you wait on the line, your call will definitely be answered.
If the wait is taking too long and you need help immediately, you may need to think about who else can help you.
- I'm worried that the counsellor won't understand my problem
Counsellors will try as much as possible to understand your problem, from your perspective. This is why we ask many different questions around what has been happening, your thoughts and feelings. We also realise that it can be difficult to talk and it may take a long time for you to explain everything that has been going on. Counselling is about working together.
- What if I don't have any credit on my mobile phone to call?
It's free to call Kids Helpline from all Optus and Virgin mobiles. If you are not with Optus or Virgin and you have no credit on your mobile phone, you can call from any public phone or landline for free. Some school counsellors may also help by letting you use their phone.