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Kids Helpline

Kids Helpline. Australia . Wendy Protheroe. Kids Helpline. Established in 1991 National Service 24/7 Private and Confidential 5 – 25 years Counselling and support via -Telephone - Email - Web Contact with Primary Schools Website Activities Free to access .

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Kids Helpline

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  1. Kids Helpline • Australia Wendy Protheroe

  2. Kids Helpline • Established in 1991 • National Service • 24/7 • Private and Confidential • 5 – 25 years • Counselling and support via • -Telephone • - Email • - Web • Contact with Primary Schools • Website Activities • Free to access

  3. Kids Helpline Service

  4. Direct contact with Clients Responded to 285,556 contacts (web contacts limited by us) 214,258 were for indirect help seeking 71,298 counselling sessions Contact via website 2.2m website views 245,502 web views of Hot Topics 107,441 webpage views of self submitted stories 6,720 connections to search for a service We have unmet demand 2012 Overview

  5. Our Clients • 6 Million contacts • over 23 years Homelessness Family & Friends School Suicide Drugs & Alcohol Resilient, Healthy & Safe Australians Child Abuse Mental Health Concerns Bullying

  6. Our Principles • Always treat the caller with dignity • At the times when they are most difficult to manage they are in most need • Be prepared to persevere – stay there – do not personalise the interaction

  7. Confidentiality and Duty of Care • Confidentiality: Anything a client says or writes during a counselling • session is not shared with any person or organisation outside of Kids • Helpline, unless: • Permission is granted • Documentation is required due to legal action • Client discloses information that constitutes a "Duty of Care" situation. • "Duty of Care": State laws and ethical requirements obligate that we • report any incidents of serious harm or potential harm, befalling a • young person. Examples include: • Ongoing and significant abuse, sexual abuse, • Frequent exposure to violence • Suicidal or parasuicidal behaviour • Homicidal or significant aggressive ideation

  8. Mental Health Concerns Family relationships Emotional Wellbeing Suicide-related concerns Friends/Peer Relationships Self injury / Self Harm Concern Child abuse Bullying 2012 – Counselling Interventions 22.7% 21.3% 15.5% 12.2% 11.2% 8.1% 7.7% 5.5% 8

  9. Assessment & Case Planning Client Centred Strengths Based Engagement Exploration Structure & Boundaries Cultural and Values Awareness Client Processing Empowering Ethical Referral, Wrap-around Care & Closure Kids Helpline Therapeutic Framework and CounsellingModel Training

  10. Counsellor Training – Transferring to provision of virtual services Initial Training Phone/Email Recruitment Provision of professional and ethical counselling • Clinical skills • Clinical issues • Operational and Systems Training Degree qualified Counselling Experience Ensuring Training 2 weeks full time 1 day week / 6 weeks 16 weeks intensive supervision and evaluation • Web counselling • Unsupervised On-Shift • Parentline • Ethics • HR • Issues e.g. Mental Health BPD

  11. Support • Counselling Centre Supervisors • Real time • Client Review • Emergency Services • Debriefs • Systems Training • Clinical Practice Supervisors • Reflection sessions • Monthly • Practice • Development • Practice training Counsellor

  12. Communications Contact is placed in a queue and randomly assigned to an available counsellor or Contact is connected with regular counsellor Telephone Web Email

  13. Call is processed on a PC using: • Software allowing monitoring of counsellor activity and clients awaiting a response • Client management software • Case noting software • Referral database

  14. - Monitoring counsellor activity - Monitoringclients in queue

  15. Client management software

  16. Email counselling software Email counselling queue and management screen Email counselling response window

  17. Web counselling software Web counselling window Web counselling queue and management screen

  18. Case noting software

  19. Service referral database

  20. Website

  21. Teens & Young Adults Kids Grown Ups • Get help • Fun Stuff • Information • What’s Kids Helpline • Switch Themes • About us • Get help • Get involved • Your space • Get Info • Getting help • News & Research • Business Friends • About us • Support us

  22. Kids Helpline @ School

  23. Data Collection Cycle

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  26. I leave you with the strongest message we hear from our Kids Helpline clients… THANK YOU FOR LISTENING! Wendy Protheroe General Manager Kids Helpline We Care. We Listen. 26

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