Reaching out for support can feel scary, especially if you've never done it before. Here's what you can expect when you contact a helpline.
What are helplines?
Helplines are services where you can talk to someone about what you're going through. They're free, confidential, and available when you need them — often 24/7.
Depending on the helpline, you might connect by:
- Phone — Talk with someone directly
- Text/SMS — Message back and forth
- Online chat — Chat through a website
Who will I talk to?
Helplines are staffed by different types of people, depending on the organization:
Trained counselors
Professionals with training in crisis support, mental health, or specific issues like domestic violence.
Trained volunteers
People who have completed training programs in active listening and crisis support.
Peers
People with lived experience who understand what you might be going through.
What happens when I reach out?
- You'll be connected. You might be put on hold briefly during busy times, but someone will answer.
- They'll ask how you are. You can share as much or as little as you want. There's no pressure.
- They'll listen. Their job is to hear you, not to judge you or tell you what to do.
- They might ask questions. This helps them understand your situation better, so they can support you.
- You can end the call anytime. You're in control. If you need to hang up, that's okay.
What can I talk about?
You can talk about anything that's bothering you. There's no problem too big or too small.
People reach out about all kinds of things:
- Feeling overwhelmed, sad, or anxious
- Thoughts of suicide or self-harm
- Difficult life situations (relationships, work, school)
- Abuse or violence
- Grief and loss
- Loneliness or isolation
- Supporting someone else
- Just needing someone to talk to
Is it confidential?
Yes. What you share stays between you and the person you're talking to.
In rare situations where there's a risk of serious harm to you or someone else, they may need to take action to help keep people safe. But they'll explain this if it ever applies.
Not sure how to start?
You don't need to have the right words. Here are some things you could say:
You don't have to be "in crisis" to reach out
Helplines aren't just for emergencies. If you're struggling, you deserve support — even if things don't feel "bad enough." Reaching out early can help prevent things from getting worse.