What Happens When Kids Call?
When a child or young person contacts Kids Helpline, they will speak directly with a counsellor.
Before being connected to a counsellor, callers will be asked to listen to a recorded message which relays important information about privacy and disclosure. Find out more about this message.
If a young person contacts Kids Helpline via email or web, they will be asked to read through a similar online statement.
The young person will then be connected to a counsellor who will ask the young person what they would like to talk about.
The counsellor will ask some questions to help understand the caller and his/her needs. Young people contacting Kids Helpline don't have to reveal their name, and the information discussed will remain confidential, unless we feel that a life is in danger.
Find out more about Duty of Care.
Kids that call Kids Helpline can talk to a counsellor for as long as they need to. Some calls only last a few minutes and others can last up to an hour.
Young people with severe, complex and long standing issues often benefit from ongoing counselling. This usually involves speaking predominantly with one or two counsellors who become familiar with their concerns.