At headspace Caloundra we want to work together with you to ensure that you receive all the support you need to reach your goals. We believe that to achieve this is necessary to tell you what you can expect from us and what we may expect from you. 

You have the right to:

• be treated with respect at all times
• receive a high-quality, professional and non-judgemental service
• feel safe and supported to voice your thoughts, feelings and opinions and have them listened to
• work together with your thoughts, feelings and opinions and have them listened to
• work together with your team at headspace Caloundra on goals and care plans with which you have agreed
• be involved in making decisions that affect your life
• provide feedback to us or to headspace National about the treatment you receive here
• ask for access to information we may have collected about you
• ask to receive support from a different worker if you are not satisfied or comfortable with the worker who is allocated to you
• expect that no information about you will be given to anyone that isn't involved in your support or treatment unless you choose to allow that information to be shared or unless the law requires us to disclose that information
• give us as much or as little information as you want

Your responsibility is to:

• Treat the headspace Caloundra team with respect and recognise that we are here to help
• not attend headspace Caloundra when under the influence of alcohol, drugs or any other substances
• make every effort to contact us should you not be able to make your appointment
• respect the privacy of other people accessing the service
• respect the property and premise of headspace Caloundra

We believe that family and friends play an important role in the path to better wellbeing. We understand that there may be many different types of family and friends that are important. Research shows that involving family and friends in a young person’s care can lead to better health outcomes.  

Wherever possible, we support and create meaningful opportunities for family and friends to directly participate in our services, in ways that the young person is comfortable with, and that are likely to be beneficial to the young person's wellbeing. 

All involvement of family and friends at headspace is done with the young person's privacy and confidentiality in mind. 

headspace offers online support services for family and friends.

We understand that asking for help when you're not feeling yourself takes strength and can feel uncomfortable. Because of this, we have made our referral process as easy as possible. 

If you are a young person between the ages of 12-25, there are a number of ways in which you can access our services at headspace Caloundra.

• You can make an appointment yourself
• You can have a friend or family member make an appointment for you
• You can make an appointment with your GP and ask them to complete the referral form for you
• A trusted professional from your school, TAFE, University or any other health or community service provider can complete the referral form or call on your behalf.
• If you are under the age of 16 years of age, we encourage you to bring along a parent, care giver or support person for your first appointment. 

Making an appointment

To make an appointment at headspace Caloundra: 

• You can call us on (07) 5222 4009
• You can email us at reception@headspacecaloundra.org.au
• You can drop into the centre at 3a/67 Bowman Road Caloundra during our opening hours.

When you call to make an appointment our friendly and helpful reception staff will take some details like your name, contact information and any Medicare information and then book you in to our next available time to see a clinician. You will then get a welcome pack explaining more. 

Scroll down to the drop-down tab; what to expect at headspace Caloundra to find out what happens in that appointment. 

While you can just walk-in to the centre to see someone, you may have to wait until a clinician is free so we prefer if you make an appointment. 

Our phone and email accounts are only checked during our opening hours. If you require immediate support, please contact:

• MH Call on 1300 642 255
• Kids Helpline on 18100 551 800
• Lifeline on 13 11 14
• Emergency Services 000
   

Cost 

Services are free. 

You don't need to have a Mental Health Treatment Plan (also known as a mental health Care Plan) before contacting headspace and coming in for your first appointment. If after your appointment, you and the clinician feel that this would be the best way to support you, then we can help you through getting a Mental Health Treatment Plan after you attend. 

Wondering what happens when you come to an appointment at headspace Caloundra?

Our friendly team at reception will greet you and help you with a few bits of essential paperwork, then you can make yourself comfortable in our waiting room and your clinician will come to meet you.

Do my parents need to come with me?

Although we feel it's great if parents can come and support you, we also understand this may be difficult for many reasons. Therefore, your parents don't have to attend appointments with you. You can attend by yourself or you may want to bring someone else that you feel comfortable with to join the session. If you’re 16 years or under we will require consent from a family member or guardian to attend. 

headSTART is what we call our pathway into services provided at headspace Caloundra, it is based on a very well researched model called "single session thinking". This research found that more often than not, between 1 and 3 sessions is enough to support someone with their current situation and difficulties. 

The clinician will work with you to keep the questions and assessment to a minimum and focus on providing strategies and tools straight away. 

This pathway helps us to keep the wait time for an appointment with a clinician to two weeks and under so you can get support when you need it. 

Should you and the clinician agree that you need additional support, they’ll work with you to map the best pathway and link you to services that will best meet your needs. This could be with Practitioners or programs within headspace Caloundra, or with other local services and specialists. Should we think another service would be more suitable, we will make that referral and paperwork for you, and if you think it would be helpful we can support you as you move across and meet new people.

While we are best known for our mental health support, we also offer services to support overall well being:

Youth Outreach Drug and Alcohol through Lives Lived Well for alcohol other drugs support

headspace Work and Study for support with employment, school and uni/tafe

hAPI survery - what are they and why are they important?

To be able to continue providing a completely free service it is important that we collect some basic (de identified) information for every appointment. It is also important that we collect information about how you are going to best be able to support you, and if you come to see us more than once we can see how you are going and whether what we are doing is helping so we can respond and change where needed. The way we do this at headspace is through a centralised platform called hAPI. 

Before any appointment at headspace Caloundra, you will be asked to complete a "hAPI survey", you will be unable to complete it on your phone so we have access to an iPad in the centre and staff will be able to assist you to complete them. 

In addition, some of the information you provide is used in an unidentified way to show the government, the headspace network and our funders what services are needed here on the Sunshine Coast. 

The survey takes about 10 minutes to complete the first time but is quicker for any subsequent appointment. 

Our team are experts in their field, with a specific interest in the unique experiences and needs of young people. Meet the team: 

Angela - Centre Manager

Immy - Clinical Lead 

Jamie - Reception

Christine, Kendyll, and Zoey - Mental Health Clinicians

Paul - Community Engagement Coordinator 

Other services provided by:

YODA at Lives Lived Well (Alcohol and Other Drug Counselling)

headspace Work and Study (Vocational Support) 

Lead Agency:

Lives Lived Well - more information at their website here: Lives Lived Well

headspace Caloundra is not a crisis service and we cannot guarantee that we can respond in an emergency.

For urgent assistance, please contact;

Emergency services 000
If you need immediate help or are at risk of harm to yourself or others, call 000 now

Lifeline 13 11 14
Confidential service providing support to anyone in Australia who is feeling overwhelmed, having difficulty coping or thinking about suicide

Kids Helpline 1800 55 1800
Australia's only free support service specifically for children and young people aged 5 to 25 years, offering confidential and private counselling and mental health and wellbeing information and referrals

13YARN  13 92 76
The first national crisis support line for mob who are feeling overwhelmed or having difficulty coping. Confidential one-on-one with an Aboriginal or Torres Strait Islander Crisis supporter. 

1300 MH CALL – 1300 64 22 55
A free, 24/7 service offering advice and information in a mental health emergency or crisis.

Other Services and Resources

Head to Health
Head to Health is a free, confidential service that helps all Australians access the mental health and wellbeing services that are right for them.
Whether you are looking for mental health support for yourself, someone you care about, or just trying to improve your wellbeing – Head to Health is a good place to start.
They can help you navigate and choose the most suitable care options, whether that’s face-to-face, via phone, or online.

Find out more about Head to Health here 
Please note; Head to Health is not an emergency or crisis service.

headspace online services
headspace has developed online resources that can be accessed by setting up your own free and confidential account 

Through this account you can access: 

• 1:1 support with a mental health clinician online or on the phone (9am – midnight, NOT a crisis service)
• Weekly online clinician led community chats on specific topics
• Peer chats to connect with others experiencing similar issues
• Online tools and resources to build your own personalised toolkit
• Work and Study specialist support

Create your headspace account 

Are you aged between 15 and 25 and live in Caloundra or surrounds? Do you have something to say about health, mental health, and drug and alcohol issues?

headspace Caloundra's Youth Advisory Council (YAC) is a group of passionate young people who work with our centre to give guidance and feedback, collaborate on events and campaigns, create social media and help make sure young people’s voices are being heard. 

To find out more information or to join the YAC, check out our Youth Advisory Council.

Accessibility

headspace Caloundra has been built to ensure people of all abilities, there is wheelchair access throughout the toilet centre including the toilets.

Transport Options

headspace Caloundra is accessible by public transport with a bus stop (Route 605) outside the centre. You can plan your journey through Translink.

If you are driving here, there is a carpark behind the centre which is accessible via Bowman Rd and plenty of parking around the centre and it's all free.

If you need further help or are struggling to afford transport, please speak to our reception team by calling (07) 5222 4009.

At headspace Caloundra we take your privacy very seriously and anything shared with us is confidential. We keep all your information on a secure database which is only available to headspace Caloundra staff. The law stops us from sharing your information outside these people unless we have your permission. For more info, read the headspace privacy policy.

Sometimes you do not want us to share your information and we respect that, however there may be times when we need to talk to someone without your permission, such as: if you or someone else is at significant risk of harm or if the law requires us to do so. We will always let you know if this needs to happen. For more info, read the headspace duty of care.

headspace Caloundra welcomes feedback, compliments and complaints from young people, their friends and family. Sharing your experience and ideas helps us to know what we’re doing well, and how we can make improvements. 
 
You can do this by; 

• Filling in the feeding the suggestion box in the waiting room
• Speaking to a team member in the centre
• Phoning us on (07) 5222 4009
• Emailing us at reception@headspacecaloundra.org.au  
• Sharing online via Care Opinion
• or via headspace national office feedback  
   

Providing feedback or making a complaint will not impact your care or access to services. 
We appreciate your willingness to provide this valuable feedback so that we can provide the best possible care and experience to young people and their families.