If you are waiting for a call or an appointment, please check out some of the community resources below:

Helplines:

eheadspace - 1800 650 890 - Free confidential, over the phone or online counselling service provided by headspace that helps young people who don't feel ready to attend a headspace centre or who prefer to talk about their problems to a clinician via phone call or online support. 

Kids Helpline - 1800 551 800 - Free, confidential counselling service available any time of the day or night by phone or webchat for young people 5-25 years. 

Beyond Blue - 1300 224 636 - Free online support. Call or chat online with a counsellor at any time. Support Service is available 24/7. 

Online Forums:

Beyond Blue - The Beyond Blue forums are a supportive place to connect with people who are going through similar experiences to you. You can read other people's stories, ask for advice or share your own experience. https://forums.beyondblue.org.au/ 

Reach Out - ReachOut Forums is a supportive, save and anonymous space where people care about what's happening for you, because they've been there too. There are supports available for young people, parents and carers and schools. https://au.reachout.com/#young-people

Websites:

eheadspace - Free, confidential, over the phone or online counselling service provided by headspace. 1800 650 890 or at Online & Phone Support.

Kids Helpline - Free, private and confidential 24/7 phone and online counselling service for young people aged 5-25 years. 1800 55 1800 or kidshelpline.com.au

ReachOut - Online resources and support for young people under 25 going through a tough time. au.reachout.com

Medicare Mental Health - Wherever you are on your mental health journey, Medicare Mental Health is here to help you find the information, resources, and services that most suit your needs. https://www.medicarementalhealth.gov.au/   

Hello Sunday Morning - Website and app that support young people cutting back or taking a break from alcohol. hellosundaymorning.org

The Brave Program - Online program to support young people aged 8-17 with anxiety. brave4you.psy.uq.edu.au/

Clear Your Vision - Online program to support young people to reduce their cannabis use. cannabissupport.com.au/treatment/tools-to-quit/clear-your-vision

Act, Belong, Commit - An online campaign and app encouraging people to promote their own mental wellbeing by being active, connecting with others and creating purpose in their life. https://www.actbelongcommit.org.au/ 

Blogs:

Personal Best - Find information, stories, tips and strategies to inspire you to achieve your all-round personal best.https://www.beyondblue.org.au/personal-best 

Apps:

BeyondNow App -  This is a safely planning app that you can work through if you're having thoughts of suicide. beyondblue.org.au/get-support/beyondnow-suicide-safety-planning

Smiling Minds - A website and app teaching Mindfulness Meditation to young people (7-22 years), and adults https://apps.apple.com/au/app/smiling-mind/id560442518

Breakup Shakeup - App that supports young people going through a relationship break up. iTunes.apple.com/au/app/breakup-shakeup/id1017200579?mt=8

For more tools and apps click here

It doesn’t matter who you are or where you live, headspace work and study is tailored 1-on-1 support and advice on everything from study and education options to job hunting. Headspace Work and Study Online supports you to develop the skills and confidence to reach your work or study goals. Support is available for approximately three months, depending on your needs. It’s all online – headspace Work and Study Online use webchat, video chat, or phone call – so you can access support however you’re comfortable and it’s totally free!

We can help you:

• Identify your strengths
• Learn about yourself and what career you might like to pursue 
• Decide on goals that work for you and the steps to take to reach them
• Build your capacity to take on new challenges like a new job 
• Write job applications, resumes or course entry forms 
• Prepare for job interviews 
• Accessing support funding and services (NDIS, HECS, Centrelink) 
• Understand your workplace rights 
• Balance your mental health and wellbeing with work or study. 

If you want more information about our headspace Work and Study Online program, click here

Online Support 

headspace Work & Study Online Support provides tailored 1-on-1 online support with a work and study specialist, accessible from anywhere in Australia. Connect via video calls, webchat or phone. Available for 15 - 25 year olds 

Book appointment here 

Online Career Mentoring 

Kick-start your career through online mentorship with an experienced working professional. They'll share career insights to support your professional journey. Connect 1-on-1 through video call. Available for 18 - 25 year olds. 

Book appointment here 

headspace Emerald is committed to providing the best possible service to young people, their family and friends. We welcome and value your feedback so we can improve the services we provide.

Give us feedback directly:

• Online Feedback Form (this is the best way to ensure we get your feedback)
• Call: 1800 950 722
• Email: headspace.emerald@anglicarecq.org.au with the email subject "Feedback" 
• Via the feedback box in the centre

Additional Feedback: 

• Friends & Family: headspace Emerald Friends and Family
• Social Groups: headspace Emerald Social Groups
• hNOW: headspace National Online Worker (hNOW)
   

Contact our Lead Agency:

Compliments, Complaints and Feedback can also go through our Anglicare Central Queensland Qld (Lead Agency) here

Family and Friends can also provide feedback to headspace National:

Family & Friends Satisfaction Survey

Thank you - we appreciate the thought and time that goes into providing all kinds of feedback.

 headspace Emerald is committed to providing family inclusive services to young people and their family and friends. 

We know that family and friends often encourage the young person to seek help and play a significant role in supporting change. Family and friends are also often the first to notice a change in a young person's emotions or behaviour. 

You can read through our Family and Friends Welcome Pack here. 

There are plenty of resources available to support you and your young person through this journey. check out the resources below!

• By their side

• Self-care for family & friends

• headspace Fact Sheets 

• i'm supporting a young person

Partners in Parenting 

headspace, in partnership with Monash University is offering an evidence-based online parenting program designed to help parents and carers build skills and confidence in supporting their high school-aged young people's mental health and wellbeing. 

Partners in Parenting also covers more common parenting challenges, such as communication, managing strong emotions, boundaries, conflicts and staying involved in your young person's life while they navigate their independence. 

This program includes 

• 10 online modules explore
• Complete these modules in any order and at your own pace
• Each module will only take around 15-25 minutes to complete 
• Optional reflection questions which can help to recommend specific modules for you

click here for more information. 

Friends and Family of headspace Reference Group

We are taking enquiries for our Friends and Family of headspace Reference Group. Our Friends and Family of headspace Reference Group is made up of diverse members who have lived experiences of supporting a young person through mental health services. The group provides strategic direction and advice to the headspace Emerald service. This includes discussions on youth mental health and wellbeing related topics, improvements to the service and innovating on family and friends' engagements with the service. 

To find out more information or express your interest in our Friends and Family Reference Group, get in touch with our Community Engagement Worker, on 1800 950 722 or email headspace.emerald@anglicarecq.org.au 

 Our Rainbow Pack is made up of a stack of useful resources we've found from different groups and organisations to support LGBTQIA+ young people. 

It includes:

• Information on pronouns, navigating relationships, sexuality and more. 
• Stories from other LGBTQIA+ young people. 
• Info on where to go to get more information and support online or in person. 

The aim of this pack is to help you and your loved ones along young journey no matter what point you are at. 

Most importantly, we want you to know that headspace Emerald is a safe place and we want to support you. Call us on 1800 950 722 if you would like to speak to someone. We're here to help. 

Resources:

• Trans 101: Gender Identity Crash Course (from YGender and Minus18)
• What is gender identity (headspace)
• Understanding sexuality and sexual identity (headspace)
• What are pronouns and why are they important? (Minus18)
• qheadspace (headspace)

For more resources check out:

• Minus18 - Youth focused education, language guides and excellent parent resources
• Twenty10 - has articles for you to access and hear other people's stories. 
• ReachOut- has articles for you to access and hear other people's stories. 
• QLife - Anonymous LGBTQIA+ peer support (phone and webchat from 3pm to 9pm every day) and has a variety of resources and services available for you to access nationally as well as specific services available in each state and territory. 
• LGBTIQA+ Inclusive Language Guide 
• Gayawur Rainbow: Affirming care for LGBTI Well Beings
• Many Genders One Voice: Advocacy organisation providing education and resources around gender diversity and safe binding practices.
• Rainbow on the Reef: join the Facebook page for community connection.

Resources for Friends and Family:

• Families Like Mine (Beyond Blue)
• How to support someone coming out (Minus18)
• Understanding gender identity - for family and friends (headspace)
• Understanding sexuality and sexual identity - for family and friends (headspace)
• Rainbow Families: Support for LGBTQ+ parents, carers and extended families. Includes a moderated Facebook community and resources that can help when wider family dynamics become tricky. 
• Transcend Australia: Peer-led parent support network for families of transgender, gender diverse and non binary young people. Family support through Transcend Australia can be found here.
• PFLAG Australia: PFLAG+ groups support parents, guardians, carers and friends of the LGBTQIA+ community across Australia.  

Privacy and Confidentiality

Confidentiality policies can be confusing but it is also really important in developing a professional relationship with young people and this will be discussed early on during the your first appointment.

We work at your pace and involve you in all decision making. We will talk about this with you and keep you informed at all times. What you tell us won't be shared with anyone else unless you say so, or if duty of care applies (see below).

Your Safety Comes First

You have the right to feel safe, respected, and listened to. We follow the Queensland Child Safe Standards, which means:

• We take your safety seriously
• We listen to your views and include you in decisions
• We act quickly if we are worried about your safety

Your Privacy

What you tell us is private, and we will protect your information. We will:

• Explain things in a way that makes sense to you
• Ask for your permission before sharing information (when we can)
• Keep your information safe and secure

When we must share information

Sometimes we must share information to keep you or others safe. This is part of our legal responsibility. We must act if:

• You are being hurt, abused, or neglected
• We believe you are not safe
• You might hurt yourself or someone else
• The law or a court tells us we must share information

This is called mandatory reporting and duty of care. If we need to share information, we will:

• Try to talk to you about it first
• Explain what will happen next
• Support you through the process

Working with other people

Sometimes we work with other services (like schools, doctors, or support workers) to help keep you safe and supported.

• We will involve you in these decisions
• We will ask your permission where possible

How we use your information

We collect information about you so we can:

• Support your care and wellbeing
• Work with you to plan the best support
• Improve our services

Sometimes, we use information (without your name) for reports and to help improve services across Australia. You can:

• Ask to see your information
• Ask us to fix anything that is wrong
• Change your mind about consent at any time

Keeping your information safe

We keep notes so we can support you properly.

• Your information is stored securely
• Only authorised workers can access it
• We follow privacy laws and child safety rules

Your Choice (Consent)

Getting support is your choice. We will:

• Give you clear information so you can decide
• Respect your decisions
• Answer your questions

If you are under 16:

• A parent or guardian will usually give permission
• In some situations, you may be able to consent on your own

If you are 16 or older:

• You can usually decide for yourself
• We will support you to involve others if you choose

Your Voice Matters

Under the Child Safe Standards, you have the right to:

• Speak up and be heard
• Ask questions
• Feel safe to share concerns or complaints

We will listen and take you seriously.

Need help or feel unsafe?

Tell a worker you trust. We are here to help keep you safe.

Is there a cost to access headspace Emerald?

No, there is no fee associated with accessing any of our services at headspace Emerald. 

headspace Emerald also supports fee access to local GPs including MHCP and 291 referrals. 

Do I need a referral or Mental Health Care Plan? Can anyone refer to headspace?

No, anyone can get the referral process started for the young person. However, it is up to the young person if they wish to engage with our service.

What is the age group for accessing headspace services?

Our age group is 12 - 25 years

Where are you located?

We are located at 65 Hospital Road, Emerald (Right next door to Pizza Hut).  

For wheelchair access we recommend access from the front car park

 Can I choose to see only a female or male clinician?

Yes - when you talk with a headspace worker, it’s important that you feel safe and comfortable. Some people prefer to seek support from someone of the same gender, or someone who understands their cultural background. We’ll do our best to make sure this happens.

Can I choose to switch Clinicians?

Yes, everyone works differently so it's about finding the right "fit". If you don't feel like you are making a connection with the Clinician you are seeing, please let us know and we can look at other Clinicians that will be better suited. You can either speak to your Clinician if you are comfortable or speak to your Youth Access Worker or one of our Admin staff.

Do I need a Medicare Card?

You don't necessarily need a Medicare Card as there are different support pathways at headspace Emerald. Some services such as GP or seeing a Private Practitioner under a Mental Health Care Plan require this. Your Youth Access Worker will let you know if this is required for your support.

Is my information confidential? 

When you talk to a headspace worker what you say is kept confidential. This means nothing you say can be passed on to anyone else without your permission however there are a few exceptions.

• If we think the young person is going to hurt themselves or someone else we can pass on information with the aim of preventing this from happening.  
• If we believe that a young person is at risk of, or has been seriously harmed by others, then we must contact the appropriate services.
• If information is subpoenaed for a legal purpose

This means they might have to share their concerns with someone else. Talk to your headspace worker about confidentiality to ensure you understand how it works.

If you need immediate medical attention, call 000 or call Lifeline on 13 11 14 or Kids Helpline on 1800 55 1800.

How can headspace help me?

headspace can help if you: 

• Are feeling down, stressed or can’t stop worrying
• Don’t feel like yourself anymore
• Can’t deal with school/uni/ work or are finding it difficult to concentrate
• Are feeling sick or worried about your health
• Have questions about, or want to cut down on alcohol or other drug use
• Want to talk about sexuality, gender identity or relationships
• Are having difficulties with your family or friends
• Have sexual health issues or want information about contraception
• Are being bullied, hurt or harassed
• Are worried about work or study or if you’re having money trouble
• Need someone to talk to
• Getting support can help you to keep you on track at school, study or work, and in your personal and family relationships. The sooner you get help the sooner things can begin to improve for you.

What if I'm not ready for a face-to-face appointment?

The first step is making contact with headspace either by phoning, emailing, or dropping into the centre. Once you have made contact, reception will process the information and send it through to the Youth Access Worker. The Youth Access Worker will then make contact with you. If you're not ready for a face-to-face appointment, eheadspace may be a good place to access support. Our Youth Access Worker can discuss this with you.

What are the wait times like?

At headspace Emerald, we don't have a waitlist to get started. Once you reach out, we'll connect you with support as soon as possible. 

What happens when I go to headspace?

At your first appointment, we'll ask you to:

• Complete a registration form
• Complete a brief survey on an iPad (called a hAPI)
• See a headspace worker for a first appointment (usually about 60 minutes)
• Read through and sign a consent form
• Together we figure out what you want help and make a plan to help you get there

After that first appointment, what happens next depends on what you want and your plan. (You can make changes to your plan at any time).

Some people get what they need after just one appointment. 

Other people want further support. This could include:

• More appointments with a headspace Clinician or Mental Health Clinician at headspace Emerald
• Access to a GP and/or nurse for physical and mental health challenges 
• Telepsychiatry Referrals and support
• Work and study support
• Alcohol and other drugs support 
• Participating in headspace workshops and groups
• Linking you to other organisations in the community that can help you with your goals

headspace Application Platform Interface (hAPI)

As part of providing support, headspace will need to collect and record personal information about you that is relevant to your situation. The personal information will be recorded in a secure headspace database called headspace Application Platform Interface or hAPI. Each time the young person attends headspace, they will be asked by reception if they would like to complete a hAPI  Survey on an iPad. These surveys are voluntary so if they don't feel like completing them each time they come in, then they don't have to. The client can also choose to skip questions or sign out at any stage during the survey.

The information will be used by headspace staff in their sessions with you to help provide you with the best support possible. It will also be used by headspace National Office to evaluate, conduct research and report on how well headspace is providing health services to young people. These activities will help us understand the characteristics and needs of young people using headspace services to make our service better. The data that will be used or disclosed by headspace for evaluation, research and reporting purposes will not identify individuals. Client's names will be removed and combined with information from other young people attending headspace. The information collected will be securely stored. Headspace staff will always ask for your permission before sharing this information with headspace National Office.  

If you have any questions regarding the hAPI Survey, please ask our friendly staff.