Life issues

Frequently Asked Questions about phone appointments (Telehealth)

15 Apr 2020
hsIllustration Talking on phone

In response to the current situation with COVID-19, we have adjusted our service delivery to phone counselling (Telehealth). We have put together some Frequently Asked Questions about our Telehealth services which are handy to read before your session. If you have any other questions please ask your headspace worker or email them to us here. 


What is telehealth?

Telehealth allows you to talk to a headspace counsellor through a phone or video call rather than seeing them in person. The headspace counsellor will listen and help you with strategies to get through tough times.

What can I get help with?

headspace can provide advice if you feel isolated or worried, or if you’re struggling with the changes in your home, school or work. Our counsellor will listen and provide strategies for any mental health challenge you are experiencing.

Why have headspace Geelong transitioned to phone services?

We’ve taken this step to ensure the safety of young people, their family and friends, and staff working in our headspace centres due to COVID-19.

How do I make an appointment?

Call headspace Geelong on 5222 6690 to make an appointment.

What equipment do I need for my appointment?

A mobile or landline is required. It’s a good idea to charge your phone before your appointment. Try to find a quiet place in your home, outside in the yard or even go for a walk.

Is phone and online as effective as in person counselling?

Yes, phone and online counselling services are an effective way of supporting young people to understand and manage their mental health issues. In fact, headspace has provided mental health support to young people online and via the phone for over 10 years.

Phone and online counselling (telehealth) sounds strange, what if I’m not comfortable with it?

For some people, it can be strange at first, however your counsellor will help you feel comfortable and become familiar with the process. Phone and online services can be a positive experience, as people may feel less self-conscious. If you’re not comfortable, let your centre know. Once they understand your challenges they’re much better placed to address them and support you to access sessions in a way that works for you. eheadspace is a great alternative for people who prefer web chat to talking on the phone.  

What if I want more online supports?

headspace has a range of ways that young people can connect digitally. Have a look around the website to see what’s available: group chats, interactive resources, supportive online communities, and lots of great mental health resources. 

What information do I need to share in the appointment?

You can share whatever information you choose. Accessing phone or online appointments doesn’t mean you need to share any more or less than you feel comfortable. Ensuring you feel safe, and that you trust the headspace worker and the platform, remain our highest priorities. Ask any questions you might have in relation to privacy, or confidentiality and your headspace worker can help.

Do I need a GP referral?

No, you can make an appointment yourself, your family or a worker can make it for you or you can get a referral from your GP.

Do I need my parent’s permission?

You can generally make decisions on your own about your treatment but in some cases we may need a parent or legal guardian to give consent for you to access a particular service (e.g., if you are under a certain age). If you would like more information about our consent process, please speak to a headspace worker.

What if my family are at home?

Try to find a quiet place, preferably one by yourself, where you feel comfortable chatting and won’t be as distracted. I f you can’t find a space inside, maybe try your backyard.

If you’re comfortable, let your family know you are on a call and ask for some space. If this feels too much, please let your worker know so that they can support you to figure out how best to manage this.

Are the online and telephone services confidential?

Yes, headspace is committed to protecting your privacy. When you talk to someone at headspace nothing said or written can be passed on to anyone outside the headspace team without your permission. There are a few exceptions, such as if we are concerned about your safety or the safety of someone else. In these instances, the headspace worker will try to talk to you first about what needs to happen and what additional supports you may need to help you be safe.


When should I get help?

If you ever feel unable to cope because of overwhelming or intense emotions, or if you have any thoughts of harming yourself, then ask for help immediately.

National 24/7 crisis services

• Lifeline: 13 11 14 or

• Suicide Call Back Service: 1300 659 467 or

• beyondblue: 1300 224 636 or

Additional youth support services

• headspace: visit to find your nearest centre or call eheadspace on 1800 650 890

• Kids Helpline: 1800 55 1800 or

• ReachOut:

• SANE Australia: 1800 187 263 or

Talk with a trusted adult, such as a parent, teacher, school counsellor or make an appointment with headspace Geelong by calling 5222 6690

Speak to your local doctor or General Practitioner (GP) and help make a plan for your recovery. Or you can search for a health service and GP on healthdirect.