Kids Helpline is Australia’s only free, private and confidential 24/7 phone and online counselling service for young people aged 5 to 25.
For 26 years Australia’s kids and young people have been turning to our professional, specialised counsellors, no matter who they are, where they live or what they want to talk about.
Over this time, we have responded to over 7.5 million contacts. For some young people, connecting with Kids Helpline has been a life-saving experience, while for others it’s about practical help and emotional support at the critical moment they need someone to listen.
A lot has changed in 26 years.
Our communities have changed, the issues kids face have changed, and the ways our counsellors engage with and help young people have changed.
What hasn’t changed is that Helplines make a difference to the emotional wellbeing and lives of our kids every single day — ensuring young people know they are not alone.
Values & Beliefs
The two main values that underpin Kids Helpline practice are empowerment and child centred practices.
Counselling from an empowerment perspective
Involves supporting and working with young people to:
- Develop options for change
- Understand the consequences of particular actions
- Help identify their own resources and inform them about other resources available
- Help develop a sense of control in their life
- Utilise their strengths
Providing a child centred practice
Involves supporting and working with young people through:
- Listening to and respecting what the young person has to say
- Focusing on their needs
- Seeing the world from their perspective
- Believing that the young person is the client
- Respecting the young person
Our 5 Operational Principles
Privacy and confidentiality
All young people are treated with respect
All young people can choose the gender of the counsellor they speak to
Young people are able to access the same counsellor if they wish to call back
Young people are encouraged to give feedback about Kids Helpline & the service they receive
Commitment to the Care and Protection of Young People
We are committed to providing services that protect and keep children and young people free from harm.
At all times children and young people are supported and encouraged to have their voices heard, to seek justice and to access counselling and other support services in order to overcome the impacts of harm.
Child and Youth Risk Management Strategy
Kids Helpline maintains clear policies and procedures to ensure appropriate risk management strategies are in place as part of our commitment to the safety and well-being of children and the protection of children from harm.
These include a code of conduct for interacting with children and young people, the recruitment and training of staff and the handling disclosures or suspicions of harm.Learn more
Our service is for the community, funded by the community.
Kids Helpline costs around $11 million a year to operate. 78% of this comes from the community, with the primary source of income being funds raised through the yourtown prize home art union.
Young people’s help seeking behaviour is dynamic and is reflective of the technology and times. By partnering with leading research organisations we produce evidence to inform and develop services that improve both reach and effectiveness.
We are partnering with QUT on research that will develop new online interactive technologies. Together, we are exploring ways to help young people build relationships, manage mental health and thrive.
We are proud to be part of this collective, working with other network partners to develop new online engagement and intervention tools. Together we uncover ways to support young people in strengthening their emotional wellbeing.