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8 Million contacts • 27 years

Kids Helpline has been helping Aussie kids for 27 years.

Young girl and mother smiling

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 27 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 8 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 27 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.

Our Milestones

1991

Officially opened in March, 3,200 young people called on the very first day

1991

Had answered 90,000 calls in its first year

1993

Expanded to become a national service and had registered over 1 million calls from young people

1999

Introduction of email counselling support

2000

Launched Kids Helpline WebChat live counselling

2018

Celebrating 27 years of service. Registered 8 million contacts from young people

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

Our Policies

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.
 

Learn more

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. 79% of this comes from the community, with the primary source of income being funds raised through the yourtown Prize Home Art Union.

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Research Partners

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 partner with the Black Dog Institute (and Sydney University), to develop and pilot a world first. KHL Circles are online peer to peer support groups (moderated by Kids Helpline counsellors) to assist young people to improve their self-management of mental health concerns.

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 partnering with Sydney University (and Black Dog Institute), to develop and pilot a world first. KHL Circles are online peer to peer support groups (moderated by Kids Helpline counsellors) to assist young people to improve their self-management of mental health concerns.

Young and Well CRC

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.