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Kids Helpline

Updated: Jan 19, 2023

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About Kids Helpline

Kids Helpline is Australia’s only free (even from a mobile), confidential 24/7 online and phone counselling service for young people aged 5 to 25.

Qualified counsellors at Kids Helpline are available via WebChat, phone or email anytime and for any reason.

Since 1991, 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 8.5 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.

Our 5 Operational Principles 1. Privacy and confidentiality 2. All young people are treated with respect 3. All young people can choose the gender of the counsellor they speak to 4. Young people are able to access the same counsellor if they wish to call back 5. Young people are encouraged to give feedback about Kids Helpline & the service they receive.

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 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 Commitment to Safeguarding We're committed to providing services that protect and keep children and young people free from harm.

Commitment to the Care and Protection of Young People We seek to ensure that all children, young people and adults at risk are safe from harm, are respected and nurtured so as to reach their full potential in life.

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 wellbeing 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 of disclosures or suspicions of harm.

Safety info for kids Kids have a right to be safe, healthy and happy! Safety, care, kindness, love and respect are universal human rights. This means that they belong to everybody, without conditions. You don’t just deserve these things - you also have a right to them.




1800 55 1800



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