Webchat

To access these chat rooms you need to book an appointment to speak with a support worker at these times. This can be done here . From there, your support worker will send a text message offering an appointment for a date and time that suits you. If you need to cancel your appointment please contact your support worker within 24 hours before the agreed appointment.

Accessing the Chat Room

The link will be sent to you before the session and a text reminder will also be sent.

Your support worker will be available to talk with you at the prearranged time. From there, you can chat about what has been going on for you.

How confidential (private) are the webchat rooms?

Our online chat rooms do not record the sessions.

Your digital data will not be collected.

All support workers will be talking to you from a safe closed space.

Everything you say will remain confidential. This means we will not pass on any information about you to anyone else unless we think you are at risk of harm to yourself or someone else.

What will happen if we are concerned about your safety?

Your support worker will ask you to provide an emergency contact in case we are concerned about your safety (for example if you end the meeting suddenly without warning, or if you say something which makes us believe you are at risk of harm.

If your support worker remains concerned about your safety they must pass on this information to those who can help you, they would always try to talk to you about this first.

Online support boundaries

We are not an emergency service.

Agencies providing emergency support include.

Samaritans 116123

Breathing space 0800 838587

Between session contact

You will only contact your support worker through text to arrange appointments and they will reply during working hours.

What will happen if we lose our connection?

If the connection is lost a text message will be sent to you from your support worker to explain what has happened. If connection cannot be re-established an alternative appointment will be sent.

After an appointment

After an appointment it can feel like you are still caught up in the things you have talked about. It can be helpful to plan a ritual after which you will always follow after an appointment. This might be something like making a cup of tea, having a bath or a walk or listening to some music. Your support worker will help you with this.

Our Rescue Package has some links to apps which can also be helpful after a session.

What information about me do you keep?

Please see our privacy policy.

What if I something has gone wrong and I want to make a complaint?

See complaints policy.

Your voice

My counsellor was very supportive and understanding. I can’t express how much support she gave me.

April 2020