What happens when you call the Mental Health Matters Helpline?

Please note, the Mental Health Matters helpline is available for those who have accessed any of our services nationwide.

When you're struggling with your mental health, feeling lonely or isolated, or unsure where to turn, reaching out can take immense courage.

Taking that first step isn't always easy, it can feel overwhelming, and it's natural to hesitate or change your mind along the way.

But when you're ready to talk and share how you've been feeling, please know that you're not alone.

We're here to listen, support you, and walk alongside you every step of the way.

You can reach out via helpline or webchat

We understand that it can feel really difficult to talk about how you're feeling, especially with someone you don't know. For some people, it feels easier to write things down first and that's completely okay. That's why we offer two ways to get in touch with our helpline: by phone or through webchat. Both options are available 24/7, so you can reach out in a way that feels most comfortable for you, whenever you're ready.

When you call, you'll hear a welcome message first

When you call us, you'll first hear a welcome message. We know this can sometimes feel like a lot of information all at once, but it's there to help you understand the support we offer and what to expect. It also shares important details about who to contact if you're in crisis (call 111 and select option 2), and how you can opt out of call recordings, if you prefer. Take your time listening, you're in control, and we're here to support you.

Online, you'll be welcomed with an automated message

When you use our online chat, you'll be welcomed with an automated message that explains the service and gently asks for a few details, such as your gender, ethnicity, and what you'd like to talk about.

We understand that sharing this information can feel personal, so please only share what you feel comfortable with, but we do need at least, your name, phone number and area you are contacting us from. Taking a moment to read through and respond as fully as you can helps us understand your needs and offer support that feels personal, respectful, and centred around you from the very beginning.

There may be a short wait before you’re connected

At times, our phone lines and online chat can be very busy, which may mean there's a short wait before you're connected with one of our support workers. We understand that waiting can be difficult, and we really appreciate your patience.

If you're calling, you'll have the option to join our call back queue. By leaving your details, we can return your call as soon as you reach the top of the queue. If you're unable to stay on the line, this can be a helpful way to make sure you still get through to someone. Hanging up and calling again may mean losing your place in the queue and waiting longer for support.

If you're using online chat, you'll receive messages to let you know you're still in the queue. If you're able to keep the chat window open, someone will be with you as soon as possible.

Once connected, you can ask for an interpreter

When your call or chat is answered, you'll be connected with one of our trained support workers.

If English isn't your first language, you can ask for an interpreter as soon as you connect with us. We understand how important it is to feel comfortable expressing yourself, and we want to support you in the way that works best for you. It may take a few minutes to arrange, as we work with an external provider, but we'll do everything we can to connect you with an interpreter as quickly as possible so you can access the support you need.

You might feel more comfortable speaking with someone of a particular gender, and that’s okay

Our helpline is supported by a diverse team of both male and female support workers, all here to listen and support you. We understand that everyone's experiences are different, and there may be times when you feel more comfortable speaking with someone of a particular gender, especially when discussing sensitive or personal topics.

Your comfort matters, and it's absolutely okay to let the support worker know how you're feeling. If you would prefer to speak with someone else, you're welcome to end the call and try again when you feel ready. While we're not currently able to transfer calls, we will always respect your preferences and support you in finding a way to talk that feels right for you.

You can talk openly about how you’re feeling

We're here to offer a safe, supportive space where you can talk openly about how you're feeling. Alongside emotional support, we can share helpful information, and, if it feels right for you, connect you with veteran-specific organisations for additional support.

We can also offer gentle guidance if it would help, such as grounding or distraction techniques to support you in the moment.

If you feel you might need a different kind of support, we'll do our best to connect you with other services or organisations that may be able to help. You don't have to figure it all out on your own we're here to support you in finding what feels right for you.

Every conversation is different

As you can imagine, our helpline can be quite busy at times. To help us support as many people as possible, we aim to keep calls to around 20 minutes each day.

That said, this is only a guideline, not a strict limit. Every conversation is different, and we will always respond to your individual needs. If you need a little more time and support, we will do our best to offer that, so you feel heard and cared for.

The most important thing to remember is that you are not alone. If you are struggling with your mental health, there are support options as well as the helpline that can help you understand what you're feeling including:

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