Reaching out for support can feel scary, especially if you've never done it before. Here's what you can expect when you contact a helpline.
What are helplines?
Helplines are services where you can talk to someone about what you're going through. Most are free to contact, and many are available 24/7.
Depending on the helpline, you might connect by:
- Phone — Talk with someone directly
- Text/SMS — Message back and forth
- Online chat — Chat through a website
Who will I talk to?
Helplines are staffed by different types of people, depending on the organization:
Trained counselors
Professionals with training in crisis support, mental health, or specific issues like domestic violence.
Trained volunteers
People who have completed training programs in active listening and crisis support.
Peers
People with lived experience who understand what you might be going through.
What happens when I reach out?
- You'll be connected. You might be put on hold briefly during busy times. If you can't get through, try again later or try a different service.
- They'll ask how you are. You can share as much or as little as you want.
- They'll listen. Helpline staff are generally there to listen and support, not to judge.
- They might ask questions. This helps them understand your situation better, so they can support you.
- You can end the call anytime. You're in control. If you need to hang up, that's okay.
What can I talk about?
Different helplines focus on different issues. Some are general, while others specialize in specific topics like domestic violence or LGBTQ+ support.
People reach out about all kinds of things:
- Feeling overwhelmed, sad, or anxious
- Thoughts of suicide or self-harm
- Difficult life situations (relationships, work, school)
- Abuse or violence
- Grief and loss
- Loneliness or isolation
- Supporting someone else
- Just needing someone to talk to
Is it confidential?
Most helplines treat your conversations as confidential, though policies vary by organization. Many won't ask for your name or personal details unless you choose to share them.
In situations where there's a risk of serious harm, some services may have a duty to take action. If you're concerned about privacy, you can ask the helpline about their confidentiality policy.
Not sure how to start?
You don't need to have the right words. Here are some things you could say:
You don't have to be "in crisis" to reach out
Most helplines aren't just for emergencies. If you're struggling, you deserve support — even if things don't feel "bad enough." Reaching out early can help prevent things from getting worse.
This directory lists helplines from many different organizations worldwide. Each service operates independently with its own policies and practices. We can't guarantee the availability or quality of any individual service.