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What to expect in a call

Who answers the calls?
What will the counsellor ask me about?
What happens to my information?
Is it confidential?
Are calls recorded?


Who answers the calls?

Calls to Parent Line are answered by qualified and experienced Parenting Counsellors. Our counsellors have professional qualifications in areas such as social work and psychology, receive training in the latest parenting programs and keep up to date with research on parenting and child development.

What will the counsellor ask me about?

Our counsellors will listen to you and ask questions find out more about your situation and concerns. We will then suggest strategies and useful resources that are tailored to your needs.  We may also suggest referrals to services in your area. You can call as many times as you need.

The counsellor will ask you a few basic questions such as your postcode, your cultural background and how you found out about us.  We are happy to provide a service to you even if you do not answer these questions.

What happens to my information?

We don't ask for or keep any identifying information, case notes or client files unless there is a risk of harm to you or someone that you talk to us about, including a child.

We keep statistics on all calls, including caller location, call times, your cultural or ethnic background, the age of any children you talk to us about, general topics that are discussed in the call, how you heard about us and what information or service we provide during the call.

Is it confidential?

Callers to Parent Line can choose to remain anonymous and we will respect your privacy and confidentiality. Your counsellor will ask you a few basic questions such as your postcode, your cultural background and how you found out about us. We are happy to provide a service to you even if you do not answer these questions.

Parent Line is committed to helping families to develop loving and safe environments for children to grow up in. We are committed to ensuring that children are safe from harm. From time to time we may need to notify Community Services or the Police if we are concerned that a child may be unsafe. The counsellor will always work with you to find the best way to manage this if it does need to happen.

Are calls recorded?

We work hard to ensure that all of our counsellors provide a great service to everybody who calls.  From time to time we may record a call to enable a supervisor to provide the counsellor with feedback.  Once supervision is complete, the calls are always deleted from our system. If you don’t want your call recorded, just mention it the counsellor at the beginning of the call.