Take the time you need
Read through the FAQs to find out more about what happens once you call or engage the chat line.
This service is not for people in crisis. If your need for help is urgent, please call 911.
How long will this take?
Please ensure you have at least 30 minutes to chat before you begin, especially if you want to speak with a counsellor immediately, and that you are in an environment without distractions.
- It just takes a few moments to type in “Agree” and give your name, age and phone number in order to open the chat and start a conversation with a care representative: 5 minutes
- Answering questions to establish a secure personal file with a care representative : 5 – 10 minutes
- Wait time for immediate counselling – 5 – 10 minutes (depends on time of day and availability of counsellors)
- Immediate counselling time – determined on case-to-case basis.
- Follow up sessions ( up to 5) are reserved between you and the counsellor.
Do I need a credit card?
No, never. The Parent Support Hub counselling services provided by TELUS Health are available at no cost to you. You will not be asked for a credit card or any payment at all.
Who is on the other end?
A real person is on the other end. Care representatives are available 24 hours a day / 7 days a week to answer your call or chat with you online. They are there to prepare your secure personal file and guide you to the appropriate resources or counselling that will support your questions.
What happens if I get cut off?
Care representatives will try to get back in touch with you, but you are always free to call back or access the chatline at any time.
Will I have access to counselling?
Yes, after an initial conversation with the care representative to open a secure personal file. First, they will ask a series of questions to help the counsellor identify you correctly when/ if they call you back for future counselling sessions. The care rep will direct your call to a counsellor for immediate attention if required, or to enable you to schedule short term counselling sessions. The Parent Support Hub does not replace long term counselling or addiction treatment.
What about my privacy?
We take your privacy and security very seriously. Please consult our privacy policy for more information. Your discussions with the care representatives and counsellors as well as the records of your use of this service are completely confidential. Information will not be shared with any party without your written consent.
Whenever you’re ready, we’re here for you – at no cost, 24 hours a day, 7 days a week.
