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   IS THIS OPTION RIGHT FOR ME?
   
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LIVE CHAT COUNSELLING

Published on March 25, 2021
 * services
 * counselling

Sometimes, it’s easier to share what’s on your mind in writing. Welcome to Kids
Help Phone’s Live Chat counselling service.

If you’d like to get support with something on your mind by writing online in
the moment, you can connect with a counsellor using Live Chat. It’s anonymous
and confidential. (To find out more about what that means, check out our online
chat service’s privacy policy.)

Our Live Chat service lets you connect online with a professional counsellor in
real time in English or French. Live Chat is open daily from 7 p.m. to midnight
ET. We’ll be accepting new chats until 11:15 p.m. ET only, in order to help
ensure that all conversations are responded to by midnight. If you’re using a
mobile phone, please avoid navigating away from the chat window — doing so will
end your chat session.

Ready to start your session with a counsellor?

Chat is closed: Open 7pm-midnight ET

Important note: Kids Help Phone’s services are only available to youth who live
in Canada. To access the support you need in the country you reside in, please
visit the Child Helpline International website.


HOW DOES LIVE CHAT COUNSELLING WORK?

 1. Choose the “Tap to Chat” button on your screen (you’ll see it during Live
    Chat’s daily open hours). You’ll be asked to fill out a short survey, and
    then you’ll be entered into a lineup to wait for a counsellor.
 2. A pop-up window will let you know where you’re in the lineup. You may have
    to wait for a counsellor to join the chat. The average wait time to connect
    with a counsellor is about 30 minutes. You may find it beneficial to use
    this time to think about what’s important to talk about with the counsellor.
 3. If you’re using a computer, it’s OK to open other web pages while you wait,
    but don’t forget to check the chat window from time to time. If you’re using
    a mobile phone, please avoid navigating away from the chat window — doing so
    will end your chat session.
 4. When it’s your turn to chat, you’ll see a message from a counsellor in the
    chat window. Please respond to the counsellor within one minute to keep your
    session active. An average chat session is about 45 minutes, but it’s
    important to go at your own pace.
 5. Please note that we’ll be accepting new chats until 11:15 p.m. ET only, in
    order to ensure that all conversations are responded to by midnight. We’re
    hopeful to respond to you if you’re in the queue by 11:15 p.m. ET.
 6. After your counselling session, you’ll have the opportunity to fill out a
    confidential and anonymous post-chat survey. Your opinions can help us
    improve our service for young people across Canada. Just click the “X” in
    the top right corner of your chat window to view and complete the survey.
    Thank you!


FREQUENTLY ASKED QUESTIONS

Do you have questions about Kids Help Phone’s Live Chat counselling service?
Check out our FAQ below for more information!


WHAT ARE SOME IMPORTANT THINGS TO KNOW ABOUT LIVE CHAT COUNSELLING?

Kids Help Phone’s Live Chat counselling service is anonymous and confidential.
(To find out more about what that means, check out our online chat service’s
privacy policy, which includes information on duty to report.) During a
conversation, one of our counsellors will listen and ask questions to help you
navigate through challenges and think about next steps that work for you.

An average chat session at Kids Help Phone is about 45 minutes. Some
conversations are shorter/longer, and that’s OK! It’s important to go at your
own pace. You may find it beneficial to think about what’s most important to
talk about while you’re in the lineup (making a list of priorities can help!).

The average wait time to connect with a counsellor is about 30 minutes. You can
check out our other e-mental health support services to find out if they may be
an option for you.

Remember, if you or someone you know is in immediate danger, it’s important to
get support right away. You can contact a safe adult, the emergency services in
your area and/or mobile crisis support (if available) for help.

At Kids Help Phone, we want you to feel safe and respected. Our counsellors and
team deserve respect and safety, too. We want to let you know that if we notice
inappropriate or harmful behaviour during a chat session, we may need to end the
conversation. If you have any questions, you can share them with a counsellor or
ask to speak to a counselling manager. You can also review our Terms of service
for more information.


WHEN IS LIVE CHAT COUNSELLING OPEN?

Live Chat counselling is currently open daily from 7 p.m. to midnight ET. We
want to let you now that on occasion, Live Chat may undergo scheduled
maintenance. During this time, the service will be closed. If Live Chat is
closed, we’ll let you know with a notice on our website as soon as we can with
other ways to connect for support.


I’M TRYING TO ACCESS LIVE CHAT COUNSELLING BETWEEN 7 P.M. AND MIDNIGHT ET, BUT I
CAN’T CONNECT. WHY?

In order to reduce wait times and help ensure that our counsellors can get to as
many conversations as they can, we’ve limited the number of people who can
access the service at a time. If you’re unable to access Live Chat counselling
when you need it, please try again in a few minutes, or check out one of our
other support services. Please note that we’ll be accepting new chats until
11:15 p.m. ET only, in order to help ensure that all conversations are responded
to by midnight.


WHAT HAPPENED TO THE ALWAYS THERE APP?

Kids Help Phone’s Always There app is currently paused so we can improve our
e-mental health support services for young people across Canada. You can still
access Live Chat counselling on Kids Help Phone’s website through a web browser,
or check out one of our other support services.


WHAT ARE THE WAIT TIMES LIKE FOR LIVE CHAT COUNSELLING?

Live Chat is very popular, and we have as many counsellors as we can supporting
the service. Individual chat sessions often last about 45 minutes. This can
result in longer wait times on occasion. You can check out our other support
services to find out if they may be an option for you.


I WAS DISCONNECTED FROM LIVE CHAT COUNSELLING, AND I DON’T KNOW WHY. WHAT
HAPPENED?

Because Live Chat counselling is anonymous and confidential, it works
differently than other chat services (e.g. WhatsApp, Facebook Messenger,
etc.). There are a few reasons why you may have been disconnected, including
(but not limited to):

 * your Internet connection was lost
 * you refreshed the chat window or hit the “back” button by accident
 * you were using a mobile phone and something interrupted your session (e.g. an
   incoming call/text, sleep mode, opening a new window, etc.)
 * Kids Help Phone experienced an unexpected issue with its connection

If you’d like to continue talking to a counsellor, please try using Live Chat
counselling again or call us at 1-800-668-6868.


I’M IN CANADA, BUT WHEN I TRY TO ACCESS LIVE CHAT COUNSELLING, IT SAYS I CAN’T
USE THE SERVICE BECAUSE I’M NOT IN CANADA. WHY?

There are a few reasons why you may be having trouble accessing Live Chat
counselling, including (but not limited to):

 * you’re using a device near the Canada–United States border
 * you’re using an American ISP (e.g. AOL, etc.)
 * you’re using a VPN or an IP forwarding service that allows you to access
   Canadian websites


WHAT DO YOU DO WITH THE INFORMATION YOU RECEIVE FROM SOMEONE ON LIVE CHAT
COUNSELLING?

Your chat conversation with a counsellor is confidential and anonymous. To find
out more about what that means, check out our online chat service’s privacy
policy, which includes information on duty to report.


TOOLS TO TRY WHILE YOU'RE IN THE LINEUP

 * Category Practise
   
   
   TRY: MINDFULNESS COLOURING BOOK
   
    * emotional health
    * self-care
    * stress

 * Category Practise
   
   
   HOW TO START JOURNALING TODAY
   
    * emotional health
    * self-care
    * journaling

 * Category Practise
   
   
   QUESTIONNAIRE: REFLECTING ON FEELINGS OF SADNESS
   
    * depression
    * emotional health
    * sadness

 * Category Practise
   
   
   QUESTIONNAIRE: REFLECTING ON FEELINGS OF ANXIETY
   
    * anxiety
    * panic
    * emotional health

 * Category Practise
   
   
   QUIZ: AM I PRACTICING ENOUGH SELF-CARE?
   
    * emotional health
    * quiz
    * self-care

 * Category Practise
   
   
   BREATHING BALLOON
   
    * anxiety
    * game
    * panic

 * Category Practise
   
   
   TENSION RELEASE EXERCISE
   
    * anxiety
    * stress
    * tool

 * Category Practise
   
   
   WORRY ROCKETS
   
    * anger
    * anxiety
    * game

 * 
 * 


TIPS FOR TAKING CARE OF YOURSELF

 * Category Learn
   
   
   12 INSTANT STRESS BUSTERS
   
    * emotional health
    * stress
    * coping

 * Category Learn
   
   
   KIDS HELP PHONE’S SELF-CARE CHECKLIST
   
    * emotional health
    * self-care
    * self-awareness

 * Category Learn
   
   
   8 FEEL GOOD TIPS TO BOOST YOUR MOOD
   
    * emotional health
    * loneliness
    * sadness

 * Category Learn
   
   
   HOW TO PRACTICE SELF-CARE
   
    * emotional health
    * self-care
    * balance

 * Category Learn
   
   
   HOW TO COPE WITH PANIC AND ANXIETY
   
    * anxiety
    * panic
    * coping

 * Category Learn
   
   
   COPING WITH TRAGEDY
   
    * grief
    * loss
    * coping

 * Category Learn
   
   
   FEELING LONELY? HERE ARE SOME WAYS TO FEEL BETTER.
   
    * loneliness
    * sadness
    * isolation

 * Category Learn
   
   
   HOW TO CALM DOWN WHEN YOU’RE STRESSED
   
    * emotional health
    * stress
    * anxiety

 * 
 * 




WE’RE HERE FOR YOU!

Kids Help Phone’s e-mental health services are available 24/7 across Canada.
This means that we’re here for kids, teens and young adults from coast to coast
to coast. Read more about us.


NEED HELP NOW?

Start a confidential conversation with a real person you can trust.
1-800-668-6868 Text 686868

QUICK LINKS

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OTHER LINKS

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 * Privacy policy
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FOLLOW US ON

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 * Kids Help Phone on Twitter
 * Kids Help Phone on Linkedin

© 2022 Kids Help Phone
Charitable registration number 130005846 RR0001
×


WELCOME TO OUR LIVE CHAT.

Live Chat is available from midnight until 7:00 a.m. You can always text CONNECT
to 686868 to reach a trained volunteer Crisis Responder 24/7.

Chat

For a better mobile chatting experience, download our Always There app

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Continue Cancel
Heart icon Donate Now I Need Help Now
Learn about mental health Tips & info


IS THIS OPTION RIGHT FOR ME?

Get information about how your thoughts, feelings and behaviours are connected
and what you can do to care for your well-being. Learning about mental health
can help empower you with the language to communicate how you’re feeling.


FIND RESOURCES

 * Black youth
 * Body image
 * Bullying
 * COVID-19
 * Dating, sex & consent
 * Eating disorders
 * Equity
 * Friends
 * Family & caregivers
 * Feelings
 * First Nations, Inuit and Métis
 * Growth & healing
 * Jobs, money & housing
 * 2SLGBTQ+
 * Newcomers
 * Physical health
 * Safety
 * School
 * Self-care
 * Self-injury & suicide
 * Substance use
 * Real-life stories


FIND RESOURCES BY GROUP

 * Resources for supporting a young person in your life
 * Tools for supporting others

Heart icon Donate Now I Need Help Now
Build your skills Quizzes, games & activities


IS THIS OPTION RIGHT FOR ME?

Practise with tools, tips and resources to help build your skills and improve
your wellness in the way that feels best for you. Learn how to identify your
strengths, communicate thoughts and feelings, overcome obstacles and connect
with support.


TAKE A QUIZ

Find out how much you know about specific topics and get resources to learn
more.


PLAY A GAME

Reduce stress and have fun at the same time.


MAP OUT YOUR SUPPORT NETWORK

Identify who and where your community is to get help when you need it.


SHARE WHAT’S ON YOUR MIND

Try different tools to express how you’re feeling.


MAKE A SAFETY PLAN

Access tools for safety planning and reporting.


PRACTISE MINDFULNESS

Regain calm and relax with these activities.


TRY A SELF-ASSESSMENT

Identify how you’re feeling and find resources to support you right now.

Heart icon Donate Now I Need Help Now
Connect with other youth Support forums & real-life stories


IS THIS OPTION RIGHT FOR ME?

Explore lived experiences from other young people across Canada. Learn from
real-life youth stories, gain new ideas and ask questions to connect and inspire
your own wellness journey.


CONNECT WITH OTHER YOUTH

Visit the support forums


GET INSPIRED

Learn how other people have supported their wellness.


GET INSIGHTS

Find out what other young people are contacting us about.

Learn about your privacy
Heart icon Donate Now I Need Help Now
Get crisis support right now Text or message


IS THIS OPTION RIGHT FOR ME?

If you need help right now, you can talk to a trained volunteer crisis responder
about anything you're going through. No issue is too big or too small.


TAP TO TEXT

Get support right now by texting CONNECT to 686868.


Learn more about texting


TAP TO MESSAGE

Get support right now using Facebook Messenger.


Learn more about Facebook Messenger

If you identify as Indigenous, you can ask to be connected with a First Nations,
Inuk or Métis crisis responder (if one’s available) by messaging FIRST NATIONS,
INUIT or METISto 686868 or through Facebook Messenger.

Learn more
All of our e-mental health services are free 24/7 for people across Canada.
Learn about your privacy
Heart icon Donate Now I Need Help Now
Work with a counsellor Call or chat


IS THIS OPTION RIGHT FOR ME?

Connect with a professional counsellor to better understand what you're going
through and help take a step in the direction you want to go.


TAP TO CALL

Get support in multiple languages over the phone 24/7 by calling 1-800-668-6868.

Find out more about phone counselling


LEARN MORE ABOUT LIVE CHAT

Chat with a professional counsellor online from 7 p.m. to midnight ET.

All of our e-mental health services are free 24/7 for people across Canada.
Learn about your privacy
Heart icon Donate Now I Need Help Now
Search programs near me Support service directory


ABOUT RESOURCES AROUND ME

Search for physical or virtual support programs and services available to kids,
teens and young adults across Canada.

Learn about your privacy
Heart icon Donate Now I Need Help Now
Insights by issue Data based on common topics


READY TO DIVE INTO SPECIFIC ISSUES?

You can immerse yourself in data about some common conversation topics to get a
deeper understanding of mental health in Canada.


INSIGHTS BY ISSUE

 * Anxiety
 * Bullying
 * COVID-19
 * Depression
 * Discrimination
 * Disordered eating
 * Emotional abuse
 * Grief
 * Isolation
 * Relationships
 * Self-harm
 * Suicide

Want to learn about mental health, connect for support or get involved? You can
check out our tools and resources.

Learn about your privacy