Man using mobile phone to access On the Line counselling services

Professional mental health
and counselling services

On the Line delivers tailored mental health counselling services and crisis support.

On the Line has over 60 years’ experience developing and delivering mental health and counselling support services. We offer 24/7 phone and online counselling services and can design and deliver a service that meets your needs.

Specialist counselling expertise

On the Line delivers over 100,000 sessions each year, helping clients along the mental health continuum from crisis support to low intensity.

On the Line can provide counselling support and case management for:

  • Relationship issues
  • Mental illness (e.g. depression, anxiety, PTSD)
  • Domestic and family violence (using and experiencing)
  • Substance abuse and addiction
  • Suicide prevention
  • Trauma-informed practice
  • Social isolation and loneliness
  • Low intensity support.

We have a workforce of over 90 professional counsellors, who have:

  • A minimum three-year tertiary degree in a relevant discipline of psychology, social work, counselling and social science, or welfare studies
  • A minimum of 456 post-qualification face-to-face hours counselling experience
  • Where relevant, registration with the Australian Health Practitioner Regulation Agency (APHRA), and eligibility for the Australian Psychological Society (APS) or Australian Association of Social Workers (AASW)
  • A current Police Check and Working with Children Check.

On the Line’s counselling team undertakes a comprehensive training process that includes specialist skills and evidence-based approaches. The training covers trauma-informed practice, domestic and family violence risk assessment and support, cognitive behavioural therapy (CBT), problem-solving therapy, stages of change, recovery model, and suicide risk assessment and support.


Omnichannel counselling solution  

Client self-service via seamlessly integrated communication channels, an omnichannel experience, is fast becoming the new norm in online service delivery.

On the Line’s technology platform allows your organisation to choose the best counselling experience for your clients. Our counselling services across multiple modalities puts the client at the centre, where they can access the counselling channel they want, at a time they need it.

Our Business Development team can work with you to create a new tailored, outsourced mental health service to meet the needs of your community and organisation. We can also provide after-hours or 24/7 support for an existing service.

On the Line offers omnichannel counselling services across a variety of channels. To create your ideal counselling service, your organisation can select from any of the telephone and digital counselling channels below.


  • Phone counselling

    On the Line is a national leader in delivering high-quality outsourced phone counselling services to support people, anywhere, anytime. We deliver some of Australia’s most trusted and vital services, including Suicide Call Back Service and MensLine Australia.

    Phone counselling continues to be a practical alternative to face-to-face counselling. It can be a less confronting approach for people who may find face-to-face uncomfortable. Phone counselling can also be preferable for people who live remotely, are on a waiting list for face-to-face services, or don’t have access to local mental health support.

    On the Line has the capability to answer inbound calls and make outbound calls to clients. Our telephone service runs 24 hours a day, seven days a week.

  • Online counselling

    With 88% of Australians owning a smartphone, On the Line has seen the demand for online counselling increase at a faster rate than phone counselling.

    On the Line can offer your clients the convenience of web chat or video counselling 24 hours a day, seven days a week. All clients will be able to register online on a custom-designed website to speak to a professionally qualified counsellor.

  • Digital apps and virtual assistants

    A digital app or virtual assistant provides access to counselling services using a one-to-many delivery model, allowing you to reach more people at the same time. As part of an omnichannel experience, your clients can self-serve to get the help they need.

    On the Line is continually working to devise new ways to engage with people seeking counselling services so they can get the support they need. We can work with you to design a solution that fits your client’s needs.

  • Website portal and self-help tools

    A website portal can be an independent mental health support service, or it can help to leverage your phone and online counselling services.

    On the Line can build and manage a website portal that gives your clients more places to seek help. We can create self-help resources, write blogs, provide access to online counselling, and make appointments for counselling.

    We can also work with you to develop digital self-help tools, including a K10 screening test for depression and anxiety, a referral database, a suicide safety plan mobile app, and more.

    This approach can benefit your organisation by increasing your reach into the community to support more people to access the help they need, using the channels they want.

  • Online forum and social media moderation

    On the Line can provide moderation, community building, user risk assessment, and reputation management across your organisation’s forum and social media platforms.

    Our trained forum and social media moderators use a person-centred approach that can meet the service specifications and protocols of your organisation. We can also develop a protocol and guidelines in collaboration with you.

    On the Line can moderate whenever you need the support; 24/7, after-hours, public holidays, or cover staff absence.

Support activities

When you are designing your counselling service, you should consider any additional support your clients will need. The options below can be integrated into a new or pre-existing counselling service.

  • Intake, assessment and referrals

    Our counsellors have extensive experience providing intake, assessment and referrals for clients.

    The service can include intake via inbound calls or web chats, risk assessment, escalating to emergency services if required, immediate counselling, safety planning, and referrals into community support.

    We can make referrals for accommodation, drug and alcohol counselling, youth services, family violence support and many more. On the Line has a custom referral database with over 6,500 services, or we can add your preferred providers to our referral database.

  • Risk assessment

    On the Line’s counsellors conduct a comprehensive clinical risk assessment, integrated with service-specific and specialist knowledge. We have policies and procedures that respectfully manage and mitigate risks to clients and the wider community.

    If a client is in immediate distress due to family or domestic violence, risk of self-harm, or risk of suicide, our counsellor will conduct a family violence risk assessment based on the Common Risk Assessment Framework (CRAF) or a suicide risk assessment.

  • Case management

    On the Line can work with you to develop an integrated case management approach for your clients.

    Our case management model is person-centred, tailored to the client’s needs.

    During the intake, we will undertake a needs and risk assessment, and planning. Throughout the case management, we maintain rapport and communication with clients about resources, community services, and supports to achieve goals and facilitate client wellbeing.

    We also consider the client’s preference for case management contact, whether it is via phone or online, and at a time that is convenient for them (appointment-based).

  • Marketing

    On the Line has a dedicated marketing team who has vast experience promoting mental health services. We can work with you to develop and implement a range of branding and marketing services to suit your organisation’s unique needs.

    We can develop and implement activities to build awareness and understanding of your service in the community. Our tailored strategies include traditional and digital advertising campaigns, print and digital promotional material, social media management, email campaigns, content strategy and creation, and website build and management.

Get in touch with our Business Development team to find out how we can work together.

03 8371 2800