How our counselling services work


SuicideLine Victoria provides single session services to all callers and online counselling users without referral, multi-session services to eligible clients on a needs and eligibility basis, and case coordination support for clients who present as having unmet needs and require ongoing support to connect with services in their area over a four to six-week period.


Single session counselling

In a single session, each interaction is treated as a stand-alone counselling session where we work with the caller on the issue that is of greatest concern to them. Our counsellors work with clients to help them recognise their skills and inner resources which can enable them to find a solution themselves.

At the beginning of each single session, clients are assessed as to what their level of risk may be. The outcome of this assessment might mean that additional or alternative support may be required.

These may include:

  • People who have a low risk may only need to be supported via one of our single sessions
  • Clients who have a medium / low risk may be referred to SuicideLine Victoria’s multi-session counselling program
  • Clients who have a medium / low risk that could benefit from face-to-face local supports may be referred to SuicideLine Victoria’s case coordination program
  • People at immediate risk may be supported by our intervention process.


Multi-session counselling

Our multi-session service is a tailored program for clients who may require up to four sessions with the same counsellor. In these structured sessions, counsellors work alongside clients to achieve their goals.

Our counsellors offer clients pathways to face-to-face therapy and the development of internal capacity.

The sessions are focussed as follows:

  • During the first session, the counsellor will conduct a Risk Assessment, as well as K10 / K5 assessment. The counsellor will prepare a multi-session goal plan based on an assessment of need
  • During the following sessions (2-4), following completing of a risk screen, the counsellor will continue to work with the client to support them in the achievement of their goals
  • In the final session (4), the counsellor will conduct a K10 or K5 assessment, as well as a review of goal attainment outcomes
  • An evaluation and outcomes review (postvention) will occur at two intervals: 6 weeks and 3 months post intervention.

Clients will be offered multi-sessions based on the following eligibility criteria:

  • They are unable to access the services they need locally
  • They have recently experienced a ‘crucible’ moment in their lives (made redundant, death, relationship breakdown)
  • Complex or multiple needs are identified
  • They are referred via the clinical team.


Case Coordination

Our case coordination service is a collaborative process of assessment, planning, facilitation, coaching and advocacy that takes place over a four to six-week period between a case coordinator and client.

Clients will develop capacity to self-manage and access required supports independently.

The sessions are focussed as follows:

  • Prior to entering case coordination, the client has gone through a combined Needs Assessment and Risk Assessment
  • During the first session, the case coordinator will work with the client and set goals based on the outcome of the Needs Assessment. These goals will direct the case coordinator on the type of local support that would be beneficial for the client to connect with
  • The case coordinator will then work with the client to connect them with local supports that can help them achieve their goals. If the goal setting can’t be meet (i.e. there are no services that meet the original requirement) the case coordinator will refine/review the goal to set a new achievable outcome)
  • Each goal will have an action owner that is either: the client, the health provider or the case coordinator
  • During on-going client contact the case coordinator will respond to any risk cues presented by the client
  • The case coordinator will continue to contact the client by phone or email to track progress, update goals, provide updates on research/referrals, coach the client prior to an appointment, follow up with the client after an appointment
  • An evaluation and outcomes review (post service) is available and will occur at two intervals: six weeks and three months, post intervention.


You can refer a client to SuicideLine Victoria by completing and submitting a PDF referral form, with as much detail as possible.


Click here to refer a client