Helpline and Online Services
We offer two types of service available to people living in England and Wales:
- Helpline and Online Support available to adults and young people. You can contact us at a time convenient for you for free emotional support, information and signposting.
- Telephone and Online Counselling is currently available for adults aged 18 years and over. Counselling is provided by professional qualified counsellors who abide by British Association of Counselling and Psychotherapy ethical code of practice.
If you are interested in accessing one of our services via the telephone or internet then it is important to us that you know what services are on offer, your rights and responsibilities, and that you have the chance to ask us any questions about the services before you decide to use them. You will find further information about our services on this page.
Helpline and Online Support
General Helpline 0808 800 5008– for anyone affected by rape or childhood sexual abuse.
Five Million Men Male Helpline 0808 800 5005– dedicated service for men affected by rape or childhood sexual abuse
Young People’s Helpline 0808 800 5007– for under 18’s affected by rape, sexual abuse or at risk of sexual exploitation.
- SMS Text message – text 0786 002 7573 (texts are charged at your standard rate)
- Instant message – via secure encrypted counselling portal
- Email us anytime and we aim to reply within 2 working days.
Our opening times:
- Monday: 10am to 4pm
- Tuesday: 8am to 8pm
- Wednesday: 10am to 4pm
- Thursday: 8am to 8pm
- Friday: 10am to 4pm
- Saturday: 10am to 12 noon
Using our service
We support a wide range of people through our helpline and online support and we aim to provide a service that is accessible and fair to as many people as we can across England and Wales. We appreciate that making that decision to get in touch and talk about your experiences can be difficult and we aim to give you the time and space to be able to do that.
If you need to use our service for regular, ongoing support we will discuss with you what we are able to offer you at this time.
Privacy and Confidentiality
If you contact our helplines and prefer to remain anonymous, you can hide your phone number by dialing 141 before the helpline number. Please check with your network provider as this doesn’t work on some mobile networks.
Offering a wide range of methods of contact means that you can choose to get in touch in the most convenient manner for you. Please be aware that some of the methods of contact are more secure than others and that in order to ensure your privacy online, we recommend that you use an encrypted method when discussing any sensitive material. We also recommend that when you contact us you do so do in private place and at a time where you will not be overheard or interrupted.
All the personally identifying information you give us will be kept confidential within our organisation unless:
* you give us permission to share information,
* the information is requested by a court of law,
* there is serious risk of harm to another person, for example, a serious crime being committed such as terrorism, fraud, or a child protection concern.
* there is serious risk of harm to yourself, for example, a plan to take your own life.
During your call or online contact we may ask you for some statistical information (such as age, gender, geographical area) for the purpose of monitoring our service and for accessing funding. Please note it is always your choice whether you choose to answer these questions or not. You also have to opportunity to fill in an anonymous feedback form about your experiences of our service which can be accessed from our website or from our instant messaging support page.
Telephone and Online Counselling
Our qualified online and telephone counsellors have had specialist training in working online with survivors of rape and sexual abuse.
We provide remote counselling for adults in England and Wales via:
- Voice or video call (similar to Skype) – via secure encrypted counselling portal
- Instant message – via secure encrypted counselling portal
- Email – via secure encrypted counselling portal
Online and Telephone Counselling is proven to be just as effective as face-to-face counselling and has many benefits such as being more flexible and accessible from home. However if you would prefer to access counselling face-to-face then we can also refer you to a counselling service in your area.
How to access Online and Telephone Counselling:
- You contact us
Let us know you want to access the service by emailing us or chatting to one of our advisers on the phone or via instant messanger. We will help you to fill in a self-referral form and then be in touch with you to book an assessment.
Assessment is about finding out more about you, what you would like to get out of counselling, finding the right kind of support for you and for you to ask any questions you have about counselling. The assessment takes about an hour and you need to have a private confidential space for this.
- Matching you with a counsellor
If telephone or online counselling is right for you we will match you with a counsellor for sessions at times that are convenient for you. If other types of support are more suitable for you we will discuss this with you and may refer you to another specialist service.
- Counselling sessions
You will then have regular counselling sessions with your counsellor. Sessions last about 50 minutes and most people prefer to have weekly sessions at the same time. Safeline do not put limits on the number of counselling sessions that you can have, some people may only want to have a few sessions while others may choose to continue counselling for several months. You and your counsellor will review the work you are doing regularly to decide what is right for you.
- Ending counselling
After you have finished your counselling sessions we will ask you for feedback about the service.
We have a range of counsellors, male and female, who are all fully qualified and who have had specialist training in working online and by telephone and in working with survivors of sexual abuse or rape. All our counsellors have public liability insurance.
All Safeline counsellors follow our own policies and procedures and abide by the British Association of Counselling and Psycotherapists (BACP) ethical code of practice. If you are have a compliment or complaint about any of our counsellors then please let us know. You can also complain to the BACP if you are unhappy with the conduct of any of our counsellors.
Our counsellors will not contact you outside of your pre-arranged sessions and if you need to talk to someone outside of sessions you contact our helpline and online support service. If you are in crisis you can talk to your GP or local mental health crisis team. You can also get support 24/7 from the Samaritans.