Start with what they need
Before looking for a service, ask what kind of support the person wants.
They may want:
- someone to listen
- help with a particular concern
- practical advice
- support from someone with a similar experience
- help with housing, money, work or relationships
- support from a health or mental health professional
- a connection to culture, community or faith
- information they can explore privately
Try not to assume that you know what type of support will suit them.
You could ask:
- “What kind of support would feel helpful?”
- “Is there someone you already trust?”
- “Would you prefer to talk to someone in person, by phone or online?”
- “What would make the first step feel easier?”
Explore different options
Support does not always need to begin with a mental health professional.
Depending on the person’s needs, preferences and circumstances, options might include:
- a GP or another health professional
- a counsellor, psychologist or mental health service
- a peer worker or peer-support group
- a telephone or online support service
- a trusted family member, friend, Elder, mentor or community leader
cultural, spiritual or faith-based support
- a community group, club or social activity
- practical support for housing, money, work, study, caring or relationships
There is no single right place to begin.
The most suitable option is one that feels safe, accessible and relevant to the person.
Look together
If the person wants help, you could:
- look through a support directory together
- help compare a small number of options
- check the service’s location, opening hours and contact method
- look at any eligibility, referral or cost information
- write down questions the person wants to ask
- help prepare information they may need
- sit with them while they call or complete an online enquiry
Try to avoid presenting too many options at once. A short list can feel easier to manage than a long directory.
Help with practical barriers
Sometimes the hardest part is not deciding to seek support. It is organising the practical details.
You might offer to:
- help make an appointment
provide transport
- help arrange childcare or other responsibilities
- attend an appointment if invited
- help the person write down what they want to discuss
- send them the service details so they can look later
- check in before or after the appointment
Ask before stepping in: “Would you like some help with that?”
The person may want practical assistance, or they may prefer to handle parts of the process themselves.
Support without taking over
Helping someone does not mean making decisions for them.
Where there is no immediate safety concern, try to:
- involve the person in each decision
- respect their preferences
- ask before contacting anyone on their behalf
protect their privacy
- let them decide how much support they want from you
- accept that they may change their mind
A useful question is: “What would you like me to do, and what would you prefer to do yourself?”
This helps the person remain in control of their next steps.
If the first option does not work
The first service may not be the right fit.
The person may face a wait, find that the service does not meet their needs or simply not feel comfortable with the support offered.
An unhelpful first experience does not mean that no support will help.
You could say:
- “Would you like to look at another option?”
- “What did or didn’t feel right about that service?”
- “What might feel more suitable next time?”
Continue listening and let the person decide what they want to try next.
