FAQ’s

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eFriend is a virtual platform where you can connect using your personalised login and use video chat or a phone call to talk one on one with your trained peer support worker. Your eFriend Peer will listen, chat with you and offer emotional support. 

There is no need to have a mental health diagnosis or a referral, and you can use eFriend simply to debrief about what is happening for you with an eFriend Peer who is trained in Trauma Informed Care.

If you like, they can assist you to identify any other services you may like to try or help you create plans to improve your personal well-being is a priority and you are safe. Or they can simply listen.

What does eFriend do?

eFriend is a virtual platform where you can connect via phone call or using your personalised login to talk with a trained peer support worker over video call. Your eFriend Peer will listen, chat with you and offer guidance when needed.

There is no need to have a mental health diagnosis or referral, eFriend can be used to simply debrief about what has been happening for you under any circumstance.

If you like, they can assist you to identify any other services you may like to try or help you create plans to improve your personal well-being is a priority and you are safe. Or they can simply listen.

What is Peer Support?

Peer Support is not about diagnosis, or treatment. Our eFriend Peers understand what it’s like to go through difficult circumstances, loneliness or mental health issues – they ‘get it’ because they too have ‘been there’.

Our goal is to listen, and we will be guided by your goals in engaging with us. If you like, eFriend can help to tailor a safety plan or help you find and access other services or make a plan to get help – but first and foremost, we are here to listen and chat over a virtual cuppa.

Peer Support provides support, hope and guidance through this type of lived experience connection.

Peer Support is a non-clinical approach to mental health and wellbeing. It enables you to connect with an empathetic listener who has real life experience dealing with mental health issues, suicidality, trauma or complex life challenges and has skills to share from their experience of recovery. 

Peer Support gives a person in distress an additional opportunity for connection, hope and empathy, and may be particularly beneficial for people who do not have someone in their life they can reach out to – simply to talk. eFriend uses an approach known as ‘befriending’ which is a structured model of developing rapport, engaging within professional boundaries and connecting on a human level.

For more information on Peer Support, read the Peer Support Charter here or check out the Peer Work Hub.

What is an eFriend Peer?

An eFriend Peer is a ‘Peer Support Worker’ – which is someone employed on the basis of their personal lived experience of mental illness, suicidality and recovery (consumer peer worker), or their experience of supporting family or friends with mental illness (carer peer worker). This lived experience is an essential qualification for their job, in addition to other skills and experience required for their role including training in Trauma Informed Care, Applied Suicide Intervention Skills Training (ASIST) and Safe Storytelling.

What is befriending?

Befriending is defined ‘as a relationship between a ‘befriender’ and a service user which is initiated and supported with clear boundaries. Befriending was developed originally in the UK and is the mechanism our eFriend Peers use to establish a relationship with you to deliver Peer Support. Using a befriending approach can assist with:

  • Establishing trust 
  • Create new opportunities 
  • Having fun 
  • Encouraging participation 
  • Creating equality 
  • Allowing choice 
  • Tackling challenges 
  • Understanding the whole person 

Some of the potential benefits of the befriending mechanism may include:

  • Lower rates of depression 
  • Improved social skills  
  • Reduced social isolation 
  • Improved self-management 
  • Improved self-esteem and confidence 
  • Reduced vulnerability and risk of abuse 
  • Greater sense of purpose 

Qualities and characteristics of our eFriend Peers include:

  • Strong listening skills 
  • Understanding of the people who use eFriend 
  • Ability to approach new people without prejudice 
  • Honesty and trustworthiness 
  • Commitment and reliability 
  • Respect for confidentiality 
  • Friendliness and warmth 
  • Empathy and resilience 
  • Professional approach to working with the organisation 
  • Ability to offer caring and understanding presence 
How does eFriend work?

With eFriend you are able to book in calls through your secure online platform. You are eligible for 3 – 6 calls of 30 minutes in length with your eFriend Peer. At the time of your appointment you will be provided with a link that you can click on which will connect you directly to your eFriend Peer. All information is confidential, and your privacy is protected at every step of the way. 

How is eFriend different from other mental health support lines?
  • eFriend provides phone or face to face (virtual) support and connection to people in isolation. 
  • eFriend connects you to a Peer who will chat with you and follow up, so you get multiple sessions of support, from the same person – without having to tell your story again. 
  • eFriend can connect you to other services for further support, but our goal is to listen – not simply refer you on.
  • eFriend calls you back for planned follow up calls over a series of 3-6 weeks.
  • eFriend uses an agile and adaptive process for the individual. 
  • eFriend is based on our philosophy of a holistic approach to recovery and we take a collaborative team approach. 
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How is eFriend different to online counselling?

eFriend Peer Support workers are not therapists and the nature of the call is non-clinical. 

Our goal is not to diagnose or treat you, the focus of eFriend is instead on connecting, building up a relationship, listening to you, empathising with any difficulties you might be encountering and working together to make sure you feel cared about. 

We support people to access treatment options that work for them and can refer you if needed, but we recognise that sometimes you just need someone to talk to.

How much does eFriend cost?

Nothing! eFriend is a free service that is enabled through a government grant. When you sign up for eFriend you are eligible for 3 – 6 free calls with a peer support worker who will listen and provide support for you.

What training do the eFriend Peers have?

Our team of trained eFriend Peer Support workers have a lived experience, having been through their own personal challenges and struggles and are recruited as specialists to these roles. In addition to this our team has undergone extensive training in peer support work modalities, Trauma Informed Care, Safe Storytelling and Applied Suicide Intervention Skills Training as well as a suite of other relevant training and accreditation. 

Peer Support is a non-clinical approach to mental health and wellbeing. It gives a person in distress an additional opportunity for support and may be particularly beneficial for people who for whatever reason do not have someone in their life they can reach out to – simply to talk.

Once you’ve registered for eFriend, you will connect through your personalised profile and select a time and date for your first call with one of our trained eFriend Peers.

At the time of your appointment you will be provided with a link that you can click on which will connect you directly to your eFriend Peer. All information is confidential, and your privacy is protected at every step of the way. 

Your eFriend Peer will listen, chat with you, offer emotional support, and help create plans to help ensure your personal well-being is a priority and you are safe. During your first call, your eFriend Peer will book in your future appointments which will all be help with them. 
You have the same person every time, so you don’t have to repeat yourself. 

eFriend is flexible but as a guide we provide 3 – 6 calls of around 30 minutes in length. 

The service is completely free and if you and your eFriend Peer feel you would benefit from more calls, we are happy to accommodate this.

Once your sessions are complete, if you choose we can help you to make a plan to access further services or continue to manage your own recovery. We will always be here to talk to again should you need to. 

eFriend Peers have their own personal lived experience in trauma, suicidality, anxiety, depression and other mental health disorders. They use this lived experience to assist you in your recovery.

What if I have been feeling suicidal?

We know that sometimes our feelings can get pretty dark when things get tough, and having someone to open up to about suicidality can shed some light on that darkness. 

We want you to know that you are welcome here, and we can talk about that with you. Our eFriend Peers are able to sit with you and listen to how you have been feeling, and we can support you to explore how to cope with those feelings and keep yourself safe. 

eFriend is overseen by a registered psychologist and the ICLA Clinical Governance Framework.

What kind of credentials do the eFriend Peers have?
  • Trauma Informed Care 
  • Lived experience 
  • Open Dialogue 
  • Befriending 
  • Applied Suicide Intervention Skills Training (ASIST)  
  • Safe Storytelling  
  • Peer CARE Companions Training – Roses in the Ocean 
  • Voices of Insight Training – Roses in the Ocean 
  • Some Peer Support Workers have tertiary education in mental health and/or experience in mental health support within the community or clinical sector however this is not mandatory. 
What if I need more mental health treatment or specialised services and supports?

Our goal is not to diagnose you or refer you away, and what we talk about is guided by you. If you like we can help you think about what options might work for you and chat to you about how you might engage with other services or find what works for you.

Your Title Goes Here

eFriend is a virtual platform where you can connect using your personalised login and use video chat or a phone call to talk one on one with your trained peer support worker. Your eFriend Peer will listen, chat with you and offer emotional support. 

There is no need to have a mental health diagnosis or a referral, and you can use eFriend simply to debrief about what is happening for you with an eFriend Peer who is trained in Trauma Informed Care.

If you like, they can assist you to identify any other services you may like to try or help you create plans to improve your personal well-being is a priority and you are safe. Or they can simply listen.

What does eFriend do?

eFriend is a virtual platform where you can connect via phone call or using your personalised login to talk with a trained peer support worker over video call. Your eFriend Peer will listen, chat with you and offer guidance when needed.

There is no need to have a mental health diagnosis or referral, eFriend can be used to simply debrief about what has been happening for you under any circumstance.

If you like, they can assist you to identify any other services you may like to try or help you create plans to improve your personal well-being is a priority and you are safe. Or they can simply listen.

What is Peer Support?

Peer Support is not about diagnosis, or treatment. Our eFriend Peers understand what it’s like to go through difficult circumstances, loneliness or mental health issues – they ‘get it’ because they too have ‘been there’.

Our goal is to listen, and we will be guided by your goals in engaging with us. If you like, eFriend can help to tailor a safety plan or help you find and access other services or make a plan to get help - but first and foremost, we are here to listen and chat over a virtual cuppa.

Peer Support provides support, hope and guidance through this type of lived experience connection.

Peer Support is a non-clinical approach to mental health and wellbeing. It enables you to connect with an empathetic listener who has real life experience dealing with mental health issues, suicidality, trauma or complex life challenges and has skills to share from their experience of recovery. 

Peer Support gives a person in distress an additional opportunity for connection, hope and empathy, and may be particularly beneficial for people who do not have someone in their life they can reach out to - simply to talk. eFriend uses an approach known as ‘befriending’ which is a structured model of developing rapport, engaging within professional boundaries and connecting on a human level.

For more information on Peer Support, read the Peer Support Charter here or check out the Peer Work Hub.

What is an eFriend Peer?

An eFriend Peer is a ‘Peer Support Worker’ – which is someone employed on the basis of their personal lived experience of mental illness, suicidality and recovery (consumer peer worker), or their experience of supporting family or friends with mental illness (carer peer worker). This lived experience is an essential qualification for their job, in addition to other skills and experience required for their role including training in Trauma Informed Care, Applied Suicide Intervention Skills Training (ASIST) and Safe Storytelling.

What is befriending?

Befriending is defined ‘as a relationship between a ‘befriender’ and a service user which is initiated and supported with clear boundaries. Befriending was developed originally in the UK and is the mechanism our eFriend Peers use to establish a relationship with you to deliver Peer Support.

Using a befriending approach can assist with:

  • Establishing trust 
  • Create new opportunities 
  • Having fun 
  • Encouraging participation 
  • Creating equality 
  • Allowing choice 
  • Tackling challenges 
  • Understanding the whole person 

Some of the potential benefits of the befriending mechanism may include:

  • Lower rates of depression 
  • Improved social skills  
  • Reduced social isolation 
  • Improved self-management 
  • Improved self-esteem and confidence 
  • Reduced vulnerability and risk of abuse 
  • Greater sense of purpose 

Qualities and characteristics of our eFriend Peers include:

  • Strong listening skills 
  • Understanding of the people who use eFriend 
  • Ability to approach new people without prejudice 
  • Honesty and trustworthiness 
  • Commitment and reliability 
  • Respect for confidentiality 
  • Friendliness and warmth 
  • Empathy and resilience 
  • Professional approach to working with the organisation 
  • Ability to offer caring and understanding presence 
How does eFriend work?

With eFriend you are able to book in calls through your secure online platform. You are eligible for 3 - 6 calls of 30 minutes in length with your eFriend Peer. At the time of your appointment you will be provided with a link that you can click on which will connect you directly to your eFriend Peer. All information is confidential, and your privacy is protected at every step of the way. 

How is eFriend different from other mental health support lines?
  • eFriend provides face to face (virtual) support and connection to people in isolation. 
  • eFriend connects you to a Peer who will chat with you and follow up, so you get multiple sessions of support, from the same person - without having to tell your story again. 
  • eFriend can connect you to other services for further support, but our goal is to listen - not simply refer you on.
  • eFriend calls you back for planned follow up calls over a series of 3-6 weeks.
  • eFriend uses an agile and adaptive process for the individual. 
  • eFriend is based on our philosophy of a holistic approach to recovery and we take a collaborative team approach. 
How is eFriend different to online counselling?

eFriend Peer Support workers are not therapists and the nature of the call is non-clinical. 

Our goal is not to diagnose or treat you, the focus of eFriend is instead on connecting, building up a relationship, listening to you, empathising with any difficulties you might be encountering and working together to make sure you feel cared about. 

We support people to access treatment options that work for them and can refer you if needed, but we recognise that sometimes you just need someone to talk to.

How much does eFriend cost?

Nothing! eFriend is a free service that is enabled through a government grant. When you sign up for eFriend you are eligible for 3 – 6 free calls with a peer support worker who will listen and provide support for you.

What training do the eFriend Peers have?

Our team of trained eFriend Peer Support workers have a lived experience, having been through their own personal challenges and struggles and are recruited as specialists to these roles. In addition to this our team has undergone extensive training in peer support work modalities, Trauma Informed Care, Safe Storytelling and Applied Suicide Intervention Skills Training as well as a suite of other relevant training and accreditation. 

Peer Support is a non-clinical approach to mental health and wellbeing. It gives a person in distress an additional opportunity for support and may be particularly beneficial for people who for whatever reason do not have someone in their life they can reach out to – simply to talk.

Once you’ve registered for eFriend, you will connect through your personalised profile and select a time and date for your first call with one of our trained eFriend Peers.

At the time of your appointment you will be provided with a link that you can click on which will connect you directly to your eFriend Peer. All information is confidential, and your privacy is protected at every step of the way. 

Your eFriend Peer will listen, chat with you, offer emotional support, and help create plans to help ensure your personal well-being is a priority and you are safe. During your first call, your eFriend Peer will book in your future appointments which will all be help with them. 
You have the same person every time, so you don’t have to repeat yourself. 

eFriend is flexible but as a guide we provide 3 – 6 calls of around 30 minutes in length. 
The service is completely free and if you and your eFriend Peer feel you would benefit from more calls, we are happy to accommodate this.

Once your sessions are complete, if you choose we can help you to make a plan to access further services or continue to manage your own recovery. We will always be here to talk to again should you need to. 

eFriend Peers have their own personal lived experience in trauma, suicidality, anxiety, depression and other mental health disorders. They use this lived experience to assist you in your recovery.

What if I have been feeling suicidal?

We know that sometimes our feelings can get pretty dark when things get tough, and having someone to open up to about suicidality can shed some light on that darkness. 

We want you to know that you are welcome here, and we can talk about that with you. Our eFriend Peers are able to sit with you and listen to how you have been feeling, and we can support you to explore how to cope with those feelings and keep yourself safe. 

eFriend is overseen by a clinical psychologist and the ICLA Clinical Governance Framework.

What kind of credentials do the eFriend Peers have?
  • Trauma Informed Care 
  • Lived experience 
  • Open Dialogue 
  • Befriending 
  • Applied Suicide Intervention Skills Training (ASIST)  
  • Safe Storytelling  
  • Peer CARE Companions Training – Roses in the Ocean 
  • Voices of Insight Training – Roses in the Ocean 
  • Some Peer Support Workers have tertiary education in mental health and/or experience in mental health support within the community or clinical sector however this is not mandatory. 
What if I need more mental health treatment or specialised services and supports?

Our goal is not to diagnose you or refer you away, and what we talk about is guided by you. If you like we can help you think about what options might work for you and chat to you about how you might engage with other services or find what works for you.

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