Helpline Related FAQs

  • With so many helplines available, what makes the Helpie Mental Health Crisis Response Platform unique & different?

     The Helpie Crisis Response Platform has unique features like being technology-enabled, offering a callback service, and ensuring anonymity.  

  • Will the helpline track my location?

     The helpline will not actively track your location.  

  • Will requesting a callback on the Helpie Mental Health Crisis Line make a difference in my current crisis?

    Seeking help is the initial step and may sustain your hope. Conversing with another concerned individual can assist you in making more sensible and less impulsive decisions. 

  • Will my phone conversation be recorded?

     Calls may be recorded for training, monitoring, and quality assurance purposes.  

  • Will my number be saved?

    Your phone number will be stored on a highly secure main dashboard. It is not visible to any of the Helpie Responders. 

  • Who manages and operates the Helpie Mental Health Crisis Platform?

    The Helpie Mental Health Crisis Platform is a joint public health initiative of Augmenta Health and Spandana Healthcare. 

  • Who can dial the Crisis Line?

     Any individual in a crisis, struggling with various emotional states, can dial the Crisis Line. The service is also available for individuals who have queries or concerns concerning their mental health.  

  • Who are Helpie Crisis Intervention Responders?

     Helpie Crisis Intervention Responders are a diverse network of skilled crisis line supporters trained to help those who need safe, non-judgmental support during times of stress and crisis until appropriate aid arrives to calm them down or solve the issue.  

  • Which languages does the Helpie Mental Health Crisis Line support?

     At present, we can take calls from across India from individuals who can communicate in any of the three primary languages of English, Hindi, and Kannada. Depending on the pool of Helpie Responders available at any given time, we may accommodate some of the other Indian languages as well.  

  • When I request a callback, who am I communicating to?

    Your request for a callback is automated, and you are connecting with the technology system in the background. A qualified Helpie Responder will interact with you during the call back from the crisis line. 

  • When did the Helpie Mental Health Crisis Line become available to the general public?

    Since May 2021, the Helpie Mental Health Crisis Line, formerly the TeleArogya Helpie Mental Health Crisis Line, has been open to the public. 

  • What will you do with the information I’ve shared with you?

     Your information is strictly confidential, and we will not use it for any commercial purposes. Any information collected for research, quality assurance, or training purposes is pooled, cleared of any identifiable information, and then used.  

  • What is the Helpie Mental Health Crisis Line?

     It is a verified anonymous Mental Health Crisis Line in India. Individuals can leave a callback request, and a trained Helpie Responder will call back to assist during mental health crises.  

  • What is the expected turnaround time for a reply to my message?

    Under ideal conditions, a response should be received within 24 hours. 

  • What is the educational background of the people who function as Helpie Responders?

     Responders may come from various backgrounds and undergo rigorous training in mental health-related crisis response.  

  • What exactly is the purpose of recording phone calls?

     Recordings are used for quality assurance, training, and monitoring by specific and authorized team members.  

  • What are the Helpie Mental Health Crisis Line’s operating hours?

     24/7 and 365 days.  

  • The platform does not appear to provide a language option for my native tongue. What am I supposed to do?

     Regional helplines are available and can be found under the Directory tab.  

  • May I visit you and seek crisis intervention services in person?

     The platform is solely internet and technology-based.  

  • Is whatever I share with you going to be made public?

    Information shared is kept private and confidential, except in extreme circumstances where there is a danger to life. 

  • Is this a service that accepts people who identify as LGBTQI+?

    The platform is open to all individuals, regardless of gender, race, or ethnicity. 

  • Is it better to get help through a message or a callback request?

    Both methods have their pros and cons. The best option depends on individual preferences and needs. 

  • In which city and country is Helpie Mental Health Crisis Line-based?

     Bangalore, India.  

  • I would want to contribute in cash or kind. Is this possible?

     Monetary or in-kind contributions are appreciated. Contact the Helpie Crisis Team for more details.  

  • How much personal information should I divulge to the Helpie Responder?

    The amount and type of information shared is entirely up to the individual, as long as it is relevant to the context and the individual is comfortable sharing it. All interactions are confidential and anonymous. 

  • How does crisis intervention work when a person is in a crisis?

     Crisis intervention provides a space to breathe easy during times of emotional suffocation. It allows for reflection and helps individuals look beyond chaos.  

  • How can the Helpie Crisis Line resources on the website help someone in need?

     The resources are hand-picked and tailored to the common issues and critical assistance required in a mental health crisis. They offer self-help space to ensure you are secure and dealing with the issue reflectively and rationally. Resources include the Helpie Bot, Helpie Ring, and Helpie Brics.  

  • How can I know who responds to my messages?

     A trained Helpie Responder will respond to your message(s).  

  • Exactly what am I allowed to discuss in this safe space?

     Any issue that you believe is relevant to your present mental health crisis can be discussed on the Helpie Mental Health Crisis Line.  

  • Does the Helpie Mental Health Crisis Line operate on weekends and holidays?

    Yes.  

  • Does the Helpie Mental Health Crisis Line offer financial aid to those in need?

    No, we do not offer any financial assistance of any kind. 

  • Does call back request and subsequent call back incur any charges?

    It
    is possible that the caller will be charged for the first time they seek a callback. The crisis line will cover the cost of the call that was returned to the caller.
     

  • Do you have any commercial affiliations?

     This platform operates independently of any commercial interests. Periodically, education or support funds from external sources allow the efficient and uninterrupted operation of the platform while remaining independent of the overall quality and functionality of the crisis line service itself.  

  • Do you have an additional way of communication via which I can send you a message about my issues, provide feedback or suggestion, or seek to volunteer or support?

     Please click here to contact the Helpie Crisis Responder Team.  

  • Can I join the Helpie Mental Health Crisis Line to help those in crisis?

    Suppose you are 18 years of age or older and believe that suicide is preventable. In that case, you are welcome to become a Helpie Suicide Gatekeeper @ Helpie Gatekeeper which is the first step toward becoming a member of the Helpie Mental Health Crisis Line. 

  • Are you available to receive a request for a callback from people in different parts of the country and the world?

    We are equipped and authorized to handle call back requests from India only. 

Call Related FAQs

  • Would you be able to call someone I know who is in a crisis if I provided you with their contact information?

     We cannot contact someone proactively in response to a request. The operating platform only authorizes us to call those who have requested a callback from Helpie.  

  • Will the helpline track my location?

     We will not actively track your location. The primary dashboard may display your state name based on the call number, but Helpie Responders do not have ready access to it.  

  • Will requesting a callback on the Helpie Mental Health Crisis Line make a difference in my current crisis?

     Seeking help is not always simple! The fact that you have taken the initial step may be enough to sustain your hope. Continue to hold on and keep yourself safe. Occasionally, conversing with another concerned individual can assist you in making more sensible and less impulsive decisions.  

  • Will my phone conversation be recorded?

     It is widely accepted among the world’s best helplines to record calls for training, monitoring, and quality assurance purposes. You are welcome to maintain your anonymity and keep your identity confidential during the call. Of course, the Helpie Responder will remain anonymous and will identify themselves as Helpie.  

  • Will my number be saved?

    Your phone number, along with the numbers of all other callers, will be stored on a highly secure main dashboard. It is not visible to any of the Helpie Responders, and their interface will only have masked details (98*****321), and they will never know your number unless you reveal it, which we will never ask. 

  • Why isn’t the Helpie Responder’s name shared?

     As this is a crisis line operated by individuals with a humanitarian approach and a passion for helping others in distress, each person operating the line gives their maximum. Their names are not shared to avoid burnout and protect their privacy, as they come from diverse backgrounds.  

  • Why does it sometimes take longer to respond to my crisis call?

    The Helpie responder will make every effort to return the call as soon as possible. However, there may be inevitable delays due to technological glitches, the unavailability of suitable responders, or the fact that all available responders are assisting other individuals in crisis. 

  • Who can dial the Crisis Line?

    Any individual in a crisis, struggling with anger, shame, rejection, frustration, boredom, exhaustion, lack of interest, fear, worry, sadness, regret, addiction, or guilt. The crisis affects day-to-day functioning, including sleep, appetite, and self-care. Any Individual troubled by feelings of helplessness, hopelessness, and worthlessness. Any Individual experiencing racing or suicidal thoughts. Any Individual feeling the need for support in distress. Any individual who is having queries or concerns concerning their mental health. 

  • Which languages does the Helpie Mental Health Crisis Line support?

     At present, we can take calls from across India from individuals who can communicate in any of the three primary languages of English, Hindi, and Kannada. Depending on the pool of Helpie Responders available at any given time, we may accommodate some of the other Indian
    languages as well.  

  • When I request a callback, who am I communicating to?

    Your request for a callback is automated, and you are connecting with the technology system in the background. A qualified Helpie Responder will interact with you during the call back from the crisis line. 

  • What will you do with the information I’ve shared with you?

     Your information is strictly confidential, and we will not use it for any commercial purposes. Any information collected for research, quality assurance, or training purposes is pooled, cleared of any identifiable information, and then used.  

  • What exactly is the purpose of recording phone calls?

    Crisis intervention is a demanding field that requires continuous training. Helpie Mental Health Crisis Responders are passionate about helping others, and to help effectively, we need to understand why certain things work, and others do not. Thus, specific and authorized team members may use the recordings for quality assurance, training, and monitoring. 

  • What are the Helpie Mental Health Crisis Line’s operating hours?

     24/7 and 365 days  

  • The platform does not appear to provide a language option for my native tongue. What am I supposed to do?

     Many of the regional helplines that many states and regions have are available to you, and you can contact any of them. Please see the Directory tab for more information.  

  • Is whatever I share with you going to be made public?

    At all times, we will make all efforts to keep the information you share with us private and confidential. Only in the most extreme circumstances of potential danger to your or others’ lives will the bare minimum information be utilized to contact the proper legal authorities or connect with any other trusted adult with whom you have given your consent. We would never share any of your personal information with anybody else. 

  • Is this a service that accepts people who identify as LGBTQI+?

     The Helpie Crisis Response Platform is open to all individuals from all walks of life, gender, race and ethnicity.  

  • Is there a limit to how many times I can request a call back on the Helpie Mental Health Crisis Line?

     The Helpie Mental Health Crisis Line is a dedicated helpline for those in need of immediate assistance while facing a mental health emergency. We hope you do not find yourself in crisis regularly. You are encouraged to use the Helpie Crisis Response Platform only when experiencing a crisis. Anyone reaching this line for intensive therapy or regular psychological counselling will be discouraged and asked to reach out to respective professional agencies.  

  • Is it safe to discuss domestic violence here?

    It is a safe place to discuss any form of crisis or violence. While we may not have solutions to every issue, we can guide you in the direction of resources where you may get the support you need. 

  • Is it possible to speak with a psychologist, psychiatrist, or medical practitioner who is a part of the Helpie Crisis Intervention team rather than with a Helpie Responder?

     An available Helpie Responder on the scheduled calendar will be at your disposal for contact. The Helpie Responder can be a psychiatrist, psychologist, counsellor, doctor or a trained layperson who is willing to help someone in need. We are unable to accommodate requests for specific persons based on their profession or identity.  

  • Is it possible for me and my partner to get help for our problems simultaneously?

    We are more sensitive to the plights of individuals in distress. If you and your partner are willing to talk, we can provide individual assistance and guidance. This platform may not be helpful if you’re searching for marital or relationship counselling. 

  • Is it okay if I request a callback merely to vent?

    Many people who contact Helpie Mental Health Crisis Line in crises find that they feel better after venting or sharing their problems. We would do all in our ability to provide you with an empathic, non-judgmental, and compassionate listening ear. 

  • Is it necessary for me to identify myself?

     No.  

  • If I’m under 18, will you inform my parents or legal guardians that I’ve called?

     We would not contact your parents or legal guardians unless there is a perceived urgent threat to your life.  

  • How much personal information should I divulge to the Helpie Responder?

     What you choose to share is entirely up to you. Everything you share is confidential.  

  • How does crisis intervention work when a person is in a crisis?

     Crisis intervention gives the space to breathe easy during times of suffocation. It lets you pause and reflect.  

  • Exactly what am I allowed to discuss in this safe space?

     Any issue relevant to your present mental health crisis can be discussed.  

  • Does the Helpie Mental Health Crisis Line operate on weekends and holidays?

    Yes.

  • Does call back request and subsequent call back incur any charges?

     The caller may be charged for the first time they seek a callback. The crisis line will cover the cost of the returned call.  

  • Can I know the Helpie Responder’s name?

     As a matter of policy, the Helpie Responder will NEVER share their name.  

  • Are you available to receive a request for a callback from people in different parts of the country and the world?

     We are equipped and authorized to handle call back requests from India only.  

  • Are the resources and referrals shared by Helpie Responders trustworthy?

     The referrals and resources are considered to be potentially available resources by us. Quality control is not formally verified.  

Responder Related FAQs

  • Why isn’t the Helpie Responder’s name shared?

     Their names are not shared to avoid burnout and protect their privacy, as they come from diverse backgrounds.  

  • Who are Helpie Crisis Intervention Responders?

     Helpie Crisis Intervention Responders are a diverse network of skilled crisis line supporters trained to help those who need safe, non-judgmental support during times of stress and crisis until appropriate aid arrives to calm them down or solve the issue.  

  • What is the educational background of the people who function as Helpie Responders?

     They may come from various backgrounds and not necessarily have a mental health background. However, they would be required to undergo rigorous ongoing training in many aspects of mental health-related crisis response to become a Helpie Responder.  

  • Can I know the Helpie Responder’s name?

     As a matter of policy, the helpie responder will NEVER share their name. You are advised to address them as “Helpie.”  

Caller Related FAQs

  • Will the helpline track my location?

     We will not actively track your location. The primary dashboard may display your state name based on the call number.  

  • Will requesting a callback on the Helpie Mental Health Crisis Line make a difference in my current crisis?

     Seeking help is the initial step and may sustain your hope. Conversing with another concerned individual can assist you in making more sensible decisions.  

  • Will my phone conversation be recorded?

     Calls are recorded for training, monitoring, and quality assurance purposes. You can maintain your anonymity during the call.  

  • Will my number be saved?

     Your phone number will be stored on a highly secure main dashboard but is not visible to any of the Helpie Responders.  

  • Who can dial the Crisis Line?

     Any individual in a crisis, struggling with various emotional or mental issues such as anger, shame, rejection, etc. The crisis affects day-to-day functioning, including sleep, appetite, and self-care.  

  • What should I do if I believe that someone I care about needs crisis assistance but is unwilling to take it?

    It is important to respect the uniqueness of the distressed individual and their situation. Helping others is what drives your actions. Be as open and honest as you can.

     

  • The platform does not appear to provide a language option for my native tongue. What am I supposed to do?

     Many of the regional helplines that many states and regions have are available to you, and you can contact any of them.  

  • May I visit you and seek crisis intervention services in person?

     We are solely an internet and technology-based platform.  

  • May I request a call back on behalf of another person, such as a friend, family member, or even someone I don’t know who appears to be in distress?

     We are authorized to call those numbers who have reached the Helpie Crisis Line and requested a callback. It means we may not make a third-party phone call.  

  • Is whatever I share with you going to be made public?

     At all times, we will make all efforts to keep the information you share with us private and confidential.  

  • Is this a service that accepts people who identify as LGBTQI+?

     The Helpie Crisis Response Platform is open to all individuals from all walks of life, gender, race and ethnicity.  

  • Is it necessary for me to identify myself?

     No.  

  • How much personal information should I divulge to the Helpie Responder?

     What kind of information you choose to share with the Helpie Responder and how much information you choose to provide is entirely up to you.  

  • How does crisis intervention work when a person is in a crisis?

     Crisis intervention gives the space to breathe easy during times of suffocation. It lets you pause and reflect, helping you look beyond chaos.  

  • Exactly what am I allowed to discuss in this safe space?

     Any issue that you believe is relevant to your present mental health crisis can be discussed on the Helpie Mental Health Crisis Line.  

  • Does call back request and subsequent call back incur any charges?

     It is possible that the caller will be charged for the first time they seek a callback. The crisis line will cover the cost of the call that was returned to the caller.