Support Mail Information

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You can email us for support at:

or simply use the web form below. Skip to webform>>

  • What is the purpose of the Support Mail service?
    • The purpose of the service is to provide support and information about issues relating to depression and anxiety.
    • To actively listen to concerns or questions a service user might have.
    • To identify the most appropriate options for the service user at that time and to inform him or her of appropriate, alternative services available within Aware and externally.
  • Who is the Support Mail Service for?
    This service is for individuals who are seeking support and information to cope with, manage or recover from depression, anxiety and related conditions. Sometimes it can feel too difficult to pick up the phone and talk with someone about what is troubling us, so writing might be an easier option for some people.
  • Can family or friends use the Support Mail Service?
    Yes, Aware’s Support Mail Service is here to support and provide information for family and friends too.
  • I want to sign up for the Life Skills Programme can I email this address?
    If you have any general questions about Aware’s Life Skills Programmes or other programmes/services delivered by Aware please email our general enquiries at: and a member of staff will respond.
  • How long before I receive a reply from the Support Mail Service?
    This support service is provided by trained volunteers seven days a week. You will receive an email reply from Aware within 24 hours. If you email and don’t receive a reply within 24hours, it may be worth checking your junk mail folder or resending your original message just in case there was a problem with sending it the first time.
  • What should I expect when I email?
    When you email us you will receive an automated response to confirm that Aware has received your email. One of our volunteers will then send a full response to you within 24 hours.
  • Are the Support Mail Service volunteers trained?
    Yes, all volunteers are given extensive initial and ongoing training by Aware.
  • Are the Support Mail Service volunteers counsellors?
    No, Aware volunteers are not counsellors or therapists.
  • Do Support Mail Service volunteers have experience of depression?
    Personal experience of depression is not a pre-requisite for our volunteers, but it is essential that they have an understanding of depression and its impact. Even where a volunteer does have personal experience, they are not in a position to share: The email is about you and helping you through your own experience.
  • I want advice, I want someone to tell me what to do, will you give me answers?
    Our volunteers can’t give you answers or tell you what to do. What they can do is look at available options with you so you can decide what is best for you. Often talking with someone who is outside of the situation can help give clarity and perspective to whatever is going on.
  • I want advice about medication?
    Our volunteers are not medically trained and therefore will not discuss specific medication. Your doctor or pharmacist is best placed to talk you through any concerns or address any questions you might have about treatment.
  • Will my email content be confidential?
    The Support Mail service is confidential within the normal limits. This means that confidentiality is guaranteed except:

    • Where a person has immediate plans to self harm or plans to harm others.
    • Where there is information that a child is at risk of, or has in the past been subjected to, harm/abuse/neglect.

    Aware’s confidentiality policy is in line with best practice, and ‘Children First: National Guidance for the Protection and Welfare of Children’ (Department of Children and Youth Affairs, 2011).

  • Is my name and email address visible to volunteers?
    The Aware Support Mail service is encrypted. Volunteers will not see the name and email address of the first email request for support. However if a service user clicks ‘reply’ to the first Aware email response your email address will appear in the email history.
  • What other support services does Aware offer?
    Aware’s other support services include nationwide Support Groups, and a Freephone Support Line 1800  80 48 48.

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