Available Monday – Sunday, 10am to 10pm*.
* The Samaritans helpline is open 24 hours a day on 116 123
Support Line FAQ
- What is the purpose of the Aware Support Line?
- Provide telephone support and information about issues relating to depression and anxiety.
- Actively listen to callers’ concerns, questions and reasons for calling.
- Identify with the caller the most appropriate options for him or her at this time.
- Inform the caller of appropriate, alternative services available within Aware and externally.
- Who is the Aware Support Line for?
The Aware Support Line is for individuals who are seeking support and information to cope with, manage or recover from depression, anxiety and related conditions.
- Will my call be confidential?
Aware guarantees confidentiality within normal limits.
- Can family or friends ring the Support Line?
Yes, the Aware Support Line also supports family members and friends of people who are experiencing depression, anxiety and/or related mood disorders.
- When can I call the Aware Support Line?
The Support Line is open seven days a week; Monday – Sunday from 10am – 10pm. The Support Line can be quite busy at times, so if you’re trying to get through, please bear with us.
- How much does it cost to call the Support Line?
Calls to the Support Line are charged at local rates from landlines, while costs from mobile phones may vary depending on service provider.
- This is my first time to ring, what should I expect?
When you ring the Aware Support Line you will hear a recorded message and you will then be put through to the next available volunteer. Making the first call takes a lot of courage but picking up the phone to talk to us is a positive step. It can be difficult to talk about what is troubling us but remember to take your time. Our volunteers are there to listen and support you, they do understand how difficult this might be for you.
- How long can I talk with a volunteer for?
The length of calls can vary but on average calls are about 15 minutes.
- Are the Support Line volunteers trained?
Yes, all helpline volunteers are given extensive initial training by Aware and also take part in ongoing training.
- Are the Support Line volunteers counsellors?
No, Aware volunteers are not trained counsellors or therapists.
- Will the volunteer ask me any questions?
Our volunteers will talk with you about what is troubling you and about what brought you to call the Aware Support Line. In order to proactively help you, they may ask you some questions to better understand what is going on for you and to explore helpful options that may be available to you. We won’t ask you to go into detail about what has happened in the past: we focus on the present, acknowledging your thoughts and feelings and on identifying helpful actions.
- Do Support Line volunteers have first-hand experience of depression?
Personal experience of depression is not a pre-requisite for Support Line 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 this with the caller: the call is about you and helping you through your own experience.
- I want advice, someone to tell me what to do and where I should go?
As volunteers we can’t and won’t tell you what to do, only you can decide what is best for you.What we 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 to talk with someone 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.
- Can a helpline volunteer ring me back?
Volunteers do not have the facility to ring callers.
- I live outside Ireland, can I ring the Aware Support Line?
If you are living outside Ireland and wish to access the Aware Support Line, please call +353 1 676 6166.
- What other support services does Aware offer?
- What other Support Lines might be able to help me?
- Samaritans 116 123
- 1Life 1800 24 7 247
- Teenline 1800 833 634
- Childline 1800 666 666
- Dublin Rape Crisis Centre 1800 77 88 88
- Shine (formerly Schizophrenia Ireland) 1890 621 631