Frequently Asked Questions

  • Q
    Question: How does NQ Connect work?
    A
    Answer:

    NQ Connect provides phone and online counselling, mental health resources, self-help tools, a discussion forum, and a health service database. NQ Connect is part of the Northern Queensland Primary Health Network (NQPHN) and is available to people aged 15 and over who live in the region.

    You can call 1300 059 625 to speak to a professionally trained counsellor about depression, anxiety, relationships, loss and grief, loneliness, trauma, mental illness, parenting concerns, wellbeing, and more. Online counselling is also available via web chat or video counselling, once you register for free on the website. Counselling is free and available 24/7.

  • Q
    Question: How does online counselling work?
    A
    Answer:

    To access online counselling via web chat, you will need to register your details on our website.

    Fill out the registration form and choose a strong password (at least twelve characters, with upper and lower case letters, numbers, and symbols). After you click submit, you will verify your email address by clicking the link in the email sent to you (please look in both your inbox and spam folders).

    After you agree to the Terms and Conditions, log into the NQ Connect website and go to the online counselling page where you can chat with an NQ Connect counsellor.

    If you have already registered with the NQ Connect website, simply log in and go to My NQ Connect, and click on online counselling to get started.

     

  • Q
    Question: How does video counselling work?
    A
    Answer:

    To access video counselling, you will need to register your details on our website and download Skype on to your computer, tablet or phone. Skype is a free app.

    Fill out the registration form and choose a strong password (at least twelve characters, with upper and lower case letters, numbers, and symbols). After you click submit, you will verify your email address by clicking the link in the email sent to you (please look in both your inbox and spam folders).

    After you agree to the Terms and Conditions, log into the NQ Connect website and go to the online counselling page where you can chat with an NQ Connect counsellor.

    If you have already registered with the NQ Connect website, simply log in and go to My NQ Connect, and click on online counselling to get started.

     

  • Q
    Question: What qualifications do counsellors have?
    A
    Answer:

    The service is staffed by professional counsellors who have demonstrated a minimum of 456 post-qualification face-to-face hours of counselling experience prior to joining.

    All counsellors hold a tertiary degree of minimum three-year duration in a relevant discipline of psychology, social work, counselling and social science or welfare studies.

  • Q
    Question: What do I do if I'm locked out of my account?
    A
    Answer:

    If you try too many invalid logins, your account will be suspended for 15 minutes. This is a security measure to protect our users.

    After 15 minutes you can return to the website and reset your password. Use the Forgot Password link and enter the email address you used to originally login with. An email will be sent to that address containing a link to reset your password.

    Remember you can still reach our counsellors on 1300 059 625 at any time.

  • Q
    Question: Is NQ Connect free?
    A
    Answer:

    Yes, the service is free.

    If you call to speak a counsellor on 1300 059 625, you may be charged the local call rate (mobile charges may vary).

     

  • Q
    Question: How does the book a counselling session work?
    A
    Answer:

    If your situation is not urgent, you can request a call back from an NQ Connect counsellor who will return your call within 24 hours, between 9am and 9pm. Please note that a call back is only available for people in northern Queensland.

    Once you enter your mobile phone number, click the Request Counselling button. You will then receive an SMS confirmation code. Enter this six-digit confirmation code on the website to submit your request.

  • Q
    Question: Can I book a counselling session on behalf of someone else?
    A
    Answer:

    No, you can only book a counselling session for yourself.

  • Q
    Question: Can I call if I am not based in northern Queensland, Australia?
    A
    Answer:

    Unfortunately, this service is not available to people outside of northern Queensland, Australia. Please contact your local support service or reach out to Suicide Call Back Service on 1300 659 467. If it is an emergency, please call 000.

  • Q
    Question: What is a K10 Test?
    A
    Answer:

    A K10 Test for depression and anxiety is a self-help tool designed to help you determine to what extent you’ve experienced depression or anxiety over the last month. Please note that a K10 is not a substitute for a case management plan. It is not a mental health diagnosis, but rather, a tool to assist you in determining whether you need help.

    To access the K10 Test, you must first register on the website.

  • Q
    Question: What is the Support Service Database?
    A
    Answer:

    The NQ Connect Support Service Database is designed to help you find a local health provider in northern Queensland. To access the database, you must first register on the website.

  • Q
    Question: What is the NQ Connect Mental Health Discussion Forum?
    A
    Answer:

    The NQ Connect Mental Health Discussion Forum is a place for you to talk with like-minded people about any mental health and wellbeing topics that you may be dealing with. To access the forum, you must first register on the website. The NQ Connect forum privacy policy can be found here.

  • Q
    Question: Where can I view the privacy policy?
    A
    Answer:

    Our privacy policy can be viewed here: NQ Connect privacy policy.

    Our privacy policy for the can be viewed here: NQ Connect forum privacy policy.

  • Q
    Question: Can someone receive counselling if they don’t speak English?
    A
    Answer:

    Yes, counselling is available to people whose first language is not English.

    To initiate counselling, a caller should (if possible) advise on their preferred language. The counsellor will then place the caller on hold and contact the Translating and Interpreting Service (TIS). The counsellor will then reconnect with the caller and the interpreter in a conference call.

    Alternatively, someone can contact the interpreter first, who can then call the counselling service to begin the session.

    Counselling is most effective when the counsellor and caller can communicate as honestly as possible. While we acknowledge that this could sometimes feel awkward when a translator is involved, we encourage you to be as open as you can in order to get the most out of counselling. TIS officers are bound by privacy legislation to protect clients’ rights. The usual risk assessments and ethics of counselling apply.

  • Q
    Question: Can I use the National Relay Service?
    A
    Answer:

    Yes, our counsellors are experienced in working with clients through the National Relay Service (NRS). They will work with the relay officer to provide counselling and are conscious of obstacles facing people with a disability. They will use a person-centred, strength-based approach to suit their needs.

    A counsellor will work to get the most out of the session by communicating as openly and directly as possible, almost as if the relay officer is not involved.

    NRS officers are bound by privacy legislation to protect clients’ rights. The usual risk assessments and ethics of counselling apply.

  • Q
    Question: How can I order or download promotional items?
    A
    Answer:

    Ordering and downloading promotional cards, flyers or postcards is easy.

    Just visit the promotional materials page. Place your order and we will happily mail it to you.

    From the same page you can also download digital versions (PDFs) of each item, which you are welcome to print and distribute.