Lilydale Youth Hub

Young male on his phone

What to expect when you reach out for mental health support

You might know where to call if you need support for your mental health, but do you know what to expect when the person on the other side answers your call?


This article in three points

  • Not many people know what to expect when they first reach out for mental health or social support
  • This article provides a look into the initial discussion Intake Coordinator will have with you if you ever call, or are referred to the Lilydale Youth Hub.
  • In short: it’s all about finding out who is safe and supportive in your life; getting an understanding of why you are seeking support; and, most importantly, finding out what you would like to improve in your life.

Many young people report that reaching out for mental health support can be a daunting experience.

Not knowing what mental health/social support and treatment involves turns a lot of people off the idea of reaching out and getting the help they need.

To shed light on this, and to help you feel confident in seeking help for mental health issues, we spoke with Jenny from the Lilydale Youth Hub support team.

A quick refresher of what we do:

Jenny is often the first person you will speak with if you come to the Lilydale Youth Hub for help. She takes your details, and then gets an understanding of what you are dealing with and what you are hoping to get out of your support.

The Lilydale Youth Hub is entirely voluntary. You always have control about how you want to participate, or if you want to stop.

If you decide you are happy to engage with the Hub, Jenny will then send on your request for support to the rest of the team and get you connected to a case manager or peer support person.

What happens in the first phone call/meeting?

The initial call is a fairly simple process, but Jenny takes great care to make sure you are comfortable and happy with what is happening.

“It is not about immediately asking you about your mental health issues,” she says. “It’s really important to first get an idea of what supportive relationships and places you have – Who do you feel safe with, where do you feel safe and supported.”

“We ask that because those support networks around you are vital for helping you with your mental health and wellbeing. It’s all about starting with what makes you feel positive, rather than poking and prodding at all the negative stuff.”

Jenny might ask you what cultural connections, or community connections you have. If you play sports or have other hobbies or interests.

So what happens when we get to the mental health stuff?

In the initial call with Jenny, she will ask you why you have come to the Lilydale Youth Hub for support. This is where you can provide as much or as little information about any mental health or social issues you have been having.

In some instances it may be obvious, but plenty of young people contact the Lilydale Youth Hub not fully understanding what the problem is, just that something isn’t quite right.

Jenny says that her main focus is on listening to your story, being encouraging and non-judgemental.

“The most important question I ask young people in the initial call is ‘what would you like to improve? What would you like to change?’”

“Sometimes that can be a big question, and not everyone is able to set a goal, but even thinking about what they would like to change can make a big difference. Very often the answer is ‘I just want to be happier’.”

“We ask all of this so that we know how to best support you on your mental health and wellbeing journey and assign you to a case manager or peer support person that is best for you.”


Need help with your mental health and wellbeing?

See our Get Support page to submit a request for support.

You can also contact the hub by emailing or calling 9757 8777.

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