FREQUENTLY ASKED QUESTIONS

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Who can use these services?

These services are available to any student studying at a post-secondary institution or Indigenous Institute in Ontario.

What is the difference between Good2Talk and Crisis Text Line powered by Kids Help Phone?

Good2Talk is a support service delivered by professional staff with education and experience in professional counselling or information and referrals. Good2Talk is only available by calling 1-866-925-5454. Crisis Text Line powered by Kids Help Phone is delivered by volunteer Crisis Responders, with supervision from paid Texting Supervisors, and can be reached using any text/SMS-enabled device by texting GOOD2TALKON to 686868.

What happens when I call Good2Talk?

After calling 1-866-925-5454, you’ll be asked to select your preferred language (English or French).  A Good2Talk Information and Referral specialist will answer and assist in determining your needs. Based on their assessment and your request, you may receive a community based referral, or you’ll be connected to either a Good2Talk counsellor for single session counselling or a Mental Health and Addictions specialist for information on resources you can access on campus or in the community.

Who am I talking to when I call?

Good2Talk calls are answered by qualified, paid professionals with education, experience and specialized training in either counselling or information and referral. Counsellors are required to have a degree in a relevant discipline (e.g. psychology or social work), a minimum three years of applicable work experience in social services and experience in telephone counselling and crisis intervention. Information and Referral Specialists must have a minimum three years of experience in the health/human services field, have a degree in a relevant discipline and be certified as Alliance of Information and Referral Systems (AIRS) professionals. All helpline staff have Applied Suicide Intervention Skills Training (ASIST).

Is Good2Talk confidential and anonymous?

Good2Talk is completely confidential and our phone counselling service is anonymous. This means that Good2Talk doesn’t require any identifying information, unless you’re seeking a referral to an on-campus or off-campus service. In this case, you may be asked for your postal code or post-secondary institution for our staff to locate services available to you. Your post-secondary institution will not know you’ve contacted Good2Talk. Being completely confidential means that helpline staff are not able to identify you based on your phone number and can only access information you choose to share with them. However, in certain circumstances Good2Talk staff may need to access your information only when it’s absolutely necessary for your safety or the safety of others. Depending on the situation, they may be required to call child protection services (CPS), emergency medical services (EMS) or the police. If you’re concerned about anonymity, you can ask to speak to a Good2Talk counsellor, as the counselling service is anonymous and counsellors cannot access any information unless you’ve provided it.

What happens when I text Crisis Text Line powered by Kids Help Phone?

After texting GOOD2TALKON to 686868, you’ll receive automated messages from Kids Help Phone providing more information about the service and its Privacy Policy. After that, you’ll be connected to a trained Crisis Responder who can talk about any issue, big or small. You can end a conversation with a Crisis Responder at any time by texting the word STOP. This means that you won’t receive any more messages unless you text again. For more details on this service, please visit https://kidshelpphone.ca/text-faq/

Who am I talking to when I text?

Texts to Crisis Text Line powered by Kids Help Phone are answered by volunteer Crisis Responders. Crisis Responders are trained, dedicated volunteers from across Canada who are passionate about helping young people. Crisis Responders are supervised by professional Kids Help Phone staff. Please note Crisis Responders are not professional counsellors.

Is Crisis Text Line powered by Kids Help Phone confidential and anonymous?

The texting service is confidential but not anonymous. This means our Crisis Responders are not able to identify you based on your phone number and can only access information you choose to share with them. However, in certain circumstances a texting supervisor may need to access your information only when it’s absolutely necessary for your safety or the safety of others. Depending on the situation, they may be required to call child protection services (CPS), emergency medical services (EMS) or the police. For more details about privacy and our duty to report, please visit our Privacy Policy.

Who is paying for these services?

Good2Talk has been funded by the Ministry of Colleges and Universities since 2013. Crisis Text Line powered by Kids Help Phone has been made available to post-secondary students in Ontario through additional funding from the Ministry of Colleges and Universities as a pilot program until 2021.

Will it show up on my phone bill if I call or text?

Depending on your phone carrier, the number may appear on your phone bill. However, the service names Good2Talk or Crisis Text Line powered by Kids Help Phone will not appear anywhere on your bill.

Will I have to wait to get support?

Wait times for Good2Talk’s counselling service are 10 minutes on average. Please note that wait times may be impacted by a number of factors. Wait times for Crisis Text Line powered by Kids Help Phone are 5 minutes on average, with high-risk texts being responded to in under 1 minute on average.

What if I'm having trouble accessing the services?

Good2Talk’s phone service is only available to students within in Ontario. If you have a non-Ontario phone number, but are calling within the province, you should be able to access Good2Talk. If you have an Ontario phone number, but are calling from outside the province, you won’t be able to access Good2Talk. If you experience technical difficulties accessing the service, please let us know using the Leave Feedback form and include as much detail as possible about the technical issue you’re experiencing so we can investigate. Crisis Text Line powered by Kids Help Phone can be accessed anywhere in Canada.

Can campus staff call Good2Talk for support?

Good2Talk only provides support to post-secondary students in Ontario. However, we can provide staff, faculty or service providers with information and referral assistance in locating resources for the students they work with.

I’d like to work for Good2Talk. Are you hiring?

Good2Talk does not post job openings on our website. As Good2Talk is a partnership between four organizations (ConnexOntario, Kids Help Phone, Ontario 211 and the Ontario Centre of Excellence for Child and Youth Mental Health), job vacancies will be posted on these organizations’ websites. Please note that Good2Talk staff are paid professionals — we don’t offer volunteer opportunities providing support through Good2Talk’s professional service. If you would like to volunteer with Crisis Text Line powered by Kids Help Phone, please visit https://kidshelpphone.ca/get-involved/participate/call-volunteers-crisis-text-line/