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Helplines Australia offers publications relating to several topics pertinent to telephone and internet based services.

Guide to Best Practice 3rd edition (2009)

The completely updated and revised 3rd edition of the Guide to Best Practice. An invaluable comprehensive reference to use in training and managing a helpline.
The Guide has been extensively edited to reflect the evolving nature of Helpline Management. The Guide has been revised to four sections;

  • Starting a Helpline
  • Managemen of Helpline service
  • Managing the call/contact
  • Management of Helpline workers

This publication is free to new members and membership renewals (excludes Individual membership)

Extra copies of this publication are available for $30 (inc GST & Postage)


CONNECT - Helplines Australia Newsletter
The newsletter is published three times per year. It allows regular communication with members and others interested in helpline issues.  It informs on new legislation affecting helplines, Helplines Australia developments of interest to members, useful services and reports on other issues affecting helplines.  The Newsletter also features regular Member Profiles and articles from outside agencies. We encourage members to put their view across and articles on issues of interest to helplines. 

This publication is free to all members and membership renewals Previous editions of our newsletters are available for download:


Helplines Australia Research 2008

Helplines Australia in conjuction with the NSW Psychologist Registration conducted an Industry Research to determine the levels of skills and professional support required to provide psychological support to the public using only the telephone and or electronic media. The research ws completed over three phases and the report is now availble for viewing:

Helplines Australia Research
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