One-on-One Support FAQs
In this article we’ll cover:
What is One-on-One Support?What should I expect from my session?Sign-up and adminTechnical supportConfidentiality and privacyGeneral queriesWhere can I go for more support?What is One-on-One Support?
One-on-One Support helps parents and carers of teens build skills and confidence through online and phone coaching sessions with skilled parenting professionals. Our team will work with you to identify effective parenting tools and strategies to suit your child’s particular needs and your unique family situation. You will be supported to:
clarify your goals
find solutions
make a plan to move forward
put your plan into practice.
One-on-One Support consists of four free sessions, each one building on the last. You can opt out at any time.
Parents who have used One-on-One Support report feeling more confident, encouraged and supported around their parenting goals and experiences.
Who is One-on-One Support for?
One-on-One Support is for parents and carers of teens aged 12–18 who are supporting their young person through a tough time.
The service is structured for individual parents or carers, couples, or co-parenting/carer pairs (two people maximum). Sessions don’t include your teen, other family members or additional caregivers.
How much does One-on-One Support cost?
One-on-One Support is completely free! This includes all four sessions. You can opt out at any time.
How is One-on-One Support funded?
One-on-One Support is funded by the Australian Government’s Department of Social Services (DSS).
As part of this funding, we are required to supply the following data about participants to the DSS:
name
date of birth
gender
suburb
state
postcode
country of birth
main language spoken at home
if you identify as Aboriginal or Torres Strait Islander
if you are a person with disability.
This information is used to report on participant demographics and the effectiveness of the program.
For more information about our funding obligations, email us at coaching@reachout.com.
Who are the coaches? What are their qualifications?
All One-on-One Support coaches are degree-qualified with experience in coaching, counselling and social work. All of our coaches use the same approach, with a shared purpose of supporting parents and carers to clarify their goals and work towards developing solutions for the future.
When are sessions available?
Sessions are available 9 am–5 pm, Monday to Friday, and new sessions are added every week. Can’t find a session to suit you? Email us at coaching@reachout.com.
Can I choose which coach I work with?
You will be matched with the first available coach for your initial session.
It can be helpful to remain with the same coach for all four of your sessions for consistency. If you would like to change coach, for whatever reason, you can select a different coach when booking your next session or email us at coaching@reachout.com.
Who is eligible for One-on-One Support? Is it right for me?
To be eligible for One-on-One Support, you must be:
a parent or carer of a teenager aged 12–18 living in Australia
in regular, consistent contact with your teen.
As you must be in regular contact with your child, One-on-One Support isn’t appropriate for parents and carers looking to engage in a parenting orders program or for those seeking reunification with a child or teen.
One-on-One Support isn’t a parenting program, meaning you won’t receive a certificate of completion on finishing the four sessions.
We are unable to provide specialised disability support at this time.
Visit Family Relationships Online for more information, or see Where can I go for more support? below for additional helplines and services.
What should I expect from my session?
How many sessions do I get, and how long are they?
One-on-One Support consists of four coaching sessions. Your first session will run for 90 minutes. Subsequent sessions run for one hour.
Sessions are scheduled one to two weeks apart to give you time to try new strategies and techniques.
How do I prepare for my session?
For your video meeting, make sure you have a laptop or tablet connected to the internet in front of you so that you and your coach can work through the online tools together.
If you need to, we can arrange for phone sessions with your coach instead. Contact your coach after booking your session to discuss this.
Make sure you have a quiet space to join the meeting where you won’t be distracted or disturbed.
You may want to take some time to prepare yourself before the session by making a list of things you want to talk about.
What happens during the session?
During the session, you’ll work with your coach to clarify your concerns and identify the goals you would like to achieve.
Coaches then provide you with specific tools and strategies to help support your goals. This could include creating action plans, working on problem solving or devising a support plan. Coaches will also provide tips and resources tailored specifically to your family.
Coaches can also support you when considering how to manage any risk or safety concerns your family is experiencing. This can sometimes include developing a safety plan.
Do I get the same coach for every session?
Yes, you’ll be paired with the same coach for all four sessions. If you feel that your coach isn’t a good fit for your family, you can select a different coach when booking your next session or email us at coaching@reachout.com.
Who attends the session?
The session is between you (individually, as a couple or as a co-parenting/carer pair) and your coach. We don’t recommend groups of more than two. Your teen, other family members or additional caregivers do not attend.
Sign-up and admin
How do I sign up to One-on-One Support?
You can sign up by booking your first session. You’ll then be redirected to our secure booking platform, powered by Upvio, to choose your session date and time.
During booking, you’ll be asked to provide some information about yourself, your teen and your family situation. We ask these questions to help your coach prepare for your sessions. The booking process should take around 10 minutes.
What if I need to change or cancel my booking?
You can reschedule or cancel your session using the links in your appointment confirmation email.
If you need help rescheduling or cancelling your session, email us at coaching@reachout.com.
What do I do if I’m running late or have a technical issue?
You can contact your coach to let them know you’re running late by responding to their confirmation email or emailing us at coaching@reachout.com.
If you’re running more than 15 minutes late, your coach will try to call you. Depending on the time remaining in your appointment slot, we might not be able to start your session and will ask to reschedule.
Technical support
I booked a session but can’t find my confirmation email
Your appointment confirmation email will be sent to you by Upvio, our booking management platform. The email will come from bookings@book.upvio.com. If you can’t find the email, try searching for this email address.
Depending on your email settings, the confirmation email might have been sent to your spam folder, so make sure you check there and mark bookings@book.upvio.com as ‘not spam’ so that future emails from One-on-One Support are sent to your main inbox.
Check your email platform’s help section for more information about managing your spam folder. Some email platforms will nest emails from the same sender if they’ve sent multiple emails over a short period. Try opening the most recent email and click the expand arrows to see all the emails sent.
If you’re still having trouble, send us an email at coaching@reachout.com.
Confidentiality and privacy
Why do you need my email and phone number?
We ask for your email address and phone number to schedule follow-up appointments, send you resources and contact you in case of an emergency.
Is my session confidential?
Yes, your sessions are confidential. Your coach will take notes following your sessions. These are stored in our secure database and can only be accessed by the One-on-One Support team. This means that if you choose to change coaches, they’ll already have some understanding of your situation and goals.
Please note that coaches are mandatory reporters and might need to go outside of that confidentiality and disclose private information to emergency services if they consider that you or someone you know might be at risk of harm, or if required to do so by law. See our Confidentiality and healthcare page for more details.
How is my privacy protected?
ReachOut will manage and share your personal information only as outlined here:
Your personal information is managed by ReachOut in accordance with our Privacy Policy.
Your personal information is securely stored by our appointment management system, Upvio, in their secure database in accordance with their Privacy Policy.
Relevant data (as agreed to by you) is transferred from the ReachOut database to the DSS database through a secure file.
For more information about how the DSS manages your personal information, including information about how to access and correct personal information held on the DSS Data Exchange or to make privacy complaints, visit the DSS website.
If you have further questions about how your privacy is protected, email us at coaching@reachout.com.
General queries
I’m outside of Australia. Can I still sign up for One-on-One Support?
One-on-One Support is only available to parents and carers living in Australia. This is because our knowledge of relevant laws, services, health-care systems and other supports is based in Australia. If you are seeking help outside of Australia, here are some international services you can access:
Is One-on-One Support available in languages other than English?
We can’t offer multilingual coaching at the moment, but this may change in the future. For multilingual services and resources, check out Raising Children Network: Multicultural Services.
Where can I go for more support?
Parentline offers free telephone counselling services to parents and carers all around Australia. In some states, Parentline may also offer face-to-face counselling, webchat and parenting courses, and provide resources for positive wellbeing for families.
02 6287 3833 9 am – 5 pm, Monday to Friday (except public holidays)
1300 1300 52 9 am – 9 pm, Monday to Friday; 4–9 pm, weekends
Parentline Queensland and Northern Territory
1300 30 1300 8 am – 10 pm, 7 days
Parent Helpline South Australia
1300 364 100 24 hours, 7 days
1300 808 178 24 hours, 7 days
13 22 89 8 am – midnight, 7 days (including public holidays)
08 9368 9368 (metro) / 1800 111 546 (regional) 8 am – 8 pm, 7 days
Other national helplines for parents of teens If something specific is happening for your family, one of the lines below might be able to help.
13 92 76 24 hours, 7 days
13 YARN is a national helpline for Indigenous people who are going through a tough time and feel like having a yarn. All of the operators are Indigenous people who are trained to provide judgement-free support and a confidential, culturally safe space to yarn about your needs, worries or concerns.
Family Relationship Advice Line
1800 050 321 8 am – 8 pm, Monday to Friday; 10 am – 4 pm, Saturday
National telephone service that helps families affected by relationship or separation issues. This helpline provides information on parenting arrangements after and during separation and can refer callers to local services that provide assistance.
1300 789 978 24 hours, 7 days
Free online and phone counselling for dads and men, for emotional health and relationship concerns. Online chat support is also available.
1800 737 732 24 hours, 7 days
Confidential and free information, counselling and support for those experiencing sexual assault, or domestic and family violence or abuse. Information is also available for those supporting someone who is experiencing violence and abuse. Online chat available 24/7.
1800 422 737 8 am – 5 pm, Monday to Friday
Practical advice and support for carers, including help, information on respite and financial help.
You can also find more resources on the ReachOut Parents site, including Skills to build.
I have a specific question. Who can I contact for more info?
Send us an email at coaching@reachout.com. We’re here and ready to help!