My name is Kirk, and this is the insider's guide to the Are You OK helpline. The Are You OK helpline exist to help people who are going through a hard time in their life and their relationships. We're there to be non-judgmental, caring support for you. We won't make decisions for you, but we'll offer some guidance and support to you.
So our team are trained to help people with historical things that they're concerned about. They're trained to help people in the moment in the crisis that's going on and might have just happened. Or you've had a really difficult conflict at home. And we're trained to actually help you understand risk. And sometimes we don't understand it ourselves. A professional helps you to see it, a bit more clearly, and we can often get you connected to police or someone like that if it's needed, or other support services. So our team, in their training, they're trained to actually help people make the next step in their process of change. But it's all about what you want to do at that time we won't make you make a decision or make a choice to go anywhere or do anything. It's all about -We'll give you the options.
We'll give you the tools, and it's about you making that choice feeling empowered to do it when you're ready. So sometimes a personwill call us and reach out for help. And our staff are trained to pick up in that conversation, if they think the perpetrator is in the room or nearbywhen the person's calling. It's really difficult, therefore, for the person who's calling to communicate openly and honestly with us about what's happening. Actually to protect your identity,
If you don't feel comfortable disclosing who you are, you don't have to tell us anything identifiable about you, because what we want to do is give you the information and support that you need right now without the fear of someone coming knocking on your door, we're about supporting you in the moment, and then you can make a decision from there what you do with that information. You don't need to be in immediate danger to reach out to us. Actually, it's better if you're not in one sense, we want to help you before you move, and make big decisions in your life. We would prefer it if you reached out and we helped you plan your next steps. But if you are in danger, please reach out to us as well, and we can help you get the support that you need.
So if someone calls us and their needs are sort of bigger than what we can offer them or they want the support - like we can offer them what we call a 'warm transfer', we'll phone another service or organisation or agency that is appropriate and is available, and they want to go to and we’ll 'warm transfer' through to that service. Or we can do more formal referral process for people, to get them connected into the services that they need in their community.
So we don't use chat bots on our web chat, you're speaking to, or you're typing to a trained counsellor or social worker, and that's really important because you need to know that what you're talking about, you know you're talking about some very vulnerable things you need to know there's a real caring person at the other end there, responding to you and giving you some really great advice.
The people who take our calls are all trained counsellors and social workers, or some have social services degrees, and they've all gone through quite an extensive domestic violence training. And so the folks that you speak to really know their business, you can have a lot of confidence that you're going to get the best support you can on a helpline in New Zealand when you speak with us.
So if you don't speak English, you're most welcome to contact us. We have a number of people on the team that speak a variety of languages. We also use a translation service, so you'll always be able to be heard by us. If you're wanting information about domestic violence or what resources are available out in the community, please call us.
We have a great database of services around the country that are available every day of the week. If you're watching this video, it's likely that you or someone you know is concerned about their relationships at home. The best way for you to reach out to us is by phone, email, webchat or SMS. We're here because we care.
PG
Description
The Are You OK helpline is a free, confidential 24/7 phone line and webchat for people impacted by family violence.
The Insider's Guide: Are You OK Helpline
Up Next
4:04
9 May 2025
The Insider's Guide: Community Law
Community Law provide free, confidential, one to one legal advice to people who need it, all across Aotearoa New Zealand.
Parental Guidance Recommended for Younger Viewers.
FAQs
Call 0800 456 450, or click ‘get help now’ in the bottom right-hand corner to webchat with the team. They are available 24/7 and there is no cost.
All our call takers are trained, paid professionals. They can support you to assess risk, make a plan for the next steps, or work through things that are upsetting you, whether that’s historical trauma or things that have just happened.
The team are trained to listen, be non-judgemental, and support you with information and assistance. Sometimes all you need is a kind, listening ear, and sometimes you need someone who can sit and talk you through some of your options. When you’re struggling with violence, abuse or control from your partner it can be really difficult to make decisions or to understand what is happening to you. If you need to be referred on to someone else, the Are You OK team can help with that referral too. You will never be pressured into making any decisions or giving any information you don’t want to give.
Before you contact the Are You OK Helpline, you will need to consider your safety. When making a decision about whether to call or use webchat:
• Think about what makes you feel most comfortable: Some people like the discreet nature of messaging. Others prefer speaking directly on the phone or in person.
• Consider how complicated your situation is: If you want to talk more in-depth about your situation, talking on the phone might be better. For simpler things, chatting online could be more appropriate.
• Think about your specific needs: Some ways of communicating might be better if you don't speak English or have trouble seeing or hearing.
• Think about what you like best: Do you prefer writing things down or talking them out?
Yes, the helpline does not use chatbots or AI in the webchat – you will always be interacting with a real person who is a trained professional. You can access the webchat on this site (areyouok.org.nz) and you can use it on your mobile phone or your iPad or desktop.
As much as you’re comfortable with, when you are comfortable doing that. You can remain anonymous, or you can give a fake name if you are not comfortable sharing this information.
Absolutely. What you say is not shared with anyone without your consent.
Calls to the Are You OK helpline are recorded. That’s done for several reasons, including monitoring quality of the service we are providing, to make sure we are always improving. In addition, if you ever need a copy of the transcript from your phone call with us (e.g. as evidence in a court case or to support any Family Court decisions) we may be able to provide this to you (meeting the obligations of the Privacy Act 2020). All our staff have signed confidentiality agreements and the files can only be accessed by authorised members of staff. You can review the privacy policy here: https://whakarongorau.nz/privacy.
Yes, you can call as a support person for a friend or whānau/family member you are concerned about. We can provide advice and guidance to support you as you walk alongside your loved one.
