Each time you call Parentline:

• You will hear a recorded message that tells you about how Parentline works
• After listening to this message, you will be connected with a counsellor. When Parentline gets busy, sometimes we will need to put you on hold until a counsellor is available.
• You will be able to leave a short message and your phone number if you’re unable to wait on hold and a Parentline counsellor will return your call at your convenience. The counsellor you speak to may tell you their name, so if you call again, you can ask to speak to the same person
• Your counsellor will ask you what you would like to talk about and ask you some questions to help understand what’s going on for you.