What is Parent Line?
Click here for information about our service.
Who funds and manages Parent Line?
Parent Line is proudly managed by CatholicCare and fully funded by the Department of Community Services (DoCS) NSW.
How long has Parent Line been around?
Parent Line NSW has been operating for close to 12 years. The 24-hour service began in October 2007.
Who can call?
Anyone caring for a child aged 0-18 years and living in NSW can call us. We receive calls from grandparents, carers, professionals, aunties and uncles, neighbours and more, anyone who might be looking after a child.
We also take calls from professionals who may need information about specific parent or child behaviour issues, referral queries or support on how to work with a family.
What do people ring Parent Line about?
Any issues relating to parenting children 0-18 years of age. Click here to read some of the typical calls we receive.
How can I access the service?
Simply call us on 1300 1300 52, 24 hours a day, 7 days a week, or send us an email here.
Can I make an appointment to see a counsellor? No: Parent Line only provides telephone services. However we can refer you to services in your area for follow up and ongoing support. We can also send you information by email or in the post to help you deal with your situation.
Please note that we cannot provide counselling or parenting advice by email, only information sheets or details of services.
Are the calls recorded?
No, all calls are confidential and private. Parent Line does collect some general statistics for reporting to our funding body. The kinds of information we keep include the issues the call was about, the ethnic background of your family, how you found out about our service, how helpful you found the call and the general area or postcode you are calling from. We do not ask for or keep identifying information unless we have concerns about your safety or someone else's.
Parent Line staff are mandatory reporters for child protection concerns. We are required to report to the Department of Community Services if we believe that a child has been harmed or is at risk of harm. In most cases the counsellor will try to discuss this with you.
Occasionally calls may be monitored for training purposes. The counsellor will tell you about this at the beginning of the call if this happens.
Can I call back?
Yes. Many clients call back and talk through a parenting strategy, or discuss other issues that have come up for them. Some of our clients have been calling us for several years. We also welcome feedback about our service. Feel free to ring us or send us an email with your story or comments.
Can I ask a counsellor to call me instead?
Only if we are busy and you can't get through. During normal business hours, if all our staff are busy when you call, you will be able to leave a message. A counsellor will then call you back briefly when they are available.
Although we are open 24 hours a day, this option is not available outside of business hours. If all our lines are busy when you call, please listen to the recorded information about whether you can leave a message or not.
A call to Parent Line is only the cost of a local call from a landline anywhere in the state. Please check with your telephone company about the cost of calling us from your mobile.
What if I need an interpreter?
We use the telephone Translating and Interpreting Service. Click here to see information about written information and counselling in different community languages.
What other ways can I get information?
Our website has lots of ideas and strategies for parenting and related information. You can download information sheets, or read through the content pages. If you can’t find what you need, please call us on 1300 1300 52, or email us here.