Virtual Support

Virtual support allows you to attend appointments by video call or phone from your home or another private place.  

Being in your own space can help you feel more comfortable and make it easier to attend appointments if travel or distance is a challenge. 

What do I need to access my virtual appointment? 

• A phone, tablet, or computer  
• Internet or phone connection  
• A quiet, private space  
• Headphones, if required for privacy 
• Wi-Fi or mobile data availability  

You will receive instructions before your appointment. If data costs are a concern, you can use free Wi-Fi at a public library or choose the phone-only option for your appointment. 

Privacy and safety

• We use secure systems to protect your privacy  
• Sessions are confidential, just like face-to-face visits  
• If privacy is a problem, tell your support coordinator.  
• Your support coordinator will establish a safety plan with you if you feel uncomfortable at all in your sessions.   

When a virtual appointment may not be suitable

• You are in crisis or feel unsafe  
• You need urgent, in-person care  

If you need immediate help, feel unsafe or at risk, call Lifeline on 13 11 14 

 Connecting to your virtual appointment 

To assist you in joining your appointment via phone, tablet or computer please see the below instructions: 

• Look for an email or text with the appointment time and link to join  
• Click on the link or open the Teams app on your phone or computer  
• Click on the appointment in your Teams calendar and hit the “Join” button  
• Make sure your microphone and camera work before joining by testing them in your device settings or in the video platform’s test feature. 
• Once in the appointment, you can see and talk to your support coordinator just like in a face-to-face visit  
• When your session is complete, simply leave the call by clicking the Leave button   

If you have technical problems:   

• Ensure the device is plugged in correctly and charged.   
• Check your internet connection.   
• Check you’re using a supported web browser.   
• Verify your device is supported on the platform.   
• Restart your device.   
• If using Wi-Fi, turn off other devices using it.   

If you are still having problems connecting, call us on 1800 719 625.