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Counselling

OutLine Aotearoa has been providing Rainbow specialist counselling services to our communities for the better part of a decade.  

This service is currently on pause while we undertake work to transform the way we provide counselling to our communities.  

Our free and confidential phone and chat support services remain available every evening between 6pm and 9pm. To access these services, call 0800 OUTLINE (0800 688 5463) or visit outline.org.nz/chat. 

OutLine also continues to provide peer support to trans and non-binary people in Tāmaki Makaurau Auckland, and to conversion practices survivors nationwide. 

Please read on to learn more about why we’re changing our counselling service, what to expect in the future, how to stay in the loop, and where to get help in the meantime. 

Why is OutLine pausing its counselling service?

Until recently, OutLine provided counselling via a contracted services model. Under this model, our counsellors worked as independent contractors, rather than as internal staff employed directly by OutLine. Our counsellors also had a separate supervision structure to OutLine’s core internal services. As a result, our contracted counselling service was not always consistent with OutLine’s values and priorities. 

In 2023, OutLine engaged Deloitte to conduct a review of our Rainbow support services. This was followed by internal staff changes and a second service review undertaken by our current Chief Executive in 2024.  

The reviews found OutLine’s contracted counselling service was not always safe and accessible for everyone in Aotearoa’s Rainbow communities, particularly for our Takatāpui and MVPFAFF+ communities.  

Efforts were made to establish consistency between OutLine’s contracted and internal services, but these were unable to remedy the issues identified by the service reviews. 

As a result, in 2024 the Chief Executive and Board made the decision to pause our counselling service in its current form, and to rebuild the service internally as part of OutLine Aotearoa’s core internal services. 

What will the new counselling service look like?

OutLine has begun the process of creating a new service that will better serve our communities in a more holistic and community-centred way. Our aim is to be able to provide culturally safe and mana-enhancing targeted forms of Rainbow specific mental health care that particularly cater to and for Māori and Pacific Rainbow communities, with our primary driver being the evidence-based belief that what works for Māori works for all. 

Privileging the service to our Takatāpui and MVPFAFF+ communities will mean that we are able to provide better, more equitable and accessible services to the communities who in the past have found OutLine Aotearoa inaccessible.  

When will the new service be ready?

A change as significant as this requires time, patience, care and aroha, all of which our kaimahi have committed to throughout this process. 

We hope that our communities can get on our waka of change and extend some grace to us as we navigate this new chapter as a more inclusive nationwide Rainbow mental health support service. We will continue to update our communities through this process in an effort to be both transparent and open to critique and feedback along the way. 

We truly believe that with our communities, we can build a service that can provide multiple forms of mental health care and community connection for all. 

To stay informed on this mahi, and learn more about the new counselling service when it is launched, please sign up to our mailing list and follow OutLine on Instagram, Facebook and LinkedIn. 

Where can I get help in the meantime?

We thank you for your patience and understanding while we undergo these much-needed changes to our counselling service. 

In the meantime, our free and confidential phone and chat support services remain available every evening between 6pm and 9pm. To access these services, call 0800 OUTLINE (0800 688 5463) or visit outline.org.nz/chat. 

OutLine also continues to provide peer support to trans and non-binary people in Tāmaki Makaurau Auckland, and to conversion practices survivors nationwide. 

If you’d like to see a Rainbow-competent counsellor while OutLine’s counselling service is on pause, we are currently in the process of compiling a list of providers. Sign up to our mailing list to receive an update when the list becomes available. 

If you need more immediate help, please see our list of other support services, as well as our list of other Rainbow and HIV resources. 

In an emergency phone 111, if anyone is in immediate physical danger. Or go to your nearest hospital emergency department (ED).