Confidential information

PANDA counsellors and volunteers on the helpline are trained to seek information from the caller that is important to understanding the caller's situation and identifying the needs for referral and information. Any information collected is kept confidentially and is ultimately destroyed at the conclusion of the caller's contact with PANDA.

Storytelling

Callers can expect to be talked to with respect and genuine interest in what is going on - encouraged to tell their story.  Many callers haven't had the opportunity to tell their story of how they have come to call PANDA from beginning to end.  It can build understanding and insight into their situation as well validate what is going on.  This is very important if the new parent is feeling unheard or judged.

Peer support

Many callers speak to counsellors and volunteers who have personally experienced antenatal or postnatal depression and anxiety or cared for a friend or family member.  Almost all staff and volunteers have children themselves so they understand how hard it can be to have a new baby and be a parent.  These personal experiences mean that callers speak to someone who understands and can more effectively help.  Sometimes this might mean that the counsellor or volunteer is happy to share a little bit about their experiences - self disclosurem, but only if the information is really helpful

Follow up

PANDA provides a unique structured review program where PANDA takes responsibility for making contact with

Outcome

At the end of most calls the caller has been given the contact details of 2-3 community services and resources in their local area, strategies about how to access these services and the mailing of an information package.