Confidential support services are available to all Ambulance Victoria staff, first responders and their immediate family members.
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| Spouse / Partner | | |  | | |
| Sibling | | | | | |
| Dependent children | | | | | |
| Parent or Guardian whilst living at the same premises | | | | | |
| * Temporary or Contracted employees working ** alongside AV employees or first responders for | | | | | |
| Employee of an agency who supports Air Ambulance Operations (contracted flight crew or pilots) | | | | | |
| Remote Area Nurses (RAN) dispatched by AV | | | | | |
| Retired and Former employees / First responders # | | | | | |
| University student – while on placement *** | | | | | |
# 18-month trial has commenced effective 1 October 2024 removing the time limit on retired / former employees using the 24/7 counselling line.
* 1 VACU session paid for post contractor ceasing to work with AV.
** ‘Alongside’ is defined as working within a team with AV employees or first responders, contributing to the day to day functioning of that team as the employees or first responders are.
*** University students have access to Student counselling services within their university as placements are only weeklong.
Support services at Ambulance Victoria
Mental health clinicians within AV – Internal Psychology team
At Ambulance Victoria we have a team of Psychologists that are available to provide quality, evidence-based psychological support. Click here for more information on what a Psychologist does and how they can help.
Appointments with our internal Psychologists are covered by Ambulance Victoria up to 6 sessions, with additional sessions available as clinically indicated. You can seek out an appointment with one of our internal Psychologists by enquiring via vacu@ambulance.vic.gov.au.
Mental health clinicians outside of AV – VACU Network
If you are looking for support from a mental health clinician for you or your eligible family member, AV gives you access to 6 face-to face or telehealth appointments with a member of the VACU network per financial year. Additional sessions may be offered by request as clinically indicated. These sessions are fully funded by Ambulance Victoria. The VACU (Victorian Ambulance Clinician’s Unit) is an external network of over 120 contracted clinicians across Victoria, which includes Psychologists and Mental Health Social Workers. You can organise an appointment with a VACU clinician by contacting them directly; a referral is not needed. Call 1800 MANERS, option 2 to get up-to-date information on VACU clinicians and their contact details. For questions regarding availability and/or accessibility of clinicians, email vacu@ambulance.vic.gov.au.
1800 MANERS 24/7 Counselling Line
Our counselling line operates 24 hours a day, 7 days a week, with a psychologist available for immediate support. This counselling line can be utilised by AV employees, first reponders, and their family members. In addition you can access this line even if you are already linked in with a psychologist. The counselling line can offer unlimited support in times of need, as well as assist with referral to a clinician from our VACU network. You can access the 24/7 counselling line by calling 1800 MANERS (1800 626 377) and selecting option 2.
Peer support workers
The Peer Support team are a diverse team of AV employees and first reponders that are trained to provide immediate peer support following difficult work experiences including major incidents and events. They come from different roles across the organisation and as such understand the unique challenges staff face in their work at AV. It’s important to know that Peers are not counsellors but complete regular training and professional development to be able to deliver psychological first aid and can help with accessing referral pathways to other services. Peer Support is available 24/7 by calling 1800 MANERS (1800 626 377) and selecting option 1.
Pastoral care
Pastoral Care (Chaplaincy) is about listening and supporting a person through any issues or challenges they may be dealing with. Bound by similar professional standards as our psychologists and mental health clinicians on the VACU network, pastoral care augments other wellbeing supports like Psychology and Social work to ensure well-rounded, holistic care.
Chaplains provide pastoral care and support when questions about religion, life, death, meaning, hope and loss arise. Our chaplaincy team are based state-wide with support from a large volunteer chaplaincy network, and have a broad range of expertise. Chaplains are available for anyone, regardless of religious affiliation. You can access our Chaplains by calling 1800 MANERS and selecting option 3.
Retired and Former Employees (RAFE)
The Retired and Former Employees (RAFE) program is available to employees who have finished their career with AV and are seeking support and connection. Similar to our Peer Support network, RAFE volunteers undertake the Peer Support Foundational Learning Program and are trained in psychological first aid. In addition to the RAFE program, retired and former employees are also eligible to access psychological services through the VACU network for up to 12 months (maximum of 6 sessions) post-AV employment. You can contact our RAFE volunteers at RAFE.PeerSupport@ambulance.vic.gov.au.
To see the actions we are taking over the next 3 years to cultivate, maintain and strengthen the mental wellbeing of our workforce, read the Mental Health and Wellbeing Action Plan here.