Consultation and Advice

Frequently asked questions

Find out more about how to access guidance and support from the Practitioner Support Service, and what to expect from the service.

What is the Anzac Centre Practitioner Support Service?
Who can use the Practitioner Support Service?
How can I make an enquiry to the Practitioner Support Service?
Who will respond to my enquiry?
What can I expect when I call the 1800 number?
How long will it take for me to get an answer to my enquiry?
How often can I make an enquiry?
Is there a fee for using the service?
I am a veteran or veteran’s family member – where can I get support?
Where can I get information about veteran mental health quickly?
What kinds of enquiries can the Practitioner Support Service address?
Can the Practitioner Support Service help people who are not mental health clinicians or psychologists?
What happens with personal information I provide to the Practitioner Support Service on myself or my client?
Does DVA have access to the information I provide about myself or my client?
Who runs the Practitioner Support Service?
What is the Anzac Centre Practitioner Support Service?

The Practitioner Support Service is a free, nation-wide service providing expert multidisciplinary guidance and support to health practitioners, support organisations and others working with Australian veterans with mental health problems. The Practitioner Support Service can provide free consultations with veteran mental health experts via phone or email, online practitioner resources, and professional development and networking opportunities for those supporting veterans.

Who can use the Practitioner Support Service?

The service is for practitioners and organisations with queries related to veteran mental health. No query is too simple or too complex, and mental health does not need to be the primary focus of your work with a client. The service aims to offer guidance to people of all levels of experience from those who are new to working with veterans or mental health, through to those who would consider themselves experienced with these issues.

We are not a crisis service, and any questions regarding immediate risk to clients will be redirected to your existing crisis support services. We do not provide direct services to veterans or their families.

Our primary aim is to support those working with ex-serving Australian Defence Force (ADF) members with mental health problems. However, we know that sometimes practitioners and organisations also work with current serving ADF members. We can provide guidance and support in these circumstances as well.

The service is for health practitioners (such as psychiatrists, GPs, allied health practitioners, medical specialists, rehabilitation practitioners), organisations that provide clinical services specifically for veterans with mental health problems (e.g., Open Arms, Soldier On, Mates4Mates), other veteran-specific organisations (e.g., ex-service organisations), and researchers who work with Australian veteran populations.

How can I make an enquiry to the Practitioner Support Service?

You can call us on 1800 838 777 or submit an enquiry online. The 1800 number is available from 9am to 4pm (AEST), Monday to Friday.

Who will respond to my enquiry?

A multidisciplinary team of expert consultants in veteran and military mental health is available to support you in your work. From psychiatrists to social workers, we will direct your enquiry to the most appropriate team member. We can also arrange a consultation with a multidisciplinary panel of experts to discuss clients with more complex needs. Our team includes specialist clinicians and clinically trained researchers, with complementary skills and experience. They have varied expertise in clinical and neuropsychology, general practice, social work, family therapy and psychiatry. In addition, we can facilitate access to a range of other experts, such as sleep and pain physicians, and rehabilitation specialists.

What can I expect when I call the 1800 number?

One of our staff will be on standby to respond to your query straight away and/or collect further information in order to direct your call to the most appropriate team member. They will aim to facilitate a consultation with an expert within 3-4 business days.

With your permission, our staff will collect your name, discipline, contact details and nature of enquiry. If your enquiry relates to a particular client, they will also ask for de-identified client-specific information so the consultant can be fully prepared. If you’d prefer, you can submit your enquiry online .

We are not a crisis service, and any questions regarding immediate risk to clients will be redirected to your existing crisis support services. We do not provide direct services to veterans or their families.

How long will it take for me to get an answer to my enquiry?

We will provide a full response to most enquiries within 3-4 business days, however, there will be times when we can respond immediately, and other times when we need a few extra days. It all depends on the complexity of your question. Regardless, we will keep you up to date, and let you know when your enquiry has been assigned to a consultant, and when you can expect to hear from them.

Here are a few examples of how enquiries could be addressed:

  • You have called the 1800 number asking for resources about working with veterans: We will be able to help you straight away! Our team will direct you to the most relevant webinars, e-learning programs, articles and other resources.
  • You have submitted an enquiry via the website asking for advice around treatment planning for your client who is a veteran with a mental health concernIf you have provided all the necessary information on the form, your enquiry will be referred to a consultant within 1 business day. The consultant will review your enquiry and contact you promptly to arrange a consultation appointment at a mutually convenient time. Our aim is for you to have consulted with the expert within 3-4 business days.
  • You have called the 1800 number asking for guidance about a client with complex needs: In addition to collecting basic information about you, we will ask for de-identified information about your client.* Your enquiry will be referred to a consultant at the completion of the call, and then they will review your enquiry to decide the best course of action. They may recommend a consultation with a multidisciplinary panel (MDP) to provide you with the best guidance and support. If you wish to proceed with an MDP, a mutually convenient time will be arranged for you and the MDP members to have the consultation. Within 3-4 business days, an appointment for this MDP consultation will be booked in.* If you do not have time to provide this information over the phone, consider submitting your enquiry online, in your own time.
How often can I make an enquiry?

There is no set limit to the number of times you can make an enquiry. Practitioners and organisations can use this service whenever they have a question or need advice related to veteran mental health. Our consultants will respond to each specific enquiry, however, ongoing supervision will not be provided. If you are interested in an ongoing supervision arrangement, Phoenix Australia provides individual and group supervision. Visit this page for more information.

Is there a fee for using the service?

There are no fees associated with using the Practitioner Support Service. Even calling the 1800 number is free from landlines and mobiles within Australia.

I am a veteran or veteran’s family member – where can I get support?

Our aim is to improve the mental health and wellbeing of Australia’s veterans by providing expert advice to practitioners and organisations who work with veterans. We are not a crisis line, and do not provide direct services to veterans or their families.

If you are a veteran seeking mental health advice or support, we recommend you contact Open Arms – Veterans & Families Counselling on 1800 011 046 (available 24/7) or the Department of Veterans’ Affairs (DVA) on 1800 555 254. You may also wish to make an appointment to discuss possible options for support with your General Practitioner (GP).

Where can I get information about veteran mental health quickly?

If you need an answer immediately, try our Practitioner Resources. We have a range of webinars, e-Learning courses and other resources about the veteran experience; understanding and treating trauma; screening, assessing and diagnosing mental health problems; evidence-based treatment options and guidelines; and the latest veteran mental health literature.

If you can’t find what you’re looking for, call 1800 838 777 or use the enquiry form, and one of our consultants will respond as soon as possible. Read more about our usual response times at this FAQ: How long will it take for me to get an answer to my enquiry?

What kinds of enquiries can the Practitioner Support Service address?

The service is for practitioners and organisations with queries related to veteran mental health. No query is too simple or too complex, and mental health does not need to be the primary focus of your work with a client. For example, we can provide advice about: engaging with veterans, managing distress, assessment, physical and psychological comorbidity, effective psychological and alternative interventions and treatments (including pharmacotherapy), trauma-informed care, relationship issues, service and referral options.

We are not a crisis service, and any questions regarding immediate risk to clients will be redirected to your existing crisis support services. We do not provide direct services to veterans or their families.

Can the Practitioner Support Service help people who are not mental health clinicians or psychologists?

People who work with veterans often come across questions or concerns about mental health issues, even if they do not treat mental health problems directly. The Practitioner Support Service can help with any veteran mental health-related enquiry. We have a multidisciplinary team of experts who can provide advice in a way that is relevant to your discipline and your role; we will direct your enquiry to the most appropriate team member, whether that be, for example, a psychiatrist or social worker. We can also arrange for you to have a consultation with a multidisciplinary panel of experts if your enquiry relates to a client with more complex needs.

What happens with personal information I provide to the Practitioner Support Service on myself or my client?

Your privacy is important to the Centenary of Anzac Centre. To find out how we protect your information, please see our Privacy Policy.

Does DVA have access to the information I provide about myself or my client?

No, DVA does not have access to either your personal information, or any information you supply about your client. They do not have access to any information you provide, whether that be via the enquiry form, the 1800 number, email, or during a consultation with our experts. The information collected by the Practitioner Support Service will not be used for the determination of pensions or any other compensation entitlements.

Your privacy is important to the Centenary of Anzac Centre. To find out how we protect your information, please see our Privacy Policy.

Who runs the Practitioner Support Service?

The Practitioner Support Service is part of the Centenary of Anzac Centre, an initiative of Phoenix Australia – Centre for Posttraumatic Mental Health, and is funded by the Department of Veterans’ Affairs.

Menu