Responder Assist supports current and former Victorian emergency service workers, including paid staff, volunteers, communications staff, administrative staff and non-operational personnel.
This includes people who are currently working, volunteering or who have previously worked within:
You need to be based in Victoria to access the service.
For many emergency service workers, the impact of repeated trauma exposure can show up during active service, after a critical incident or sometimes months or years after leaving the job. You do not need to still be actively serving to seek support. Get in touch → Call 1800 329 191 9-5 Mon-Fri (excluding holidays) or send us a message.
Responder Assist is a specialist trauma clinic supporting current and former Victorian emergency service workers experiencing work-related trauma and trauma-related mental health symptoms, including PTSD.
The service is designed for people impacted by critical incidents, cumulative trauma exposure and other psychological impacts associated with emergency service work. This may include symptoms such as hypervigilance, sleep difficulties, anxiety, emotional shutdown, irritability or burnout linked to trauma exposure.
Responder Assist may not be the right fit for all mental health concerns, particularly where symptoms are not related to work-related trauma exposure.
If you are unsure whether the clinic is appropriate for your situation, our team can help talk through available support options and pathways. Get in touch →
That’s okay. Many people contact Responder Assist because something “doesn’t feel right”, but they’re unsure what support they need. A confidential conversation with our team can help you understand your options and decide what feels appropriate for you. Get in touch →
Yes. Recovery is possible. Many emergency service workers who engage with treatment through Responder Assist report improvements in:
Recovery looks different for everyone, but support can make a significant difference. Get in touch to learn more →
No, you do not need a PTSD diagnosis or a formal mental health diagnosis to contact Responder Assist. Many emergency service workers reach out because they are experiencing trauma-related mental health symptoms such as:
Seeking support early can help prevent symptoms from becoming more severe over time. You can reach out to Responder Assist via 1800 329 191 (9am – 5pm AEST Mon-Fri – excl. holidays) or via our contact form.
Responder Assist does not offer crisis support.
Yes, Responder Assist supports both current and former Victorian emergency services workers.
For many people, the impact of repeated trauma exposure doesn’t fully show up until after they leave the job or step away from operational work. Changes in routine, identity, stress levels or life circumstances can sometimes bring difficult experiences to the surface later on.
You do not need to still be actively serving to seek support. Get in touch →
Many current and former emergency service workers come to Responder Assist after previous experiences where they felt misunderstood or unsupported. Responder Assist clinicians are experienced in working with emergency service personnel and understand the realities of operational work, trauma exposure and emergency service culture.
Many people tell us that not needing to explain “the job” helps them feel more comfortable engaging in treatment. Get in touch to learn more →
The first step is a confidential conversation with a Responder Assist intake team member.
We’ll talk with you about:
You will not be expected to “tell your whole story”. If appropriate, we can help connect you with a suitable clinician or support pathway.
You can reach out to Responder Assist via 1800 329 191 (9am – 5pm AEST Mon-Fri – excl. holidays) or via our contact form.
Yes. Depending on your circumstances and clinician availability, appointments may be available via telehealth or face-to-face.
Telehealth can help improve access for emergency service workers in regional areas, those working shifts or people who feel more comfortable accessing support remotely.
Face-to-face appointments may also be available at participating clinic locations across Victoria, depending on your location and treatment needs.
A Responder Assist intake team member can talk you through the options available and help identify what may work best for you. Get in touch →
No, you do not need a referral to contact the clinic or speak with the team about your situation. Depending on the type of support you access, you may later be asked to provide a Mental Health Treatment Plan from your GP to claim the rebate from Medicare.
Our team can help explain what may be required and talk through available support and funding pathways. Get in touch →
Treatment length varies depending on your needs, goals and circumstances. Appointments are typically around 50 minutes and may occur weekly, fortnightly or at another pace that suits your treatment plan.
Some people engage for a smaller number of sessions focused on practical strategies and recovery support, while others access longer-term trauma-focused treatment for more complex or cumulative trauma exposure. Your clinician will regularly review progress with you and adapt support over time based on your needs and goals. Get in touch to learn more →
No, Responder Assist is a specialist trauma and mental health service for current and former Victorian emergency service workers. Many people access support early, before things become overwhelming or reaching crisis point.
Seeking support early can help prevent symptoms from becoming more severe over time.
There is no charge to contact Responder Assist or complete an initial intake assessment.
Ongoing treatment costs can vary depending on:
Some people access fully funded treatment through WorkCover, while others may use:
If using Medicare-funded care, gap fees may apply depending on your clinician and the number of rebated sessions available.
A Responder Assist intake team member can help explain the different funding options and any potential out-of-pocket costs before treatment begins. Get in touch →
The Responder Assist team aims to connect people with appropriate support as soon as possible. Wait times can vary depending on:
If there is a wait for a suitable clinician, the intake team will discuss this with you and help explore available support options in the meantime. Get in touch to learn more →
Treatment is designed to support your recovery, wellbeing and functioning. Many emergency service workers continue working while engaging in treatment, while others access support during periods of leave or recovery.
Where appropriate, Responder Assist clinicians can also support return-to-work planning and recovery goals. Get in touch to learn more →
Responder Assist provides specialist work-related trauma and mental health support for Victorian emergency service workers. Depending on your needs, support may include:
Treatment is tailored to your individual circumstances and goals. Get in touch to learn more →
No, Responder Assist clinicians are experienced in working with emergency service personnel and understand:
Many emergency service workers tell us this helps them feel more comfortable opening up and engaging in treatment. Get in touch to learn more →
That’s okay. You don’t need to talk about everything immediately or share details before you feel ready. Treatment moves at a pace that feels manageable and safe for you. Your clinician will work collaboratively with you to build trust, understand your goals and develop practical strategies over time.
Sometimes, trauma and mental health difficulties can affect relationships, family life and communication at home. Depending on your needs and treatment plan, clinicians may discuss ways to involve supportive family members or partners where appropriate and with your consent. Get in touch to learn more →
Yes. As part of your care, you may be asked to complete questionnaires before and during treatment. These questionnaires help your clinician:
Responder Assist also uses de-identified questionnaire data to help evaluate and improve services for emergency service workers. This information helps Phoenix Australia continue developing evidence-based approaches to trauma treatment and improve mental health support for the emergency services community. Learn more about our research →
Not necessarily. Trauma-focused treatment looks different for different people and approaches are tailored to your needs, goals and comfort level. Some evidence-based therapies, including EMDR (Eye Movement Desensitisation and Reprocessing), may not require you to describe traumatic experiences in detail out loud.
Your clinician will talk through different treatment options with you and work at a pace that feels manageable and safe. Get in touch to learn more →
Trauma-focused treatment can sometimes bring up difficult emotions, memories or physical reactions. Your clinician will work with you to pace treatment safely, build coping strategies and help you feel supported throughout the process. You will not be expected to push through treatment in a way that feels unsafe or unmanageable.
Yes. If psychiatric support may be helpful, the Responder Assist intake team or your treating clinician can help discuss referral options. Psychiatrists are medical doctors who specialise in mental health and can:
Psychologists focus on evidence-based psychological therapies and cannot prescribe medication. Get in touch to learn more →
No, you don’t need a WorkCover claim to contact or access support through Responder Assist. Depending on your circumstances, support may be accessed through:
The Responder Assist intake team can help you understand the different support and funding pathways available. Get in touch to learn more →
Yes, some people may be eligible for provisional payments while their claim is being assessed. Other funding pathways may also be available. Delaying support can sometimes make recovery harder, so it’s important to seek help early where possible. Get in touch to learn more →
Responder Assist operates independently from emergency service employers. Seeking support through the clinic does not automatically notify your workplace or become part of your employment record. Your privacy and confidentiality are important to us.
Some funding pathways — including WorkCover claims — may involve communication with employers, insurers or other treating professionals as part of the claims or treatment process. What information is shared, and with whom, can vary depending on the pathway being used.
If you have concerns about confidentiality, workplace impacts or funding arrangements, our team can talk through available options and help explain what to expect before you decide to proceed. Get in touch →
Yes, you can choose to access support through:
These pathways may allow you to seek support without formally involving your workplace. Get in touch to learn more →
You can still access support and treatment. Some people continue treatment through:
Regardless of claim outcomes, it’s important to continue seeking support if you need it. Get in touch to learn more →
Yes. Many people find the WorkCover process unfamiliar, confusing or stressful, especially when they are already struggling with their mental health. A Responder Assist intake team member can help explain:
We can also help connect you with additional support services where appropriate. Get in touch to learn more →
Depending on your circumstances and clinician availability, Medicare rebates may be available through a Mental Health Treatment Plan from your GP.
A Responder Assist intake team member can help explain available funding pathways and what may apply to your situation. Get in touch to learn more →
No, Responder Assist is not an Employee Assistance Program (EAP). Responder Assist provides specialist trauma-informed mental health support designed specifically for emergency service workers, including support for cumulative trauma exposure, PTSD and other work-related mental health injuries.
While EAPs can play an important role, many emergency service workers tell us they are looking for longer-term, specialist support from clinicians who understand trauma exposure and emergency service culture. Responder Assist focuses specifically on evidence-based trauma treatment and recovery for emergency service personnel. Get in touch to learn more →
Not necessarily. Your privacy and confidentiality are important. Many emergency service workers worry that seeking support could affect their career, reputation or relationships at work. Your intake call and treatment are confidential and will not automatically be reported to your employer, Employee Assistance Program (EAP) or another associated party. Whether information is shared with others depends on:
Some people choose to access support privately through Medicare, private health insurance or self-funded care without formally involving their workplace. If there are immediate safety concerns, clinicians may need to liaise with other health professionals or crisis services to help keep you safe. A Responder Assist intake team member can help explain the different pathways so you can make an informed decision about what feels right for you. Get in touch to learn more →
Yes. Like other health services, Responder Assist clinicians are bound by professional and legal confidentiality requirements. Information is generally kept private unless:
Your clinician can explain confidentiality and its limits with you during treatment.
Many emergency service workers worry about stigma, judgement or career impact when considering mental health support. Seeking support is a proactive step toward protecting your wellbeing, relationships and long-term ability to continue doing demanding work safely and sustainably. Many people find that accessing support early helps them:
The support pathway you choose may affect who is involved in your care, which is why Responder Assist can help explain different options, including WorkCover, Medicare and private pathways. Get in touch to learn more →
Personal and health information is handled in line with relevant privacy and health records legislation. Information is securely stored and only accessed by authorised people involved in your care and service delivery. Read our privacy policy →
Responder Assist is Phoenix Australia’s specialist trauma and mental health service for emergency service workers. Delivered by Phoenix Australia, the National Centre of Excellence in Posttraumatic Mental Health, the service connects current and former Victorian emergency service workers with clinicians experienced in:
Responder Assist was developed in recognition that emergency service work can involve repeated exposure to trauma, critical incidents and high-pressure operational environments that general mental health services may not always fully understand. The service is designed to provide practical, evidence-based support that reflects the realities of emergency service work. Get in touch to learn more →
Responder Assist is delivered by Phoenix Australia, the National Centre of Excellence in Posttraumatic Mental Health. Phoenix Australia works across:
The organisation works nationally to improve understanding of trauma, support recovery and strengthen evidence-based approaches to mental health care. Responder Assist combines this evidence base with clinicians experienced in supporting emergency service personnel and trauma-related mental health difficulties.
Yes, Responder Assist has a dedicated research and evaluation focus aimed at:
De-identified outcome data and feedback may also be used to help evaluate and improve services over time. Learn more about our research →
Responder Assist was created because many emergency service workers report difficulty finding mental health support that understands the realities of emergency service work and repeated trauma exposure.
Responder Assist was developed to improve access to specialist, trauma-informed care designed specifically for emergency service personnel. The service aims to provide practical, evidence-based support that reflects the unique pressures, culture and experiences associated with emergency service work.
Responder Assist is designed specifically for emergency service workers.
Our clinicians understand the culture and realities of emergency service work, including:
Many emergency service workers tell us that not having to explain “the job” helped them feel more understood and more comfortable engaging in treatment. The service is grounded in evidence-based trauma treatment and provides practical, realistic support shaped for emergency service environments.
It’s okay if you’re not sure what to say. Many people contact the clinic simply wanting to understand what support options are available.
You can either call the clinic or submit your details via the form below.
Call 1800 329 191
9am–5pm Monday to Friday (excl. public holidays)
Confidential 24/7
counselling and referrals