TELUS Health Student Support Staff Reference Guide

You are here

 

What is TELUS Health Student Support?

TELUS Health Student Support aims to support overall wellbeing and mental health by providing students with the following:

  • 24/7 real-time support. Confidential support from professional counselors, addressing anything from crisis to everyday concerns, available night and day via phone and online/app chat.
  • Experienced professionals. Professionally trained, multi-lingual* counselors with experience dealing with the challenges faced by students.
  • On demand support. Real-time, single session chat and phone support available, no appointment necessary.
  • Match with a professional counselor. Short term, scheduled support is also available via telephone and video.
  • No extra cost. Access at no additional charge for students enrolled at Lehigh that have signed up for Telus Health Student Support.

How can I help spread the word about Student Support?

  • Be an advocate. Bring up Student Support in interactions with eligible students. Help students identify reasons to contact Student Support - let them know it’s okay to ask for help.
  • Request (free) Student Support digital materials, communications, and blurbs to share on e-learning platforms, social media, syllabi, and email signatures
  • Ensure connection by conducting an Assisted Referral for students.
  • Call in (1.844.886.8536) and request a Staff and Faculty Consultation for advice on how best to engage students in need.

*Student Support has counselors available 24/7 who speak Spanish, Mandarin, Cantonese, French, and English. For other language preferences, students may request to be set up with a counselor who speaks that language (by appointment, depending on availability). 

How Can Students Access the Program?

Students can connect with a Student Support counselor, as well as access articles, videos, tools and other resources, through the app, website, and telephone. They can access real-time support or schedule an appointment for short-term support with a Student Support Counselor by:

  • Downloading the free TELUS Health Student Support App from the Apple or Android app store. Students only. 
  • Dialing 1.844.866.8536 for students AND faculty and staff consultations. If outside of the US or Canada, call 001.416.380.6578. International charged may apply.

What is an Assisted Referral and how does it work?

If you are concerned about a student, have a conversation with them and introduce the idea of reaching out to Student Support for support. Help explain to them what Student Support is, what kinds of issues the Student Support Counselors can help with, and if they are interested, help them download the Student Support app. Once they have the app on their phone, follow the steps below to facilitate an Assisted Referral into the program:

  • Step 1: Obtain verbal permission from the student to call Student Support together: If you are in person, call from their phone; if you are on a phone call, conference the Student Support line into your conversation.
  • Step 2: From theStudent Support app, click ‘Call’ and request to speak to a Student Support counselor.
  • Step 3: Explain that you are calling on someone else’s behalf and that you are helping them through the process.
  • Step 4: Once connected, hand the phone over/disconnect so the student can continue with the intake process and give them space so that they can speak privately with the Student Support Counselor.

Consultative Support for Staff and Faculty

TELUS Health Student Support also provides direct support to those front-line staff who work directly with students via its Staff and Faculty Consultation service. This is an opportunity for you, as a staff or faculty member, to consult with a mental health professional on a particular issue. You can speak with one of our counselors who can give you guidance on how best to manage difficult student situations. Just dial the same 1.844.886.8536 and request a staff and faculty consultation with a Student Support counselor.

Example reasons for staff or faculty to call Student Support:

  • Supporting distressed or distressing students
  • Supporting withdrawn or isolated student
  • Discussing culturally sensitive health topics, e.g. sexual health
  • How to empower a student to reach out for support

Have questions or want to give your feedback?

Contact University Counseling & Psychological Services for more information about Student Support and to provide feedback about the program and services.