Online counselling 2019

Online support: Sought-after more than ever in times of Covid-19

Since its relaunch in the year 2019, Caritas’ digital information and advisory services have been further developed. New ways of communicating and counselling were added to the existing in-person advisory service. People seeking advice can now access support using various channels – online as well as offline, or a combination of the two.

By using the blended counselling model, Caritas is able to provide nationwide, custom-fit and real-life-orientated support across different types of media, making use of a variety of communication channels and counselling techniques. Its key element is the online counselling platform "counselling & help”. The enormous demand for digital support clearly presented itself during the pandemic. During the lockdowns, Caritas was able to meet the increased demand. The current spectrum of services offered on the online platform extends from the exchange of messages and documents between support-providers and people seeking advice and group chat options (such as support groups for people suffering from addictions) all the way to peer advisory services (in suicide prevention, for instance, where trained, volunteer counsellors in the same age group (under 25) offer support).

Around 4,600 counsellors in 22 departments

At present, Caritas employs over 4,600 specialists in 22 different departments in about 1,660 different facilities. Among them are general social care, debt management and legal support as well as pregnancy counselling and addiction support. The migration and integration departments were recently added to maintain and stabilise the support of migrants and refugees. In order to offer services which are as low-threshold as possible, Caritas uses a responsive web application for its support services. This application can be used on any device (mobile phone, tablet, computer). With the installation of blended counselling in the year 2020, Caritas firmly established the further development of this online support portal in the Association. All levels of Caritas can share their views and wishes via the steering committee. As an open-source licence, the software is available to everyone. It can be copied and modified and can thus be further developed to meet the needs of the common good.

Online support