What is Emotional Telephone Support ? 

ETS is a stand- alone telephone service, however many choose to access it whilst they are waiting for face to face counselling. It offers an initial stepping stone towards addressing the impact of sexual or domestic abuse enabling you to discover new emotional and practical resourcing strategies to support you in day to day life. It can also help you to prepare for face to face counselling. 


This service is available to Portsmouth and South East Hampshire residents who are survivors of sexual abuse and or domestic abuse aged 18 years and above who are not eligible for the NHS funded route.

How, When and Where 

Once your referral into the service has been made you will be invited along to PARCS centre for an initial assessment, following this a set number of telephone sessions will be agreed with you which will usually be held on the same day and time each week. The calls last for 40 minutes and will be with the same person each week. They  will call you from  PARCS Centre. It’s important that you have access to a private space to take the call, free from distraction to benefit from it fully.  

If you need to cancel your call for the week, i.e. you’re unwell, it’s important you let us know as soon as possible, due to limited resources we are not able to carry the call over if you do not inform us beforehand. 

PARCS covers the cost of the calls we make to you. 

Confidentiality & Duty of Care 

As with our Face to Face Counselling Service at PARCS, what passes between you and your counsellor is confidential, within the following limits: 

  • Staff/volunteers discuss their work with a supervisor; this ensures good practice and supports the work.
  • There may be occasions when we think the risk that you will harm yourself or others over-rides our duty of confidentiality and we would contact a relevant third party, eg. your doctor or the police.
  • Staff may need to share information between services e.g if you are accessing several of PARCS services including the helpline alongside your ETS on a ‘need to know’ basis where there are concerns that may be risk of harm to yourself or to another person or where there are concerns about the welfare of a child (including an unborn child)
  • We may become aware of safeguarding children issues (including unborn child) during the counselling which over-ride our duty of confidentiality to you.
  • If you are involved in a court case, the court may order that information about you be disclosed.
  • If we are asked directly by the police about certain offences, we are obliged to give them the information. **
  • If we have reason to suppose that you might have knowledge about or be involved in  a crime under the Terrorism Act 2000, we are obliged to inform the police.

**We will not give out information about you without your knowledge except where we are obliged to inform the Police about a crime under the Terrorism Act 2000. 


We welcome general comments about the service and at the end of the ETS service you will be asked to complete an evaluation. This helps us to improve the service and we also use feedback to support further funding applications.

Frequently asked questions

I don’t want to continue with the full set of calls will this affect my referral for face to face counselling?         

No not at all, you will remain on the waiting list for counselling unless you tell us that you wish to remove your name.

Is ETS the same as telephone counselling?

No the service is provided by trained and supported staff but they are not necessarily qualified counsellors. However, you will be spoken to by someone who is non-judgemental, empathic and supportive. The main aim of ETS is to help you identify and begin to work on area’s that are troubling you. This might include; difficulties regulating emotions, emotional numbness, self-harm substance misuse and dissociation. We recognise that this process is very personal and we will work at your pace and you will have the opportunity to continue working on the areas you have identified in your counselling sessions should you choose to do so. It provides an opportunity for you to start to talk to someone, often for the first time and we fully understand this can be initially daunting. 

Do I have to take up the offer of face to face counselling? 

Sometimes people decide that they do not want to take up the offer of counselling and that ETS has met their needs. That’s absolutely fine. We will take your name off of our waiting list and if you would like to refer yourself at some point in the future just contact the centre.  

How to refer?

If you would like to refer yourself to the service please call the office on 023 9266 9513 or email admin@parcs.org.uk