24 Hour Support Line 519.741.8633

The core of our services is our 24 Hour Support Line. This is staffed by volunteers who have completed a comprehensive training program. We provide support from an empowerment-based approach. This service is available to people of all gender identities and expressions. Interpretation services are available in more than 200 languages. 

Frequently Asked Questions

Who can access the Support Line? 
People of all gender identities, recent and historical survivors, supporters of survivors, and others looking for support surrounding the issues of sexual and gender-based violence. 

We are able to provide phone support in more than 200 languages, through an interpreter service.

What type of support can the Support Line provide? 
The support line offers:

• Empowerment-based emotional support
• Immediate crisis support and intervention
• Options, information and referrals as well as advocacy and accompaniments
• Support to all genders who have experienced sexual violence as a child or adult
• Support and information for friends and loved ones who are supporting someone that has experienced sexual violence in their lifetime. ​

What can I expect when I call? 
When you call our support line, you will hear an automated message outlining our terms and conditions. Then, you will automatically be connected to a support line volunteer. All of our support line volunteers are femme-identified or non-binary individuals. 

Our Commitment to You on the 24-Hour Support Line 
We want you to know that your call is important to us, and we are here to support you. Our volunteers do their very best to answer all calls promptly, typically within 2 minutes. If you are placed on hold, we kindly ask for your patience—our team will answer as soon as possible. 
Please note that calling back instead of waiting may result in longer wait times, as it restarts the process. 

There are times when wait times might be slightly longer, including: 

• Midnight to 8 a.m.: Our volunteers may need a few extra moments to wake up and prepare to support you fully. 

• When the line is already in use: Our volunteers are dedicated to giving every caller the time and care they deserve. 

• High call volumes: During particularly busy times, we work as quickly as possible to answer every call. 

Thank you for your understanding and for trusting us to support you.  

Confidentiality 

Our support line is strictly confidential. When you call us, you may use your name or an alias. It’s up to you! We take your privacy very seriously. The Sexual Assault Support Centre of Waterloo Region does not trace calls or live chat conversations. We can’t get anyone else involved if you choose to stay anonymous.

Reporting

You have the option to remain anonymous when using our service. Anonymous means our support line volunteers will not require you to provide any identifying information during a conversation. You may choose to give us your name or location because you want a volunteer to help you find services in your community, but it is not mandatory to provide this information. If you request follow-up from staff members or would like ongoing support, a form of contact will be needed, but only shared in the way that you have requested.

If you give us information that can identify you and the situation is considered dangerous to you or others, the support volunteer is legally obligated to involve an external agency. This is part of our “Duty to Report”. 

​Our support volunteers have a duty to report in the following cases:
1.    If you are under the age of 16 (sixteen) and tell us that someone is hurting you, has hurt you, or is likely to hurt you in the future, or you have witnessed domestic violence. If you are under the age of 16, services will be offered to you from Family and Children’s Services’ separate program called the Sexual Abuse Treatment Program. These services are voluntary and require your consent.
2.    If you tell us you are planning to hurt yourself or someone else, and you have provided us with identifying information;
3.    If you tell us that you have been abused by a professional in your life (doctor, counsellor, psychologist, social worker, teacher, parent/stepparent, etc.).

Although we are obligated to report these things, we will discuss them with you before any report is made and will support you in making the report if necessary.

Respectful Conduct 

When calling the support line you agree to engage respectfully with our volunteers. Support line volunteers have the right to end a call with you if you engage in harassing or abusive behaviour.