FAQ

Technical & Privacy

I am experiencing technical difficulties with the website, what should I do?

If you are experiencing any technical difficulties with any aspect of the Mental Health Online website please let us know by sending us an email to contactmho@swin.edu.au. You may also like to explore using a different browser particularly for video play issues.

To help us address your issue, please let us know the device and browser you were using and, if possible send a screenshot of the issue in your email.

Can I view the programs on my mobile device?

Yes, you can view the programs on your mobile, tablet or desktop computer.

How do I reset my password?

To reset your password from the log in screen, click the "reset password" link underneath the text box on the login page. Enter your email address and press send. This can take some time, so don't click the send button multiple times as this can cause issues with the password reset process. Follow the prompts in the email to reset your password. If you have any issues with this process please let us know by emailing contactmho@swin.edu.au.

To reset your password from your Summary page, select "My Profile" and then "Change Password".

You can also email contactmho@swin.edu.au and ask to have your password reset. We can set a temporary password that you can then go and change.

Is my information secure?

Mental Health Online stores all of your personal information securely, meeting best practice standards for data encryption and storage.

How is my information used and stored?

The information that you provide through the website, therapist communications or any feedback you might provide is securely stored. This information is accessible to members of the service team. The information may be used for quality improvement or research purposes. For more information please refer to Mental Health Online's privacy policy here and terms and conditions here.

Can I create an account anonymously?

Mental Health Online only requires a valid email address to access our programs. If you would like to choose a therapist assisted program, Mental Health Online requires additional contact details including your name, contact number, address and GP details.

Programs

What are my options for the self-guided & therapist assisted programs?

Mental Health Online currently offers 7 different treatment programs which you can complete at your own pace (self-guided) or with the assistance of one of our e-therapists. Our current programs include help for Depression, General Anxiety, Social Anxiety, Obsessive Compulsive Disorder, Panic Disorder, and Post-Traumatic Stress Disorder, as well as 'Made 4 Me', a tailored program specific to your needs.

How much do our programs cost?

All of our programs are free of charge, whether you choose self-guided or therapist assist.

Can I choose which program I want to do?

Yes you may – you can register directly into a program or let e-pass help you choose the most appropriate program.

Can I change my program once selected?

You can change your program at any time (including during a therapist assisted program). To change programs, opt out of your current program by clicking on "Program Details", "Opt Out" and selecting "Yes". Then you can start a new program by clicking on "Start Program" from your summary page, following the steps and then clicking on "Start a treatment program for this disorder".

How long does it take to complete a program and how long do I have access to the material for?

Each program is designed to take 12 weeks to complete, but you can access the materials for 1 year or until you enrol in another program.

Can I print the program materials?

Yes – you can print most of the materials from the program except for the videos. You can also download any PDF documents that are part of your program.

Can I share the materials with others?

If you are working with a psychologist or other mental health professionals, you are welcome to show them what you are working on in Mental Health Online. They are also able to create an account to view the programs. For other people seeking mental health information, we encourage each person create their own account to access a program tailored just for them.

I don't want to finish the program. What should I do?

You are free to stop using a program at any time. If you are completing a program with therapist assistance, we just ask that you let your therapist know that you are ending treatment.

Assessment: e-PASS

What is e-PASS and how does it work?

e-PASS is a free and comprehensive online psychological self-assessment that takes between 10 and 60 minutes to complete. It asks questions about mental health and lifestyle factors that can help you determine the type and severity of mental health concern that you are experiencing and will recommend some next steps to take. This could be a program on Mental Health Online, or a referral to another service.

The assessment suggested I choose a particular program – do I have to do that one?

No, you don't have to choose the program that e-PASS suggests. You are free to pick whichever program you would like to work on.

I am not sure my results were right, what should I do?

It is important to note that the e-PASS is not a replacement for face-to-face assessment. If, at any time, you believe the assessment does not meet or address your needs, or gives rise to other concerns about your health, we advise you to seek the services of an appropriate health care professional.

I started the e-PASS but did not finish - how do I get back to where I stopped?

The e-PASS is designed to be completed in one sitting - unfortunately you cannot return to where you left off. Email us at contactmho@swin.edu.au and we can reset the e-PASS for you to start again. We recommend setting aside about an hour to complete the e-PASS.


Therapist Assist

What does the Therapist Assist options provide?

The programs on Mental Health Online are designed to be self-guided but our Therapist Assist options can be useful in helping you better engage with the programs and in helping you to apply them to your situation. You can choose from email support or email support plus video or chat.

Who are the Mental Health Online therapists and what are their qualifications?

Our e-therapists are provisional psychologists studying at Swinburne University of Technology and are supervised by a registered psychologist.

Can I see a therapist in person?

Mental Health Online is a web-based support service only. If you live in Australia and would like to see a psychologist face-to-face, we recommend using the Australian Psychological Society's 'Find a Psychologist' service. Alternatively, Swinburne University offers clients a low cost therapy service at the Swinburne Psychology Clinic in Hawthorn, Victoria. For more information on this service, click here.

Why do I need to provide my GP/Psychologist information to sign up for the Therapist Assisted program?

In order to participate in Mental health Online's Therapist Assisted programs we need participants to be under the care of a GP or other mental health professional as part of our risk management processes.

My therapist hasn't contacted me – what do I do?

In the unlikely event that you haven't heard from your therapist for a week, please contact the Clinical Program Manager.

Other

Do I need a doctor's referral or mental health care plan (MHCP) to complete the programs?

No, you do not need a referral or MHCP to start any of our programs.

I have never seen a psychologist or mental health professional before – can I still complete a program on MHO?

Yes, absolutely. Almost half of our users have never accessed help for their mental health before.

Do I need to have had a diagnosis before beginning a program on MHO?

No, you do not need to have a diagnosis prior to beginning one of our programs.

I'm based outside of Australia – can I still complete the programs?

Users outside of Australia are welcome to complete any of our self-guided programs. Unfortunately, we are unable to offer our therapist assisted programs for anyone living outside of Australia.

Are the programs suitable for children?

Our programs are designed for adults 18+ and are not suitable for children. For a list of resources for children and young people, click here.

Is MHO a crisis service?

No. MHO is not a crisis service and is not staffed 24/7. For emergency assistance, please click here.

Who made MHO? Who is MHO?

You can read more about MHO and the team here.

I'm a healthcare provider – what resources are made available for me?

Signing up for a healthcare provider account on Mental Health Online gives you access to all of our programs. You can use the programs with your clients in session or provide them with additional support outside of your work with them. To register for healthcare provider access, please click here.

Last Updated : 18-Jun-2021