Q&A
Why do I need an account?
In order to protect your anonymity and your personal and confidential data on the Internet, the online counselling works via a web-based secured system. Counselling does not take place by way of normal e-mail addresses but over an account that you create on our homepage. By clicking the registration link on the SOS OnlineHelp page you can access the “virtual counselling”. There you can register with a self-selected username and a password. Under How does e-mail counselling work? you will find important tips and information on how to register.
Who are the counsellors?
SOS OnlineHelp is the online help service of SOS Détresse. Answers are provided by volunteers. The volunteers have all followed a specific training for counselling over internet. They are regularly surpervised and receive regular training. The association and the counsellors have a sympathetic and compassionate approach.
Help, I’ve forgotten my password!?
If you did not leave your e-mail address, log on with a new nickname. Post a request and add the counsellor’s name in the subject line, indicate your previous nickname and describe your problem. You will then be assigned to your initial counsellor and the counselling will resume. As the protection of personal data is very important to us, it is not possible to reactivate the original account or to return the e-mail correspondence.
How long will I have to wait for a reply?
We hope you understand that we do not answer any mails on weekends and on holidays.
How much/how often can I write to SOS OnlineHelp?
There are no specifications or limits to your inquiry. We believe that counselling is based on a good personal contact and mutual trust. Therefore we take our time in each and every case to read every e-mail carefully and to respond in detail. We shall try to find out together with you which time period is suitable to deal with a problem.
What about the non-disclosure agreement?
Privacy and confidentiality are fundamental to SOS Détresse. As a consequence, all our employees are bound by the non-disclosure agreement. We do not keep the IP address in our system and in this respect there is no record of the person who contacted us. We may, however discuss certain topics during our brainstorming sessions, without ever disclosing any names in order to improve the quality of our work.
Am I also anonymous in the case of suicidal tendency?
Yes. Our service is so constructed that we do not save any IP addresses in the support system. This way, you are 100% anonymous no matter with which problem you come to us.
How and when will my account be deleted?
You can manage your account yourself and are at any time able to delete it. But you can also ask us to delete your data. In this case, please send a message to the respective counsellor.
Counselling has helped me a lot, how can I support the work of SOS Détresse?
- We look forward to receiving your feedback via the online form Your opinion in your account. In this way you will help us optimise our counselling service.
- You could allow us in your account to use alienated excerpts of our contact for training purposes. This way you will help us in our training new volunteers.
- SOS Détresse is a non-profit institution. If you are interested in supporting us with a donation, you may do so to the following accounts:
CCPL LU75 1111 1756 1848 0000
BCEE LU20 0019 5000 1190 4000