Telephone counselling is an important element in the configuration of services towards minimising and/or preventing the harm associated with male family violence. The Men's Referral Services's telephone counselling service: 

• provides an anonymous way for people to ask for help 
• provides an immediate response to many callers 
• is available on weekday evenings, when many other services are closed (The Men's Referral Services' hours are 9am to 9pm, Monday to Friday) 
• is staffed by telephone counsellors who are trained to provide counselling that is both specific and appropriate to the context of male family violence
• has the capacity to refer male callers to men’s behaviour change groups across Victoria and women callers to appropriate women's services.

Telephone counselling can be an important first step for men who are considering their options in relation to the use of violent and controlling behaviours. Telephone counsellors can assist men to understand the significance and impact of their violent and controlling behaviour, and to explore options for change. They can help to overcome barriers and build male callers' motivation for participating in a men’s behaviour change group — the main form of service support for male users of violence.

Whilst all female callers need to be referred to an appropriate women's support service, it's generally thought that the experience of being heard, believed and supported by a male telephone counsellor can be very helpful for women.

Presenting women with information about men’s behaviour change processes can help them to make informed and realistic choices that suit them.

Please note: the Men's Referral Services is not a generalist telephone counselling service. Men or women who call for matters other than male family violence are referred to a service appropriate to their needs.