Frequently Asked Questions
Just for kids
Frequently Asked Questions
Will my grown-ups get to stay with me?
You will always be asked what you would like and have a say in any plans or decisions about you. If you want your parents to stay with you, they can. After meeting with you and your grownups, we will decide together the best option.
What if I don’t want to talk to anyone?
We will never make you talk, but we will be here to listen when you are ready.
How will you help me?
We will listen to you and will be there for you. Support for everyone will look different – it will depend on what you need and what works best for you. We will work with you and your family to find out what supports are best for you.
Will it take a long time?
We are available as long as you require or want our support. For some people this might be a short time, others might want to stay for a longer time period.
What if I feel uncomfortable or scared?
If you are ever uncomfortable or scared just tell a trusted adult – this might be your worker, your parent, or another adult in your life. If you are able to tell your worker, it will help them find ways to make you feel safe.
We can also make things more comfortable, by meeting in our playground or outside, or having your parent stay with you.
Will I get to choose what help I get?
You and your family will always have a say in what support is provided. We will provide you with some options and recommendations, but you and your family will choose what you accept and participate in.
Can I come and see and then maybe come back again another time?
Of course – you might like to come and just walk around our space to see what it looks like. We think it’s a pretty cool place, but it’s good to see for yourself. At your next visit, you might feel ready to talk about how we can support you.
Just for carers
How is this different from other mental health services in the area?
The Kids Hub is a service designed specifically for children aged 0-12 and their families. It is the first one in WA. Here you will find a range of professionals and supports that are designed to strengthen children and their families’ capacity to manage children’s mild to moderate mental health challenges, which may be resulting in emotional or behavioural issues.
We offer an accessible, free and professional services that includes perinatal and infant mental health services, clinical psychology, occupational therapy, family counselling and peer support. We are also well connected to the wider community of children’s health services. This means we can help you navigate the system and your local community to come up with a support plan that suits your child and family’s needs.
We are open 7 days a week – you can call, walk in, or we can arrange a home visit. There is no need for an appointment, referral or diagnosis, or Medicare card.
Do I need an appointment, diagnosis or referral?
You do not need an appointment, diagnosis, or referral to access The Kids Hub services. You will always be welcome to walk straight in – 7 days a week – during our open hours, and talk to one of our Care Navigators. If you prefer to make an appointment, then we can make one for you in person or over the phone. You can also request an appointment slot via our online booking form.
If you already have a diagnosis and/or referral, then it would be helpful to bring those along to your first visit, as it may help our health professionals to better understand your needs.
Is it all free?
The Kids Hub is 100% free.
What if I don’t have a Medicare card?
No problem at all – there is no need for you or your child to be registered with Medicare or own a Medicare card. Our services are available to all children 0-12 within the City of Swan, regardless of visa status, or if you have a Medicare Card.
What if I don’t know what the problem is, just that there is one?
The Kids Hub welcome anyone seeking support with their child’s mental health and well-being – no matter where on that journey they find themselves. Our friendly Care Navigators are professionals and can guide you on this journey. They will advise you on the best path and which solutions match your needs and circumstances.
What if I’m already seeing a health care professional?
That’s no problem at all – you can still access The Kids Hub services for your child. Simply share this with you Care Navigator when you meet, so they can provide the most beneficial plan for your needs.
What if I still need more support?
We understand that sometimes needs are far greater than one place can provide. This is where The Kids Hub shines: we are well-connected to the local community and all it has to offer. We can liaise with organisations that can further support your child and family, as needed and with your agreement.
What if I’m uncomfortable or scared to take the first step?
It’s understandable to be nervous when reaching out for help. We have a Peer Support Worker who can help you take the first step.
The Kids Hub is here to support you on the journey to better mental health and well-being for your child. There is no rush or deadline, and you and your child will always be in control of this journey. Your child’s plan will be tailored to suit your family’s unique set of circumstances and comfort level
Will you see my child without me?
We value the partnership we will develop with you about your child’s mental health and well-being. There may be times though when it is in the best interest of your child and family to see them alone. All of this will be discussed with you by your Care Navigator or practitioner. We will always work with you around this.
What If I have other children with me?
We understand that it can be hard to find care for siblings when you have a health care appointment. Our waiting rooms are equipped with toys and activities to keep children entertained and we will also have an on-site outdoor play space (construction to be completed by mid-2025). Where needed, The Kids Hub provides a creche for the duration of your appointment.
Booking to use the creche will need to be made in advance – your Care Navigator will be able to assist.
Please note that our creche is not a registered childcare, so parents/carers will need to remain on the premises at all times and attended to any toileting that come up while using the creche.
How long will this process take?
We are available as long as you require or want our support. For some people this might be a short time, others might want to stay for a longer time period. You and The Kids Hub team will create a plan to help you and your family.
What if I can’t get to The Kids Hub?
There are lots of ways you can access The Kids Hub services. If you can’t make it into our Midland location in person, you can start your journey with a phone call to our friendly Care Navigators. We will work with you and find a way to access the service.
Is this process confidential?
We are committed to protecting your privacy and confidentiality. Our Care Navigators will explain this to you, ensuring you have the opportunity to ask any questions and feel confident in the process.
For you
Your personal and sensitive information will be stored in accordance with privacy laws. All records are confidential, and we will not release information without your consent. However, there are limits to confidentiality. If we believe you or your child are at risk of harm to yourself or others, or we are required to comply with legal obligations such as subpoenas, we may need to share information without prior discussion. We are committed to working in partnership with you and ensuring you feel safe and supported during your time with us.
For your child
When your child engages with our services, their conversations with their practitioner are confidential to help build trust and encourage open dialogue about their feelings and challenges. However, there are circumstances where confidentiality must be broken, such as when required by law or to protect your child or others from harm. If you have any questions about this, please speak with your Care Navigator. We are committed to working in partnership with you and want to ensure you feel safe and supported during your time with us.
To learn more about how we protect your information, please refer to our privacy policy.
