ReachOut.com: The role of an online service for promoting help-seeking in young people
Abstract
Considerable investment over the last decade in strategies to improve mental health and wellbeing in Australia has seen a notable increase in the availability and awareness of youth-specific mental health services as well as an increase in mental health literacy among young people. However, national statistics do not reflect a corresponding increase in help-seeking behaviour among young people. There is limited understanding of how services can promote effective help-seeking in young people – particularly those young people experiencing marginalisation or high levels of psychological distress. In this paper we examine the potential for online mental health services to address the persistent challenge of facilitating help-seeking in young people. This paper presents findings from a study of young people’s use of the online service, ReachOut.com, to examine if and how the service promotes help-seeking. We find that ReachOut.com effectively engages young people – particularly those who are experiencing high levels of psychological distress and supports young people to become service ready. Targeted strategies for young men and other hard-to-reach groups as well as further integration with on and offl ine clinical services are likely to strengthen and systematise the role of ReachOut.com as a gateway service, supporting young people to seek professional support.
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Collin et al found that 35.2% of users thought the service helped them ask a professional for help.
“found that a minority of users (35.2%) thought the service helped them ask a professional for help.”
From Do online mental health services improve help-seeking for young people? A systematic review (2014) · cites this paper as [53]
The majority of studies reported a lack of longitudinal tracking.
“a lack of longitudinal tracking in the study [53,71,77]”
From Do online mental health services improve help-seeking for young people? A systematic review (2014) · cites this paper as [53]
Seven studies [52,53,55,63,77-79] developed the intervention that they were evaluating, which may have led to a bias towards more favorable reporting.
“Seven studies [52,53,55,63,77-79] developed the intervention that they were evaluating, which may have led to a bias towards more favorable reporting.”
From Do online mental health services improve help-seeking for young people? A systematic review (2014) · cites this paper as [53]
Young people suggested that these services were accessible and available [51,53,55,71,74].
“young people suggested that these services were accessible and available [51,53,55,71,74]”
From Do online mental health services improve help-seeking for young people? A systematic review (2014) · cites this paper as [53]
Young people suggested that these services were trustworthy [53].
“and trustworthy [53]”
From Do online mental health services improve help-seeking for young people? A systematic review (2014) · cites this paper as [53]
Online services appeared to increase mental health literacy [53,74-77,79], although two studies found no change in mental health literacy [68,78].
“Another interesting finding was that online services appeared to increase mental health literacy [53,74-77,79], although two studies found no change in mental health literacy [68,78].”
From Do online mental health services improve help-seeking for young people? A systematic review (2014) · cites this paper as [53]
A few others incorporated cognitive-behavior principles.
“A few others incorporated cognitive-behavior principles41–43”
From Technology-Based Interventions to Improve Help-Seeking for Mental Health Concerns: A Systematic Review (2022) · cites this paper as [41]
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Ahmed, S., Trimmer, C., Khan, W., Tuck, A. C., Rodak, T., Agic, B., Kavic, K., Wadhawan, S., Abbott, M., Husain, M. O., et al. (2024) · Frontiers in Public Health · doi:10.3389/fpubh.2024.1196491
From Physical to Virtual: The Transition of Psychological Therapy in the Digital Age
Kamene, K. (2025) · Premier Journal of Psychology · doi:10.70389/pjp.100007
Khalechane, M. M.-L., & Xaba, M. B. (2025) · Sociological Focus · doi:10.1080/00380237.2025.2549015
Williams, L., Bartik, W. J., & Cosh, S. (2025) · Advances in Mental Health · doi:10.1080/18387357.2025.2583704
Garrido, S. (2026) · doi:10.1093/9780197759424.003.0022
- Authors
- Collin, P. J., Metcalf, A. T., Stephens-Reicher, J. C., Blanchard, M. E., Herrman, H. E., Rahilly, K., & Burns, J. M.
- Affiliations
- Western Sydney University (AU)
- The University of Sydney (AU)
- The University of Melbourne (AU)
- Venue
- Advances in Mental Health
- Publisher
- Informa UK Limited
- Published
- 2011-10
- Volume
- 10
- Issue
- 1
- Pages
- 39-51
- ISSN
- 1446-7984 (ISSN-L)
- 1838-7357
- 1837-4905
- OpenAlex
- W2020317089
- Cited by
- 75
- References
- 34
- Citations by year
- 2026: 1 · 2025: 6 · 2024: 5 · 2023: 6 · 2022: 6 · 2021: 3 · 2020: 6 · 2019: 8 · 2018: 8 · 2017: 3 · 2016: 9 · 2015: 6 · 2014: 5 · 2013: 1 · 2012: 1
- FWCI
- 3.47
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Advances in Mental Health (publishedVersion)
- Topics
- Social Sciences › Psychology › Social Psychology › Mental Health Treatment and Access
- Social Sciences › Psychology › Applied Psychology › Digital Mental Health Interventions
- Health Sciences › Health Professions › General Health Professions › Health Literacy and Information Accessibility
- Keywords
- help-seeking, youth, online mental health services, gateway services, psychological distress, youth mental health, mental health literacy, service readiness, young men, marginalized youth
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