COVID-19 Service Update:

We know that for many families this will be a very challenging time, and we want to reassure you that our teams are working hard to continue to offer services to children and young people experiencing mental health issues.  We are not currently offering face to face sessions, but we can offer self-help advice, telephone and video support (subject to normal wait times).

For advice and support, please call us on 0800 977 4077 or email  You do not need to complete a referral form.

For enquiries about the Link programme, email

The office is staffed Monday – Friday 08:00 – 13:00 and 14:00-19:00, Saturday 08:00 – 13:00

What Happens Next – Age 11-17

What happens next

Firstly your request for support will be looked at by the team at our Single Point of Contact (SPOC) they will check that we’re the best service for you by contacting you on the telephone to make sure they have a good understanding of what’s going on for you. Then they will either pass your referral on to the team who will provide support  for you or signpost/refer you to another service that will better suit your needs.

If your referral is passed on to one of the area teams in the 11-17 service, we’ll call you to let you know who we are and where to call if you have any questions.  Once a slot becomes available, we’ll invite you to come and see us. That first face to face appointment is to start working with you to enable us to get a really clear sense of you and your situation and let you know what we can offer you.

You may wish to bring someone with you to that first appointment.  Or you may prefer to come to the appointment on your own.  If you are under 14, we would usually encourage you to come with a parent/carer that first time.

We will listen to you and your family or carers, and make a plan to help you with your difficulty. Mostly this will be through one to one sessions with a counsellor or Youth Mental Health Worker but there are also groups that may be of benefit to you and we can offer sessions with or for your parents/carers if this feels like a useful way forward.

Whatever is in the plan, it will designed with, and just for, you, so you can start getting the help you need as soon as possible.

Who will know about my difficulty?

We will only share information about your difficulty if you and your parents or carers give permission. At your first appointment, we will ask you and your parents or carers to agree which people we can talk to – such as your doctor or a teacher. It’s possible that by talking to these people we can get more information so that we can help you, or help them to understand what is going on for you.

The only time we would talk to other people is if we think you are at risk of harm from someone else, or of harming another person or yourself. Then we have to involve other people to help keep you and others safe. We would do this by following proper procedures, such as Norfolk County Council’s Child Protection Procedures. But we will always try and talk to you or your parents or carers first if possible.


0800 977 4077
Email Point-1