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Email Counselling for Staff

Please be aware that there is now a comprehensive service available to all staff through the Employee Assistance Programme (EAP) service, offered through Health Assured. This is designed to 'help you deal with personal and professional problems that could be affecting your home life or work life, health and general wellbeing'.

Please be assured that any ongoing email counselling work with the University Counselling Service will, of course, be honoured. Indeed, we will hold the service open to new registrations through to the end of June 2019 and we will endeavour to offer a brief email counselling contract over July and August.

Email Counselling can be helpful if you want to take charge of when you choose to allocate time to exploring your concerns and it can be useful to write down your issues and see your own words so you can reflect on them, whenever you wish.

You can register and write in whenever suits you and you will receive a reply on a Thursday.


What is email counselling?

The fundamental principles of email counselling are the same as face to face counselling – but utilise a different medium. Email counselling is available to all staff (and students). It has the same overall aim as face-to-face counselling – ie to help ‘develop and fulfil personal and academic potential’. The email counsellors work to the same Code of Ethics, the same confidentiality guidelines (as far as can be expected with a computer-based system of communication) and deal with similar issues as in face to face counselling.

Who are the email counsellors?

We are professionally trained counsellors from the Counselling Service. In addition, online counsellors undergo specialised training and are certified from leading online facilitators such as Jane Evans (OCTC) and Kate Anthony (Online Therapy Institute). Online trainee counsellors receive regular supervision with qualified counsellors.

Who is the email counselling service for?

The email counselling service is exclusively for registered staff (and students) of the University of Warwick who are otherwise entitled to use the Counselling Service, but who would prefer the opportunity of counselling via email.

NB It is not suitable for staff who may feel suicidal, psychotic, or are excessive users of non-prescribed drugs or alcohol. If your issues seem urgent and require immediate attention, see the list of resources, contacts and information links.

Why might I choose email counselling?

Email counselling can be useful to work with a range of issues, similar to face to face counselling. You might choose email counselling (instead of face-to-face counselling*) because:

  • You can write your email and read the reply at a time convenient for you, without needing to commit to attend in person at a specific time.
  • It gives you an opportunity to write down your issues and see your own words so you can reflect on them·
  • You can read and re-read both what you are writing and what the counsellor is writing – at any time·
  • It gives you an opportunity for counselling without having to meet someone face-to-face
  • You can work in a ‘virtual counselling relationship’ which, although there are no verbal or visual clues, can be rewarding as you have to be explicit in putting words to your emotions – which can be therapeutic in itself
  • It may be easier for practical reasons, such as if you are based away from the University, perhaps abroad.

*It is important to register for EITHER email counselling OR face-to-face counselling, as working with two counsellors at the same time can be counter-productive.

How does email counselling work?

Email counselling can be helpful as a different way of expressing your self and describing your issues. Through writing an email - up to 500 words approximately - you can get a clearer understanding of your concerns so you can make choices or changes, as necessary. As with face-to-face counselling, email counselling is not about advising you what to do, but can prompt you to think about what you are doing and so develop your own thinking. Occasionally the email counsellor may suggest web links for you to get more information.

You can send your email in to your counsellor whenever you choose (as long as it is received before 10.00am on the Thursday morning) and your counsellor will reply on Thursdays. For example, you might send your email at 8pm on Saturday evening and your counsellor will respond on the following Thursday. NB it is not a synchronous system so emails are not read and replied to immediately. You may choose to space your emails over a number of weeks, but if you choose to not reply for a period of four weeks, it will be assumed that you no longer wish to continue. You can re-register at a later date to re-start if necessary.

The email counselling service is available during term time and vacations (although not when the University is closed).

How long can I have email counselling?

When you have written and received 5 replies, the counsellor will invite you to summarise what you have learnt from the process, ask you to review what is working well, and encourage you to think about whether you are ready to work towards an ending, or whether you would like to proceed with a further 5 emails. Often this sort of evaluation can help you to get the most from your email counselling exchanges.

How can I get started with email counselling?

  1. Decide email counselling is appropriate for you
  2. Click on the registration form (you need to be logged in) and check the agreement, so you know what you are signing up to
  3. Complete the online form and click 'send form' to submit
  4. If your form has submitted correctly, you will immediately see a message inviting you to write your first email. You can write approximately up to 500 words (including any attachments) - you can send in your first email straight away.
  5. You will receive a reply from your email counsellor the following Thursday as long as your email is received before 10.00am on the Thursday morning.

What about confidentiality?

To secure more privacy in your emails, we recommend you use your Warwick email address as we can't guarantee the security and privacy offered by other email accounts. However, it is possible to use a non-Warwick email address.

To uphold the policy of confidentiality, no information is recorded on any central staff records. When you register for email counselling, you will be asked for (In Case of Emergency) I.C.E. contact details and your Staff Identity number which will only be used to check identity if necessary or to carry out random authentication checks (to ensure only staff officially registered as working with the University of Warwick University use the Email Counselling). The registration form also asks for factual data (including gender, age, referral source, etc) and is used to compile anonymous statistics so the Counselling Service can monitor trends. Once you are undertaking email counselling, email folders are opened to store your emails and all replies accessible by the email counsellors only. At the end of each academic year, email folders are archived (unless counselling is continuing). To ensure good professional email counselling practice, any emails sent in to the email counselling service may possibly be looked over and read by one of the email counsellors at any time (ie not just on the allocated Thursdays) but this is not part of ongoing regular procedures.

What if I need urgent help or support?

Any emails submitted are responded to each subsequent Thursday. If you feel you need a more immediate response, you may like to consider accessing a different source of support. You may want to contact NHS Direct for information or your GP surgery (they will have an out of hours service if required) or get in touch with the Samaritans who offer a 24/7 listening service - see the link to other resources for full details. For any on-campus emergency situations, contact security on 02476 522083.

What about technological problems?

Email counselling is, by definition, reliant on computer technology. The email counsellors use the Warwick University IT systems. In the event of system failure either within the Warwick University system, or locally to the Counselling Service, the counsellors will endeavour to keep you informed as appropriate. If you experience technological difficulties (system or computer/network failure), it is important to keep us informed as appropriate (voicemail messages can be left on the telephone system after office hours 02476 523761).

How can I have my say about the University Email Counselling Service?

The Counselling Service continually evaluates what it offers and makes improvements where possible so that the Service meets the needs of its users. To this end, when you finish email counselling you will be sent an online questionnaire to complete. You are asked to consider aspects of the email counselling service such as the marketing, and the usefulness of your counselling experience. Each summer the responses are collated and used to inform any service development. Verbatim responses may be selected for use on the Counselling Service website but are not attributed to individuals and are anonymous. All reasonable suggestions for improvement will be considered and your feedback about this service is welcomed.

What if I have further questions about the email counselling service?

If you have any other questions or concerns about the email counselling service, send an email to the Counselling Service general administration email address or telephone the Counselling Service on 02476 523761, or call in during office hours.


It was
very gentle and non-judgmental, which was exactly what I needed. It also felt personal
with the counselor frequently mentioning my name and addressing my specific


Anonymity helped, Being able to write whenever I'm feeling down rather than at a specific time, and able to
reread emails to understand it better.


Lots of suggested strategies to try to help with
anxiety as well as a chance to think about root causes


I am not very confident in person and did not feel I would communicate effectively.

Quotes from users of the University Email Counselling Serivce