FAQ

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1. Is the counselling really anonymous?

Yes, the counselling is anonymous. You only enter a username / nickname. We don't need more to advise you.

2. Can I choose who I am advised by?

Yes and no. In the e-mail counselling service, you will receive your first answer from an counselling person who will accept your first e-mail.
Don't worry - all counsellors are trained to do just that. From the first answer on, you write to each other. If you have already completed a consultation with us and would like to be supported again by exactly this person, you can ask for him or her.
In chat counselling, you can simply write to a free counselling person who is currently online.

3. I forgot my password / username. What can I do?

We do not save your login details for data protection reasons.

If you have forgotten your access data, you will have to create a new account. Unless you provided an e-mail address when you registered. Then you can click on "Forgot your password?" And you will receive an e-mail with which you can reset your password.

4. What is the difference between e-mail and chat counselling?

Mail counselling is comparable to an exchange of letters. You write a message that is accepted and answered around 24 to 48 hours later. Then you have the opportunity to ask questions or to answer.

In chat counselling, you chat live with an counselling person, similar to messenger services that you know. You write, the person who is counselling you reads your message and answers it and you can write back straight away. It's also more like a (counselling) conversation.

5. I've already reported to the mail counselling service. Can I start a new e-mail consultation?

If you have sent an “emergency call” and it has been accepted, then you are in a consultation with this advising person. You can only be in an e-mail counselling session with one person at a time. This means that you cannot start a new e-mail consultation because the messages will always go to the person who accepted you first. If you would like to be advised by someone else, let your counsellor know (see FAQ question 18).

6. No one is online in the chat counselling service during the specified chat time. What can I do?

You have several options:

If nobody is available during the chat time, you can receive a notification via push message as soon as an advisor is available. For this you have to agree to the notification conditions. You will then be automatically notified as soon as a consultant is available. Keep in mind that other young people may also be waiting for this, so it may be that the available counselors are quickly back in touch.

You can send an "emergency call" under Mailberatung, which will then be answered within 24 to 48 hours.

In acute cases you can get quick help here:
Children's and youth hotline: 116 111 (Mon-Sat, 2-8 p.m.),
Child emergency service hotline: +49 30 610061 (around the clock),
Telephone counselling: 0800 111 0 111 (around the clock).

7. What problems can I turn to you with?

You can contact us with all your problems and topics. No problem is excluded or too unimportant. Our counsellors are ready to listen and will work with you to find solutions, no matter what is bothering you.

8. What is a topic chat?

The topic chat is a moderated group chat. It is moderated by one of our counsellors. Up to eight young people can take part. The topic chat always takes place on Mondays at 7 p.m. and lasts 1 ½ hours. Every week there is a different main topic. You can find the topics on our website, on our Instagram account or in the JugendNotmail app. The topic chat offers you the opportunity to exchange ideas with other people seeking help similar to you.

9. It's already 7:30 p.m. Can I still dial into the topic chat?

Yes, of course you can. There are eight places in our topic chat. If chat places are free or other young people have left the chat earlier, you can participate and chat at any time between 7:00 p.m. and 8:30 p.m.

10. I wrote a message two days ago. How long will it take to get an answer?

Our advisors usually reply to your first message within 24 to 48 hours at the latest. But it can sometimes take longer because a lot of inquiries may have arrived. But you will definitely get an answer. If you are already in an ongoing consultation, the person advising you will agree on a response rhythm with you. If you still don't get an answer within a week, you can make a "report" and ask for support(FAQ Question 20).

11. My parents are not allowed to find out that I have contacted you. Is it possible?

Our consulting offer is completely confidential. Since our counselors do not have any personal data about you, they cannot contact your parents and are subject to confidentiality. Our advisors only have to react and call in the police if there is a danger to life and limb, such as when a specific suicide is announced. You will usually be informed about all steps.

12. I forgot to log out. Can others see my messages?

No, there is an auto-logout. If you have been inactive in the app or in the browser for 15 minutes, you will be automatically logged out.

13. You also have an Insta account. Can I also get advice via direct message?

Our Instagram account @jugendnotmail does not include any advice. According to our data protection regulations, we are not allowed to advise there.

14. I am waiting for an answer from my advisor. Do I get a message if there is an answer?

Yes, if you want, you can specify how you would like to be notified in the settings after logging in. By e-mail, if you enter an e-mail address, or by push message in the app or in the browser. You have to confirm the query as to whether the app is allowed to send you notifications. The push notification is tied to the respective device and browser with which you log in. So if you use a new device and e.g. log in with your laptop or tablet for the first time or use a new browser, then you have to select the push notification again under “Settings”. You can deactivate the notifications at any time.

15. My parents check my cell phone. How can I download the app?

If you use a family account with your parents in the store, your parents must approve the download of the app. Unfortunately we cannot prevent that.

Once downloaded, the app will be called “Junoma” on your home screen so that your parents don't see at first glance that you have reported to JugendNotmail. In addition, the app is password-protected, which you choose yourself, so that nobody but you has access. In addition, you always have the option of logging in via the browser (also via mobile phone).

16. I have worries / problems / questions and would like to get advice. How do I proceed?

First you have to register with a username and password via www.junoma-beratung.de/users/add or after downloading the JugendNotmail app. Then you come to our counselling platform and can write an "emergency call" there or chat with a counsellor during our chat times. If you do not know exactly how or what to write, you can write a short message with a few brief information about your problem or first answer casually with a “hello”.

17. I am in an e-mail or chat counselling session. What happens if I no longer want to be advised?

It is best to briefly inform your counsellor that you received help or that you no longer need advice. Then the counselling will be officially ended by your counsellor.

18. I don't get along with the person advising me. What can I do?

It can always happen that the chemistry between you and your counsellor is not right. That's not bad at all. Even if this certainly takes a bit of courage, it is best to let the person advising you know if you want a change. You can be passed on to another counsellor.

19. I feel uncomfortable writing about certain topics. What can I do if I am asked about this during a consultation?

You alone decide what and how much you want to tell. If you are very uncomfortable with something, let the person counselling you know - perhaps with the words “I don't want to talk about it” or “I feel uncomfortable talking about it.” The counsellor will respect your wish.

20. I was annoyed about a counsellor. How can I complain?

If you really do not feel that you are in good hands during the consultation or if you have not received an answer from the person advising you for more than a week, you can contact our independent feedback recipients confidentially using a report button. They accept complaints, investigate them and look for a good solution.
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1. Do I have to have a degree in psychology or social education to start as an online consultant at JugendNotmail?

In order to ensure the quality of online counselling, it is important to us that our consultants have sufficient experience and the necessary expertise to answer incoming emergency emails reliably and competently. We therefore require at least a bachelor's degree in psychology, social work or a similar course of study. It is also possible that you have sufficient expertise, even with a different degree, through appropriate consulting experience and / or additional training. If you are interested in online counselling and you are not sure whether your previous education is sufficient, simply contact us and we will check on a case-by-case basis whether we can imagine working with you.

2. Do you also have telephone counselling?

No, we are an online counselling centre that only provides advice via email or chat.

3. Where do I send my application to?

The best thing to do is to simply fill out the application form.

4. What should my application documents contain?

Using the application form, it is sufficient for you to send us your résumé, your letter of motivation and proof of qualification for your academic degree. If further documents are required after receiving your application, we will contact you.

5. I've applied, what's next?

After we have received your application, we will write you an email in the following days. If your profile suits us, we will invite you to one of our next online introductory workshops. You will then receive the contract, among other things. As soon as this has been signed and returned to us, you will receive a user name and access to our advice platform and you can start. Your first emails will be accompanied by a coaching process. We look forward to you!

6. How does such an introductory workshop work?

The online workshop takes place in groups of up to nine participants over two half days. We would like to get to know you and introduce you to our consulting platform. Then we deal with the basics and the application of resource and solution-oriented email counselling and discuss ways in which an initial reply email can be written.

7. Will there be someone I can turn to if emails from young people overwhelm me?

For your first consulting contacts, you will be provided with our specialist management by your side. You can always ask them for support in the following. In addition, various topic coaches are available to support you. There are also regular moderated intervision meetings and training courses that you can attend.

8. Is there quality assurance for online counselling?

Quality assurance is carried out continuously by our QA team.

9. How often do training courses take place for the volunteer counsellors?

Training courses currently take place every one to two months (mostly online).

10. How can I become a chat counsellor?

First of all, as described above, you apply to us as an online consultant. After the workshop and the initial coaching in email counselling, you can complete an additional module for individual chat counselling, which is offered approximately every two to three months. You can then - additionally or exclusively - support us with our chat counselling.

11. As an online counsellor, do I get a salary at JugendNotmail?

No, the work as an online consultant is on a voluntary basis.

12. Can I have online counselling credited as an internship?

Yes, we can certify that you are working as an online counsellor as an internship. We can offer support, but not close supervision - so please clarify the requirements for this with your university. However, like all our counsellors, you have some support options available (see FAQ questions 7-9).

13. How are the hours calculated for me as an intern?

For every email you write, you get 1 hour.

For each individual chat you get the duration of the chat taken into account. If you do two chats at the same time, you will be credited for the duration of the chats. For quality reasons, we cannot calculate more than two chats in parallel.

There are also other ways to collect lessons. If you are interested, please contact our specialist management.

14. As a volunteer, will I get a certificate after completion?

Yes, we will be happy to issue you with a certificate once you have completed your voluntary work - simply contact our volunteer coordinator.
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1. How will my donation be used?

We use your donation in the sense of our purpose for our projects, which serve the further development of the counselling service, include public relations measures and for administrative purposes.

2. When do I need a donation receipt?

For a donation of up to 300 euros, you do not need a donation receipt (= donation receipt). The tax office accepts the bank receipt (see question 4) in connection with the notice of exemption (on our transfer form). If you donate more than EUR 300.01, we will automatically send you a donation receipt for your tax return. This legal regulation applies not only to online donations, but also to transfers and cash payments.

3. Why don't I get a receipt for every issue?

We thank you for every donation with which YOU support our work! However, the statutory 300 euro regulation enables us to save shipping and administration costs - that means: We have more money available to help children in emotional need.

4. What does the tax office accept as a bank slip?

You can present the cash deposit slip or the booking confirmation from a bank to the tax office.

The account statement, direct debit slip or a separate confirmation from the bank can serve as a booking confirmation.

In addition to the booking confirmation, when & YOU submit the information on the notice of exemption printed on the back of the deposit slip.

5. How do I request a donation receipt?

If the tax office requests a donation receipt or a donation confirmation from you (e.g. because the required information is missing on your bank slip), we will of course send it to you - even for amounts under EUR 300.01. Please get in touch with our contact person for fundraising.

6. How safe are the online editions?

The entire donation process is handled via an encrypted SSL connection. This means that your spending over the Internet is as secure as with online banking.

7. What payment options do I have?

You can use our donation form to make an online transfer or take part in the SEPA direct debit procedure. If you would like to donate to our organization via the non-profit donation platform Betterplace, you have the following options: PayPal, credit card, giropay / paydirect, SEPA direct debit or bank transfer.

8. What is Betterplace?

Betterplace is a donation platform. It can be used by organizations like JugendNotmail to collect donations. The aim is to bring people and companies who want to help directly together with the people and organizations that need help. Betterplace