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The environment Ask young people from your Youth Advisory

Group (or equivalent) what they think of your Reception area and phone messages, and how they could be improved

Regularly step back and view your reception area as if you were seeking help as a young person

Provide comfortable seating options e.g. a mix of colourful chairs and beanbags, individual chairs and couches

Display welcome signs in different languages

Play an ever-changing selection of interesting YouTube clips on the Reception television (mental health related and fun clips)

Acknowledge the traditional owners of the land with a prominent sign

Provide teen-focussed magazines and books and update them regularly

Cater for the whole family e.g. provide colouring pages, toys for younger siblings etc.

Show that your service is inclusive by displaying posters, images and/or information for diverse young people (including young people who identify as Aboriginal and/or Torres Strait Islander, as LGBTIQ, have disabilities and come from culturally diverse backgrounds)

Create interesting displays e.g. a pet wall, a library of youth-friendly literature to borrow and/or swap

Ensure the Reception area and toilets are accessible for people with disabilities and respect gender diversity

Consider all the senses – sight (visual displays and colour), sound (background music), smell (flowers or electric oil burners), touch (displays, toys etc.)

Ask for feedback on the reception environment from the young people who visit

Tips for providing a youth-friendly reception serviceRecruitment, training and ongoing professional development of reception staff is fundamental to building a positive culture for a youth friendly service

TOOLKIT

© Orygen, The National Centre of Excellence in Youth Mental Health 20171300 679 436info@orygen.org.au

orygen.org.au

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Disclaimer: this information is provided for general educational and information purposes only. It is current as at the date of publication and is intended to be relevant for all Australian states and territories (unless stated otherwise) and may not be applicable in other jurisdictions. Any diagnosis and/or treatment decisions in respect of an individual patient should be made based on your professional investigations and opinions in the context of the clinical circumstances of the patient. To the extent permitted by law, Orygen, The National Centre of Excellence in Youth Mental Health will not be liable for any loss or damage arising from your use of or reliance on this information. You rely on your own professional skill and judgement in conducting your own health care practice. Orygen, The National Centre of Excellence in Youth Mental Health does not endorse or recommend any products, treatments or services referred to in this information.

The service Review your core values with the team and plan

together to continually improve your service

Encourage staff to be genuine, empathetic, reliable and accountable – and to seek feedback on the way they come across

Show that you respect gender diversity by asking all young people their preferred names and pronouns

Ask young people their preferred communication method for any appointment changes e.g. Is it OK to leave a phone message?

Ensure staff know how to access interpreters if required

Provide cultural awareness training for staff

Have agreed strategies for managing a distressed young person, parent or family member

Provide information on how to get to your service by both car and public transport

Provide written information on youth mental health issues in relevant languages and for various reading levels, including low literacy

Where possible, provide convenient appointment times for young people who are at school or working (e.g. lunch, evening and weekend appointments)

Provide free or affordable services

Staff support Practice dealing with challenging situations

and phone calls and provide constructive feedback to each other

Make sure staff take some time out after a challenging call or situation

Recognise that the reception role requires advanced people skills and recruit accordingly

Debrief regularly and provide support for staff in various ways