Within the sector, there are differences in the use of terminology. The glossary below clarifies terms used in this document.

  • Client - Consumers and users of the services and their carers and families. It may also include the wider community.
  • Decision Support Systems (DSS) - Information systems focused on supporting and improving managerial decision making.
  • High-quality service - Services that meet or exceed the needs and expectations of the client and that reflect current best-practice approaches to mental health service delivery. Section 2 (page 12) defines the elements of high-quality service delivery.
  • Holistic - Organisations will address clients with a whole of person approach, offering referral for clients and carers, as appropriate, to other relevant services when additional needs of the client can not be met by, or are out of scope of, the organisation.
  • Internet-based support programs - Both synchronous and asynchronous communication online or through email between a counsellor and an internet user.
  • Service - This will differ with the provider type. In this context the services may be: internet-based support or telephone counselling. Service may also be interchangeable with organisation in some contexts.
  • Staff - Includes paid and unpaid personnel at all levels of the organisation.
  • Telephone counselling services - Any telephone communication between a counsellor or therapist and a caller.