- Counsellors on the AIDS Helpline empower callers to manage their own lives better through a process of self-determination.
- Clients are guided through a process-problem resolution in one of South Africa's11 official languages. The counselling process helps the caller to personalise issues relating to HIV AND AIDS.
- Callers often state that the information provided in printed materials alone does not meet their personal needs. Counselling can assist them to see that it is their behaviour that puts them at risk of HIV transmission. A combination of information sharing (for example, printed materials) and counselling can assist callers in changing both their attitudes and their high-risk behaviour.
- All calls to the AIDS Helpline are anonymous and confidential and disclosures will be treated with the utmost respect. Because clients are not required to disclose any contact details they feel safer to talk about their personal issues, knowing that their identities are protected.
- Social attitudes and perceptions about HIV AND AIDS are highly discriminatory and therefore can force people to live in fear and isolation with the knowledge of their status. The ongoing support from the Helpline, as well as from other resources, assists in not only promoting disclosure, but also improving the quality of life for the caller. During the session the caller is given relevant information to cope with both the physical and emotional issues of being HIV-positive or living with AIDS.
- At all times the AIDS Helpline strives to refer the caller to appropriate organisations, with the objective of providing continued care for the caller.
- The anonymity associated with telephone counselling not only helps the caller to deal with sensitive and taboo issues, but also creates a non-judgemental environment.
- Callers are provided with information in a manner that is easily understood, and that is appropriate for their circumstances.