By Ruby Pratka

Local Journalism Initiative

English-speaking Quebecers everywhere in the province who need someone to talk to now have access to a toll-free 24-hour active listening helpline in their primary language.

Montreal-based helpline Tel-Aide has been offering bilingual, 24-hour active listening services in the Montreal area since 1971, although overnight service was suspended from 2022 through this spring due to staffing issues. 

Since May 1, through a $660,000 grant from the provincial government via the Secretariat for relations with English-speaking Quebecers, Tel-Aide has been able to bring back its overnight service and offer toll-free assistance in English to anyone who requests it.

Tel-Aide Montreal is the only bilingual active listening helpline in the province. Although callers from the regions have always been able to access English-language service by calling the Montreal call centre, the cost of a long-distance call was a deterrent for some people, explained Tel-Aide spokesperson Jennifer McMahon, herself a member of the anglophone community from Bromont.

“There are a few Tel-Aide centres in the province, but we’re the only one that offers service in English,” McMahon explained. “There are not many free active listening services in English in the province. There are crisis intervention or suicide prevention lines, but we are mostly there for active listening.”

She explained that active listening helplines exist for “people who are feeling lonely or overwhelmed or going through a rough patch” but who aren’t necessarily in crisis. The service is confidential and anonymous – callers can provide as much or as little personal information as they see fit.

“Loneliness is a huge issue in our society, and people don’t necessarily have emotional support when they’re struggling,” she said. “An active listener provides their full undivided attention, there’s no pressure, they respect your pace.” An active listener doesn’t actively propose solutions, but “asks open-ended questions to help the caller see what their options are, and helps people put words to what they’re experiencing.” If someone is in crisis or needs additional support, an active listener can refer them to locally available resources or transfer them to a crisis line.

“With this funding, we’re able to bring back 24-7 service, which is important, because at night, anxiety doesn’t stop. It can feel especially lonely,” McMahon said. “There are Canadian active listening helplines in English, but people there don’t necessarily understand Quebec. It’s hard for people in Quebec who are not fluent in French to get a listening ear. Now, our mission is expanding the service to the whole province because everyone deserves to be heard.”

Tel-Aide’s active listening service can be reached toll free at any time at 1-877-935-1101. To learn more about Tel-Aide or about becoming an active listener, visit telaidemontreal.org.