1to1help Frequently Asked Questions | Emotional & Mental Wellbeing Support

What is 1to1help?

1to1help is India’s leading Employee Assistance Programme (EAP) provider and emotional wellbeing partner.  We support organisations in strengthening workforce mental health while giving employees and their family members access to confidential counselling, crisis care, and digital self-help tools. Our services combine human expertise and technology through programmes like 1to1Maternity, Emotional Care Champions (ECC), Emotional Risk Survey (ERS), Student Assistance Program (SAP), and Cohort-based programmes.

Who can use 1to1help’s services?

Our services are offered to employees of partner organisations and, in many cases, their dependents. Once your employer has partnered with 1to1help, you can access counselling and other resources using your official email ID or registered phone number — at no personal cost.

What kind of support does 1to1help provide?

1to1help offers comprehensive mental health and emotional wellbeing support through programmes tailored to specific needs.

Our services span mental health counselling, 24×7 crisis care, workshops, digital self-care tools, and professional consultations in nutrition, legal, and financial wellness.

Care is delivered via specialised programmes such as the Employee Assistance Programme (EAP) for workplaces, 1to1Maternity for new and expectant mothers, Emotional Risk Survey (ERS) for organisational insights, Emotional Care Champions (ECC) for peer support, the Student Assistance Programme (SAP) for young adults and institutions, and other Cohort-based programmes depending on organisational needs — making support accessible, confidential, and relevant across every stage of life and work.

How is 1to1help different from other wellbeing providers?

With 25 years of experience and more than 11 million lives supported, we combine clinical excellence with India-specific insights. Our 415+ counsellors offer care in 13+ languages, backed by technology that gives HR teams data-driven engagement and impact reports.

Are counselling sessions confidential?

Yes. Your counselling sessions are completely confidential. 1to1help counsellors will never share your personal information, session details, or records with anyone — including your employer or family — under any circumstance. The only exception is in cases of imminent danger or emergency situations, where disclosure is necessary to protect your safety or that of others. Outside of this, your privacy is fully protected, always.

How qualified are 1to1help’s counsellors?

All counsellors hold master’s degrees in psychology or counselling and undergo continuous supervision and training to maintain global standards of care. Each is bound by professional ethics and confidentiality protocols.

Is support available 24×7?

Our crisis helpline is available 24×7 for employees of partner organisations who need immediate emotional support. Regular counselling sessions are available by appointment during working hours and can be booked easily through the 1to1help App or web portal.

Does 1to1help work only with corporates?

While most of our partnerships are with organisations, we also collaborate with partners that create a B2B2C impact. We work with educational institutions through our Student Assistance Programme (SAP) and are open to partnering with insurance providers, healthcare platforms, and any setup that enables end-user access to emotional and mental health support. Across every collaboration, our focus remains on improving individual wellbeing through clinically sound, confidential, and outcome-driven care.

How does 1to1help support organisations?

1to1help partners with organisations to build emotionally resilient, high-performing workplaces. Through a portfolio of programmes — including the Employee Assistance Programme (EAP), Emotional Risk Survey (ERS), 1to1Maternity, Emotional Care Champions (ECC), and other cohort-based initiatives, we help organisations create lasting impact on mental health, engagement, and retention.

What kind of challenges do your programmes address?

Every 1to1help programme is designed to support the diverse emotional and psychological needs of individuals — from day-to-day stress to complex personal or workplace concerns. While common themes include:

• Mental Health: Stress, anxiety, depression, trauma, emotional distress 
• Work & Performance: Workplace pressure, conflict, role transitions 
• Relationships & Family: Couple concerns, parenting challenges, family dynamics 
• Life Transitions & Personal Growth: Relocation, caregiving, identity shifts, resilience-building

These examples are not exhaustive. Employees are encouraged to reach out for any concern affecting their wellbeing — personal, professional, or emotional. Our role is to offer a safe, confidential space for whatever they are experiencing.

Beyond helping people cope, our programmes aim to help them grow, thrive, and build resilience, purpose, and lasting fulfilment — creating stronger individuals and healthier workplaces.

Can 1to1help’s programmes be customised?

Yes. Every organisation’s workforce is unique and so are its challenges. Our programmes are customised not only by workforce type, industry, and size, but also by specific cohort needs such as: new parents, postpartum mothers and fathers returning to work, Gen Z employees, first-time managers, shift or field workers, blue-collar teams, leadership groups and more.

We also design interventions for organisational transitions like mergers, layoffs, restructuring, role changes, or hybrid/return-to-office shifts ensuring that every programme is relevant, empathetic, and timely for the people it supports.

How is impact measured?

Impact is tracked through anonymised analytics, programme utilisation, and wellbeing improvement scores gathered from pre- and post-assessments conducted before and after counselling or interventions. These insights, combined with tools like the Emotional Risk Survey (ERS), give HR leaders a clear view of emotional health trends, emerging risk areas, and progress in workforce resilience and productivity.

What support do HR leaders receive after implementation?

Each organisation is assigned a dedicated account manager who collaborates with your HR team throughout the year. We provide monthly engagement plans, quarterly review sessions, and actionable recommendations to improve participation and outcomes.

How does 1to1help ensure data privacy and compliance?

We uphold the highest standards of data security, confidentiality, and quality management across all our programmes and platforms. 1to1help is ISO 27001:2022 certified for information security and ISO 9001:2015 certified for quality management systems.  All data is encrypted, access-controlled, and anonymised before being shared with organisations, ensuring complete privacy for every individual. Our practices align with national data-privacy and mental health regulations, safeguarding user trust at every step.

How long does it take to launch a programme?

Implementation timelines vary depending on the programme or services, but most go live within 2–4 weeks.  We provide communication toolkits, employee orientations, and access setup for all support channels before launch.

What sizes or types of organisations do you work with?

We partner with startups, MSMEs, large Indian corporates, global enterprises, and educational institutions across a wide range of industries, including: BFSI, IT & ITES, MNCs, Healthcare, Public Sector, Retail & E-commerce, Telecom & Media, Hospitality & Travel, Real Estate, Education, FMCG, Automobile, Logistics, Oil & Gas & Energy, Consulting & BPO, and Manufacturing & Infrastructure.

Our approach scales seamlessly from small teams to large, distributed workforces, adapting delivery, language, and engagement to fit each organisation’s culture and needs.

How can we explore a partnership or demo?

You can request a personalised walkthrough of our programmes and analytics platform through the Request a Demo page. Our team will assess your organisation’s goals and recommend a wellbeing roadmap best suited to your workforce.

How can I book a counselling session?

You can schedule a session through the 1to1help App, the web portal, or by calling our helpline 1800-258-8999 / 1800 258 8121/ 1800-202-6121. Choose your preferred time and mode — phone, video, chat, e-counselling, or in-person (available in select cities) — and a counsellor will confirm your slot.

Can my family members also use the service?

In many organisations, dependents such as your spouse, siblings, adult children or parents are also covered under the programme. The exact coverage depends on your organisation’s agreement with 1to1help, so please check with your HR team for details on who is eligible to access counselling.

What kinds of issues can I talk about?

You can talk about anything that’s affecting your emotional or mental wellbeing — at work or in your personal life. Whether it’s stress, relationships, anxiety, self-doubt, or something you can’t quite name yet, our counsellors are here to listen, understand, and help you work through it at your own pace.  No concern is too small or too complex to reach out for support.

How are counselling sessions conducted?

Sessions can be held over phone, video, chat, e-counselling, or in-person (available in select cities).  You can choose the mode and time that best suits your comfort and privacy.

Are counselling sessions confidential?

Yes. Everything you share with your counsellor stays strictly confidential. Information is never shared with your employer or anyone else, except in extremely rare cases of imminent danger to yourself or others, where disclosure is necessary to protect your safety.

How soon can I get an appointment?

Appointments are typically available within 24 hours, and in 95% of cases, same-day sessions are fulfilled based on counsellor availability.

What if I need urgent help?

If you or someone you know is in emotional distress or crisis, call our 24×7 helpline 1800-258-8999/ 1800 258 8121 / 1800-202-6121 for immediate support from trained professionals.

How can I access self-care tools and resources?

You can access all self-care tools through the 1to1help App or web portal, available exclusively to employees of partner organisations. Here, you’ll receive personalised recommendations and guidance, including self-assessments, articles, videos, exercises, mood tracking, guided programmes, and webinars to help you strengthen your emotional wellbeing at your own pace.

How do I share feedback or report an issue?

You can share feedback or raise any concern through our Grievance Form.  If you’re facing difficulty accessing your service, please reach out via the Contact Us page and our intake team will assist you promptly.

I’m an employee of a partner organisation but not sure how to start.

If your organisation is partnered with 1to1help, simply visit the web portal or download the 1to1help App to get started. We’ll take you through a short assessment to help you understand which areas you might need help with.

Frequently Asked Questions (FAQs)

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