1to1help Frequently Asked Questions | Emotional & Mental Wellbeing Support

What is 1to1help?

1to1help is India’s leading emotional wellbeing and assistance partner for organisations, institutions, and large member-based ecosystems.

We support organisations in strengthening mental health across their workforce, students, and affiliated individuals, while giving members and their family members access to confidential counselling, crisis care, and digital self-help tools.

Our platform uses clinical expertise to personalise the experience for specific cohorts that we address, such as expecting and new parents (1to1Maternity), managers and peers (Emotional Care Champions), students (Student Assistance Programme), as well as organisations as a whole (Emotional Risk Survey).

Who can use 1to1help’s services?

Any member or individual, student or employee, of a partner organisation, and in several cases their dependents and family members, may access our services.

Once your organisation has partnered with 1to1help, you can access counselling and the wellbeing platform using your official email ID, registered phone number, or employee or student ID, at no personal cost.

What kind of support does 1to1help provide?

1to1help offers comprehensive mental health and emotional wellbeing support through programmes tailored to individual, managerial, and group needs.

For individuals, support includes confidential counselling, 24×7 crisis care, access to a wellbeing platform with digital self-care tools, and professional consultations across nutrition, legal, and financial wellbeing.

For managers and people leaders, we provide structured support to help them navigate team wellbeing concerns, identify emotional risk early, and respond with confidence and care.

For groups and cohorts, we deliver awareness sessions, webinars, workshops, and preventive interventions designed to build emotional literacy and resilience at scale.

Care is delivered via specialised programmes such as the Employee Assistance Program (EAP), 1to1Maternity, Emotional Risk Survey (ERS), Emotional Care Champions (ECC), the Student Assistance Program (SAP), and other cohort-based programmes depending on organisational needs, making support accessible, confidential, and relevant across different contexts.

How is 1to1help different from other wellbeing providers?

With 25 years of experience, 1to1help is purpose-built for organisational care.

We focus on outcomes, consistently maintaining a 97% helpful rating for counselling sessions and a strong return-to-care rate that reflects sustained engagement and trust.

We work with organisations ranging from 100 to over 1 lakh employees across multiple industries and bring deep, on-ground understanding of the challenges faced by today’s workforces. Our approach combines clinical rigour, India-specific insight, and measurable impact.

Are counselling sessions confidential?

Yes. Counselling sessions at 1to1help are completely confidential.

We do not collect your name, and everyone accessing the service operates under an alias. Counsellors do not share personal information, session details, or records with employers, institutions, or family members.

Any disclosure happens only with your informed consent.

How qualified are 1to1help’s counsellors?

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

Is support available 24×7?

Our crisis helpline is available 24×7 for employees, students, dependents, and individuals belonging to partner organisations who need immediate emotional support.

Counselling sessions are available by appointment, including evenings, weekends, and beyond standard working hours, and can be booked easily through the 1to1help app or portal.

Does 1to1help work only with corporates?

While many of our partnerships are with organisations, we also work across education and large ecosystem-led models.

We collaborate with educational institutions through our Student Assistance Program (SAP) and with B2B2C partners.
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Our solutions are designed to scale across sectors and contexts, allowing us to support diverse populations as new workforce and member models continue to evolve.

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.

If my organisation isn’t partnered with 1to1help, can I still access counselling?

Yes, absolutely. You can visit 1to1help.com/online-counselling and request a counselling session directly. Once you submit your details, our intake team will call you within 12–15 hours to understand your needs and guide you on next steps. The process, confidentiality, and quality of care are exactly the same — regardless of whether your organisation is partnered with us.

Frequently Asked Questions (FAQs)

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