Chat FAQ - Alberta Human Services - Government of Alberta

Chat FAQ

Show Answer 1. Why is there a long wait time for the chat service?

A chat session (average chat is 30 minutes) typically takes longer than connecting over the phone (average call is 10 minutes). The length of time you spend in wait time will depend on the number of staff available and the number of users accessing the chat service. Your chat request will be answered in the order that it was received. The average wait time is two minutes.

The Family Violence Info Line (310‑1818) or the Bullying Helpline (1‑888‑456‑2323) provides a faster response. If you require immediate assistance, call the info line or helpline. Assistance is available 24 hours a day, seven days a week, in more than 170 languages. Call 9‑1‑1 if you or someone else is in an emergency situation.

Show Answer 2. What devices or browsers does the chat work on?

The chat works with most desktop computers and mobile devices with the latest Internet browsers. It may not work on selected BlackBerry’s. See chart below:

Internet browsers* Compatibility Download the latest browser version for better functionality Private browser mode**
Apple Safari 5+ 5+ Private browsing
Google Chrome 31+ 31+ Incognito mode
Internet Explorer 7+
note: some features may not work on versions older than IE9
IE11 InPrivate browsing mode
Mozilla Firefox 25+ 25+ Private mode
Opera 19+ 19+ Private mode
*Most up to date versions of Java 7+ and QuickTime 7+ required for all browsers.

Use private browser mode for better security.

For the most stable and fastest connection, please use a computer to chat, or call the Family Violence Info Line (310-1818) or the Bullying Helpline (1‑888‑456‑2323).

Show Answer 3. What can I do if I lose my Internet connection or need technical assistance?

If you lose your chat connection, log in again or call 1‑888‑456‑2323 (Bullying Helpline) or 310‑1818 (Family Violence Info Line). You can also call the helpline or info line for technical assistance.

Show Answer 4. How can I erase my browsing history from my computer?

To delete your browsing history and cover your online tracks visit:
http://humanservices.alberta.ca/abuse-bullying/15728.html.

Also, it is recommended to use private browsing mode as mentioned in #2 when you begin chat.

Show Answer 5. In what languages do you provide assistance?

The chat is available in English.

The Family Violence Info Line (310‑1818) and the Bullying Helpline (1‑888‑456‑2323) is available in more than 170 languages.

Show Answer 6. Is the service only available to Albertans?

The chat service is only available to Albertans as each province or country has different legislation around family violence or bullying. However, there are resources for non-Albertans.

Show Answer 7. What are the online chat hours?

The chat line hours are noon to 8 p.m., daily.

The Family Violence Info Line (310‑1818) and the Bullying Helpline (1‑888‑456‑2323) is available 24 hours a day, seven days a week, in more than 170 languages.

For emergencies, call 9‑1‑1.

Show Answer 8. Will you help me if I am in immediate danger?

Yes. However, we encourage you to call 9‑1‑1, if you or someone else is in an emergency situation.

Show Answer 9. How/where can I start a chat?

To chat with a support worker, click on the Family Violence Info Line or Bullying Helpline “begin chat” link and browse in private mode.

After registering the first three digits of your postal code, you will receive a pop-up to let you know when the next chat staff is available. You may use other applications, but check back every couple minutes to see if a chat staff has messaged you.

After you finish chatting, click on “end chat” instead of closing your internet browser. Refer to #4 to learn how to erase your history.

Created:
Modified: 2014-11-03
PID: 17444