My SSP

Your well-being in university is important. My SSP (My Student Support Program) is a service contracted by the university to provide 24/7 mental support to SFU and FIC students worldwide. All graduate and undergraduate students are encouraged to download the app so the service is available when it's needed - to support yourself, or a friend. If this is your first time accessing counselling or mental health support, review the guide below on ways to contact My SSP with some suggested examples.

Support when you need it

24/7 Urgent Mental Health Support

Call My SSP from any where in the world if you are in crisis or need urgent mental health support.

Multiple Language Options

Connect with a provider who speaks a language you're comfortable with, including French, Korean, Chinese, Arabic, Spanish and more.

Confidential service

My SSP is confidential within the limits of the law. No one, including family, friends or professors, will know you've accessed it unless you choose to tell them.

Appointments near you

Call or chat on the app to book an appointment with a registered clinical counsellor with MySSP, worldwide, in your time zone.

Specific & Relevant

You can request specific counsellor options and/or someone with similar lived-experience (eg. an Indigenous counsellor, etc.).

Articles and resources

The app has articles and videos on a range of mental health topics you'll find relevant (eg. setting boundaries, healthy relationships, etc.).

Download the app

After downloading the app to your phone, you'll be asked to provide some information so My SSP (Student Support Program) can offer you tailored support based on your identity, your community, and your needs. Your personal information is not shared with SFU. Having the app will give you 24/7/365 access to call, chat, and counselling booking options with My SSP, and it will also connect you to a number of resources to support you throughout your studies.

My SSP is a great service to use during Health & Counselling after hours or if you are living abroad or require urgent, crisis support.

Reach by phone

Call: 1-844-451-9700

Outside of North America: 001-416-380-6578

Why would I use My SSP?

Your mental health is important. Your years at university can be challenging for a number of different reasons, and My SSP is one option to support you so you feel less alone.

Here are some general topics you may want to connect with My SSP about:

  • Loneliness
  • Stress and anxiety
  • Identity
  • Relationship conflicts or challenges
  • Managing work/life balance
  • Chronic health concerns
  • Performance anxiety
  • Homesickness
  • Cultural adjustment
  • Coping mechanisms
  • Helping a friend in crisis

Should I call, chat, or book an appointment?

There is no right or wrong way to use My SSP.

Immediate options like call or chat are great for urgent, live support like having a professional to listen to you, guide, and offer advice out of tough situations. Booking an appointment with a counsellor will allow you to have ongoing, short-term, solutions-focused sessions with the same provider so you can work on more complex issues that are getting in the way of your university success. You can decide what's best for you based on your concerns and your level of comfort. You can also change My SSP counsellors if it isn't the right fit.

SFU is always gathering feedback on how the service with My SSP is doing, so please submit your feedback here.

Call if:

  • You are in crisis and require immediate mental health support
  • You would like advice, or to talk about a situation or concern with a professional in real-time
  • You would like to book an appointment with a My SSP counsellor

It will look like:

The call-taker will connect you with the first available counsellor, or if you are calling to book an appointment, the call-taker will gather details to arrange your booking.

Examples:

  • I need help now and shouldn't be alone
  • My relationship just ended and I don't know what to do
  • I'm so worried about my brother and I can't stop crying
  • I can't get out of bed today, I'm so overwhelmed

Chat if:

  • You would like to type out your situation or concerns with a professional and seek advice or direction
  • You are looking for self-led resources on a particular mental health topic
  • You would like to book an appointment with a My SSP counsellor

It will look like:

The initial chat-respondent will connect you with the first available counsellor, or if you are calling to book an appointment, the chat-respondent will gather details to arrange your booking.

Examples:

  • I'd like to learn more about generalized anxiety disorder
  • I want to be better at knowing my limit and saying no
  • I'm nervous about a presentation and I need tips to stay calm
  • I'm frustrated by this person in my group project and I want to communicate my feelings better

Book an appointment if:

  • You want to address a specific issue or concern and have ongoing/short-term support to work through it
  • You do not live close to campus and want a counselling option close to your location or time zone
  • You have specific support options you are hoping for (ex: a counsellor who understands your religion or culture)

It will look like:

The intake person over call or chat will gather your details and connect you with an appropriate counsellor. You will then have short-term, ongoing support with that counsellor and will continue booking with them to tackle the same issue or concern, unless you call My SSP again to request support from a different counsellor.

Examples:

  • I keep getting into relationships that make me unhappy
  • I don't want to burn out but I keep doing too much
  • I don't get along with my parents anymore
  • I'm having a hard time adjusting to life in Canada
  • I want to come out to friends and family, but I'm scared

Accessing from Outside of Canada

All graduate and undergraduate SFU students can connect with My SSP via chat and call function while traveling outside of the US and Canada.  

By Chat

To use chat, you must have access to your provider network (data access) or a Wi-Fi connection. 

1.     The chat function through the free My SSP app works as it would if you were accessing from within Canada or the US. If you are experiencing difficulties, check your internet connectivity. Please also note that some countries may have additional firewall protections in place that block certain apps. If this is the case, consider calling in to My SSP instead.

By Phone/Call

The following are 2 options for making a call to My SSP outside of the US or Canada:

1.     Make an international call using your phone service provider network.  International calling charges can be applied in one of two ways:

a.     Student calls directly from My SSP app or direct (1.416.380.6579).  To call internationally, you must have international calling enabled on your phone. International calling charges apply.

b.     You may opt to “call collect” to have the charges reversed back to My SSP.  To do this, you must find the collect call service for the country in which you are located, dial the number, and request to make a collect call to 1.416.380.6579.  My SSP will accept the charges and you will be connected to a Student Support Advisor.

                                               i.     Please be aware that when using the call collect option, the My SSP autoattendant messaging is by passed and you will be connected directly with a respresentative. Please explain that you are a student looking to access the My SSP services from outside Canada/US.

2.     Call via Wi-Fi connection*.  To call via Wi-Fi, certain conditions must be met:

a.     You must be using a Wi-Fi-calling capable phone

                                               i.     Wi-Fi calling must be turned on. 

b.     Your service provider supports Wi-Fi calling

c.     Troubleshooting: If you are unable to make or receive Wi-Fi calls, it may be due to one of the following reasons:

                                               i.     Device does not support Wi-Fi calling.

                                              ii.     Device does not have the latest system update available

                                            iii.     Service plan does not include Wi-Fi calling

                                            iv.     Emergency address for Wi-Fi calling not set up (service providers are required by FCC to support 911 calls and collect a registered location to enable the service)

                                              v.     The Wi-Fi calling setting is turned off in device settings

                                            vi.     Wi-Fi calling is blocked on user’s phone line

                                           vii.     No Wi- Fi network connection

For more information about Wi-Fi calling including links to major US carriers policies go to: https://www.cnet.com/news/what-you-need-to-know-about-wifi-calling/

*NOTE: making calls over Wi-Fi can still come out of your regular minutes allowance and be charges as an international call depending on your phone plan.  Be sure to read the policies of your carrier to see if there are any potential restrictions and charges related to your situation

Share your feedback/experience

My SSP is undergoing constant evaluation. SFU meets regularly with My SSP to talk about how the service is working and how it can be improve for students. 

If you had an experience you'd like to share, we want to hear it. You can submit your feedback anonymously or request a follow up from Health & Counselling.