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My SSP (My Student Support Program) is a service contracted by the university to provide 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.
My SSP is a resource designed to support the overall mental health and wellbeing of students by providing real-time 24/7 access to professional counsellors as well as scheduled short-term counselling support. Use the My SSP app not only to connect with live support, but also to review its extensive library of digital emotional health and wellbeing content, which includes access to virtual fitness sessions and self-administered assessments.
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.
Available anytime of the day or night
Confidential support from professional mental health counsellors
Accessible from anywhere in the world
Available in multiple languages
An easy way to get trusted and expert support
Free to all SFU students
Why would I use My SSP?
Your mental health is important. Your years at university can be challenging for many reasons, and My SSP is one option to support you so you feel less alone. Get support for things related to:
Here are some general topics you may want to connect with My SSP about:
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
Outside of North America: 001-416-380-6578
There is no right or wrong way to use My SSP.
My SSP supports both real-time 24/7 support as well as short-term scheduled support. 24/7 Real-Time Support via telephone and chat. Reach the program via:
SFU is always gathering feedback on how the service with My SSP is doing, so please submit your feedback here.
Call or Chat if
- You would like to receive in-the-moment support with a professional and do not want to want to schedule an appointment.
- You are in crisis and are believe your safety or someone else’s safety is at risk.
It will look like:
Once connected via chat or call, a representative will collect some information from you including your name, school, reason for support and connect you with the first available counsellor. If you have a specific language or lived experience matching request, be sure to let the representative know during the intake process. My SSP will provide support in real time where available or set up clinical support through short term scheduled sessions if needed to support your request.
All graduate and undergraduate SFU students can connect with My SSP via chat and call function while traveling outside of the US and Canada.
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.
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
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.