In Australia many people have health conditions or needs that are not immediately visible. These diverse experiences – whether chronic, sensory sensitivities, mobility needs or neurodivergence – can influence how someone participates in mental health conversations. Without small adjustments, these conversations may feel overwhelming, inaccessible or unsafe.
Inclusive, flexible mental health first aid conversations help ensure that everyone can participate in a way that works for them, feel heard, and access support that reflects their individual needs. To better understand what makes a difference, we asked Mental Health First Aiders (MHFAiders) across Australia to share their experiences.
Here are five lived-experience informed tips that can help make mental health first aid conversations more supportive, inclusive and empowering.
Check physical needs and comfort before starting
Physical health needs can shift quickly, so early check-ins support safety and comfort. It’s also important to be aware of physical needs to help someone feel more comfortable during a mental health first aid conversation.
As one MHFAider explained, “If my blood sugar is dropping, I cannot focus. A two-minute snack break makes a huge difference.” Another shared, “Asking where I want to sit helps me feel grounded and in control”.
MHFAiders recommend supporting someone who may have additional physical needs by:
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- asking whether they need water, snacks, medication or time to take medication discreetly.
- offering regular or flexible breaks
- asking if the lighting, noise level or temperature is uncomfortable and adjusting accordingly
- checking whether the person prefers a certain seat, extra space or proximity to exits/windows/toilets etc.
- asking if any additional physical aids or supports are required (eg. cushions, back support, mobility aids etc.)
- reassuring a person that is safe and okay to ask for reasonable adjustments at any time and that you are happy to support them.
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Small steps like these help the person feel ready and able to engage. Even a simple question like, “Do you need to do anything before we start?” can help someone feel ready and able to engage.
Create a low-sensory, accessible environment
Sensory overload can make it hard to think, listen or regulate emotions. For some people, sensory elements can increase anxiety.
MHFAiders told us that small environmental factors can make a big difference:
- “If the lighting is harsh or the room is noisy, I shut down. Softer light helps me stay present.”
- “Strong smells or drafts distract me so much that I lose track of the conversation.”
- “I need space for my mobility aids, and I prefer to be able to see the exits to help with my anxiety.”
To make an environment more inclusive and comfortable, you could consider:
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- quiet rooms with minimal background noise
- soft, consistent lighting
- comfortable seating and space for mobility aids
- avoiding strong smells or ensuring there is airflow.
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Environment shapes emotional safety. Starting with a question like “Are you comfortable to have this conversation here or should we find somewhere else?” can help someone feel safe and comfortable.
Support self-regulation and different communication needs
People regulate, process and communicate in diverse ways. Providing space for this helps them stay engaged.
MHFAiders shared:
- “Using my fidget helps me concentrate. When people don’t judge it, I relax instantly.”
- “I need longer pauses. If you jump in quickly, I lose my whole thought.”
- “Sometimes I cannot speak. Offering a pen and paper helps me communicate.”
You can support this by:
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- allowing sensory or calming tools
- allowing movement or breaks
- giving extra time to respond
- using written communication or visual aids
- summarising key points together
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These approaches respect different processing styles. Asking “How can we communicate in a way that works best for you?” signals respect for different processing styles.
Be flexible in how and where you connect
Energy levels, symptoms and mobility can vary. Offering options reduces pressure and increases accessibility.
MHFAiders explained how flexibility matters:
- “Sometimes a coffee catch-up is too hard. If someone offers Zoom or phone alternatives instead, I feel seen.”
- “Timing matters. I might have energy in the morning but crash by the afternoon.”
- “Describing the café or park helps me choose what environment will work best for me.”
You could support this by:
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- offering online, phone or text options
- providing alternative times of day
- describing locations clearly, including sensory considerations
- allowing rescheduling if symptoms change
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Flexibility supports autonomy and dignity. Try asking things like “Are you up for in person or would you prefer another way today?” to give options and autonomy.
Use inclusive language and ask rather than assume
Every persons experience with health is unique. Includes language helps reduces stigma and increase safety.
Our MHFAiders shared the importance of asking.
- “Even if you have the same condition as me, our experiences will be different.”
- “Asking ‘What helps you feel supported?’ always feels better than guessing.”
Try asking questions like:
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- What helps you feel comfortable right now?
- Is there anything you need before we continue?
- How can I best support you today?
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Showing curiosity can help to build trust.
Why these adjustments matter
These approaches reflect lived experience and align with evidence-based inclusive practice. They recognise that:
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- needs may be visible or hidden
- accessibility looks different for everyone
- emotional and physical safety are essential
- autonomy and choice support dignity.
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By putting these tips into practice where appropriate, MHFAiders can help ensure that every person, regardless of ability, neurodivergence, health condition or sensory needs – feels safe, heard and supported.
