Service Delivery

At Acacia, our brand promise of Every Connection Matters underpins our methodology for service delivery. We embody this at every stage from partnership through to client engagement and support.

Acacia’s committment to quality means that services are only delivered by professionals with a minimum of 5 years’ experience, with no restrictions on their registration. Acacia’s comprehensive recruitment process ensures that all professionals fit with our organisational values and provide appropriate evidence-based clinical interventions to a high standard.

Our standard business hours are 7am to 7pm, with our call centre is staffed 24/7/365. This means that regardless of the time or day, clients can call Acacia and speak to a real person, with an average answer time of 12 seconds.

Client services can be delivered face-to-face or virtually, via telephone, video, or live chat. This ensures clients receive support in the manner that best suits them. Our Intake Team matches each client with the most suitable clinician based on their needs, concerns and preferences to provide a positive experience assist in delivering successful outcomes. The benefits for employees and leaders may include the following:

Specialist Support:

Acacia provides specialist support for the LGBTIQA+ community, people with disability, people from culturally and linguistically diverse backgrounds, and Aboriginal and/or Torres Strait Islander people. We also provide spiritual counselling for clients who need to address spiritual and religious concerns.


Our intake staff are trained and experienced with handling calls from the National Relay Service to cater for those who are deaf, hearing impaired, or have a speech impediment. They can also cater towards clients requiring translators.


Our diverse network of professionals allows us to provide support in 54 different languages including Auslan (sign language). This removes a barrier for many individuals, especially for organisations that are geographically dispersed.

Connect Lines:

Acacia’s Connect Lines remove the pressure of self-disclosing the reason for access and provide an opportunity to engage in an open discussion around topics that may be sensitive for some individuals. These include LGBTQIA+, Domestic and Family Violence, and First Nations Support.