Department of Health

Kids Urgent Concern Helpline

The Kids Urgent Concern Helpline will be available statewide from 1 July 2026, providing an independent assessment of a child's care in hospital via phone or video call.

Are you worried that your child is getting worse in hospital?

Follow these two steps to get help anytime:

Step 1

Ask your nurse or doctor for help.

They are there to help you.

All hospitals have a process to help you if you’re worried that your child is getting worse.

Step 2

Still worried? Stay at the hospital and call the Kids Urgent Concern Helpline anytime on:

13 82 45

    View transcript

    The Kids Urgent Concern Helpline provides an independent escalation system for families and carers in hospital to raise their concerns if they’re worried their child is getting worse.

    From 1 July 2026, the Kids Urgent Concern Helpline will be available statewide in all Victorian public hospitals and Urgent Care Centres, 24 hours a day, 7 days a week.

    The Kids Urgent Concern Helpline integrates with existing local escalation systems. It forms the final step of escalation processes and acts as a safety net. The Kids Urgent Concern Helpline works collaboratively with the local treating team to resolve the callers’ concerns using local processes.

    Who can use the Kids Urgent Concern Helpline?

    From 1 July 2026, the Kids Urgent Concern Helpline will support all children under 18 years of age who have concerns about a medical deterioration and are:

    • in a Victorian public hospital
    • presenting at an emergency department
    • in an Urgent Care Centre

    The Kids Urgent Concern Helpline does not support adults, people at home or people whose primary concerns are related to their mental health.

    Why the Kids Urgent Concern Helpline is needed

    The Kids Urgent Concern Helpline responds to recommendations from Safer Care Victoria’s ‘See Me, Hear Me’External Link white paper report published in January 2023.

    The report made three recommendations to improve the safety and care of children and young people accessing care in Victorian public hospitals, known as the Safer Care for KidsExternal Link project.

    Recommendation 3 called for the establishment of a centralised parent escalation process now named the Kids Urgent Concern Helpline.

    The Kids Urgent Concern Helpline was successfully piloted at ten sites in 2025. Based on the success of this pilot, it will be available statewide from 1 July 2026.

    The Kids Urgent Concern Helpline is staffed by clinicians from the Victorian Virtual Emergency Department.

    Reviewed 02 April 2026

    Health.vic

    Victoria's urgent care services

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