If you want a safer, more supportive culture where people can perform at their best, appointing a mental health first aid (MHFA) officer is one of the most practical steps you can take. Many Australian teams face rising stress, burnout and complex challenges at work. When someone is struggling, having a trained, trusted colleague who knows what to do can make all the difference.
In this article, we unpack what a MHFA officer does, why it matters for performance and culture, and how to set up a program that actually works. You will find evidence informed steps you can apply today, plus clear actions for HR and leaders.
What is a Mental Health First Aid Officer?
A MHFA officer is a trained employee who provides initial support to a colleague experiencing a mental health problem or crisis. They are not a counsellor or a clinician. Their role is to recognise signs, listen without judgment, offer reassurance, and guide the person to appropriate professional help and workplace supports.
Think of them like a physical first aider for mental health. They respond early, reduce risk and stigma, and help people access care sooner. Training often follows the
Mental Health First Aid Australia framework, which is widely used across Australian workplaces.
For broader context on building safe cultures, you may also find our article on
what is psychological safety helpful.
Why it Matters
Mental health affects focus, decision making, collaboration and attendance. When support is easy to access, people seek help earlier, which improves recovery and reduces disruption to work. Safe Work Australia highlights the impact of psychosocial hazards on health and performance, and the need for practical controls within a broader wellbeing strategy.
Timely support matters. Earlier help seeking is linked with better outcomes, lower risk and fewer days off work. Organisations that prepare for this are less likely to face escalating workers compensation claims and can protect productivity. For context on national trends, see our article on
workplace mental health claims set to double by 2030.
Trusted Australian resources such as
Mental Health First Aid Australia,
Beyond Blue and the
Black Dog Institute provide evidence informed guidance for employees and employers. These align with a whole of system approach where mental health first aid officers complement policy, leader capability and access to professional care.
How to Implement a Mental Health First Aid Officer Program
The steps below will help you set up a program that is safe, trusted and useful for your people. These actions ensure your mental health first aid officer network works alongside your wellbeing strategy, not in isolation.
1. Define The Role And Boundaries
Be clear on what a mental health first aid officer does. Scope includes early recognition, supportive conversation, risk awareness and referral to professional help and internal supports. Scope does not include therapy, diagnosis or case management.
Tip: Publish a one page summary that outlines responsibilities, confidentiality limits and escalation protocols. This helps staff know what to expect.
2. Select The Right People
Look for volunteers who are empathetic, reliable and respected. Diversity matters. Aim for a mix of genders, departments, seniority and locations so that every employee has a relatable contact. Learn more about
wellbeing champions here.
Tip: Invite expressions of interest with support from leaders. Ensure role recognition in position descriptions or performance goals to value the contribution.
3. Provide Accredited Training And Refreshers
Use accredited courses such as those from Mental Health First Aid Australia. Training builds skills in recognising signs, having supportive conversations and guiding people to help. Schedule regular refreshers to maintain confidence and knowledge.
Tip: Add scenario practice that reflects your workplace. Include after hours or remote work examples if relevant.
4. Establish Clear Pathways To Care
Your MHFA officer should know the exact next steps. Map pathways to your Employee Assistance Program, community services, and emergency options. Include processes for psychosocial risk reporting to WHS and HR when needed.
Tip: Create a simple flow chart with contacts, service hours and crisis numbers. Review quarterly to keep it current.
5. Promote Confidentiality And Trust
Clear boundaries and privacy build trust. Share what is confidential, what must be escalated and how data will be used. Offer private spaces for conversations and options for online or phone support.
Tip: Publish a staff directory with photos and blurbs for each mental health first aid officer so people know who they are approaching.
6. Support Officers With Supervision And Debriefing
Supporting others can be emotionally taxing. Provide optional debriefing with a psychologist through your EAP, plus peer check ins. Protect time for training and recovery so the role remains sustainable.
Tip: Rotate responsibilities and set reasonable limits on availability to prevent overload.
7. Integrate With Your Wellbeing Strategy
A MHFA officer program is most effective when paired with leader capability, workload and flexibility practices, and proactive resilience training. For support on building leadership capability, explore our piece on the
role of leadership in wellbeing programs and our guide on
building psychological safety through leadership.
8. Measure And Improve
Track awareness of the mental health first aid officer network, time to support, referral rates to EAP and employee confidence in help seeking. Use anonymous pulse surveys to identify gaps and iterate.
Tip: Report outcomes to leaders and the board, focusing on safety, engagement and retention. Connect results to your broader wellbeing goals.
What Can Employers Do?
- Make roles visible: Introduce your mental health first aid officer network at town halls and on your intranet, include contact details and locations.
- Resource the program: Fund accredited training, refreshers and supervision, allocate work time for duties and debrief.
- Set clear governance: Document role scope, privacy standards and escalation pathways, review annually.
- Equip leaders: Train managers to recognise early signs and to collaborate with the mental health first aid officer network, reduce stigma and encourage help seeking.
- Reduce psychosocial risks: Address workload, role clarity and control over work, align with WHS requirements and Safe Work Australia guidance.
- Embed in culture: Link to values, include stories of early support and recovery, celebrate officers and their impact.
- Evaluate ROI: Track EAP utilisation trends, time to support, psychological safety scores and retention, share learnings and refine.
For broader program design and measurement, see our articles on
how effective are workplace wellbeing programs and
measuring ROI for employee wellbeing.
Common Questions About The Mental Health First Aid Officer Role
Is A Mental Health First Aid Officer A Counsellor?
No. They provide immediate support and guidance to help someone access professional care. They do not diagnose or treat.
How Many Officers Do We Need?
It depends on size, risk profile and distribution of your workforce. A practical starting point is at least one officer per site or per 50 to 100 employees, with good coverage across shifts and teams.
What Training Should We Choose?
Use recognised programs like Mental Health First Aid Australia, and supplement with refreshers and scenario practice tailored to your context. Reinforce with leader training and a clear playbook.
Key Takeaways
- A mental health first aid officer provides immediate, practical support and guides colleagues to professional help, which improves safety and recovery.
- Clear role scope, accredited training and strong referral pathways are essential for a trusted program that protects staff and officers.
- Integration with leadership capability and psychosocial risk controls delivers the biggest impact for culture and performance.
- Regular promotion, supervision and measurement help your network stay active and effective over time.
- Investing in early support builds psychological safety, reduces risk and supports sustained performance across your business.
If you want help designing a practical program and training your MHFA officer network,
get in touch with Better Being.
READY TO IMPLEMENT A WELLBEING PROGRAM WITH TANGIBLE BENEFITS FOR EVERYONE INVOLVED?
