In Press Releases

ICON Communication Centres Launches Mental Health First Aid Program

Brian Grogan & Zdenka Mokra – MHFA – ICON

ICON Communication Centres s.r.o (ICON), an award-winning provider of multilingual contact centre solutions, is pleased to announce the launch of its Mental Health First Aid (MHFA) program with colleagues trained by MHFA England. The MHFA program places a focus on the importance of early intervention into resolving situations arising from mental health issues in the workplace. ICON colleagues are deploying their skills from the UK to improve the mental health and wellbeing of their colleagues in the Czech Republic.

The MHFA England program is designed as a tool to start a conversation with those colleagues who may be suffering from mental illness. According to MHFA England, early diagnosis and treatment of mental health conditions can significantly improve recovery rates. Using the experience from MHFA England, ICON’s solution seeks to minimise the distress a colleague may suffer at a time of anguish.

ICON is proactively equipping colleagues with the tools to identify, understand, and cope with mental health issues. We are creating a safe workplace where both the mental health and physical health of our colleagues are valued equally.
Helen Hickin–CEO-ICON

ICON’s dedicated MHFA colleagues are trained to recognise the indicators that someone is developing problems or experiencing a mental health crisis. They have the necessary skills to discuss changes in emotions, thinking, and behaviour, and are in a position to encourage colleagues to seek appropriate professional help early on before a person’s condition deteriorates.

ICON’s solutions team developed an online Mental Health First Aid portal to anonymously and confidentially connect those colleagues who may need early intervention. Initial assistance is provided using the ‘Support and Talk’ methodology, which is a sign-posting and listening service, before directing people to further help if required.

A delay in seeking help for mental health problems can increase the risk of a prolonged absence from work. The longer a person is away from work, the less likely they are to return. ICON is committed to proactively avoiding such scenarios and the associated cost from both a personal and business perspective.
Mark Matthews–COO-ICON

The MHFA course was developed in 2000 by Betty Kitchener and Professor Tony Jorm with the aim of improving the mental health literacy of Australians; it is now auspiced by the University of Melbourne’s Department of Psychiatry. The training program has since been replicated in six countries, including Scotland, Great Britain, and Canada.

ICON is proud to be complementing the work of the MHFA program around the world.


For more information or to request an interview with ICON’s Managing Director, Helen Hickin, please contact:
Chris Hague
Media + Communication Business Partner
+420 221 709 223

ICON Communications Centres s.r.o specialises in tailor-made outsourcing solutions that deliver leading communication strategies to connect global brands with local customers. With sixteen years’ experience, ICON provides superior service across a vast range of outsourcing responsibilities. Based in Prague, clients take advantage of ICON’s competitive price point and access to a broad native-level multilingual talent pool. ICON’s executive management team comprises Helen Hickin, Mark Matthews, and Jirí Kratochvil.