Abstract. This study investigated the transition to online counseling by 34 counselors during the COVID-19 pandemic, addressing the gap in access to mental health services due to restrictions of in-person interactions. The research employed online questionnaires and a virtual focus group discussion to gather qualitative data, which were analyzed using thematic analysis. Counselors reported addressing various client issues, including anxiety, depression, academic challenges, suicidal ideation, and family conflicts. The primary technical challenges identified were connectivity issues, clients' lack of technological resources, and limited digital literacy. Effective online counseling was associated with active listening, adaptability, trustworthiness, and technological competence. Although valued for accessibility, convenience, and confidentiality, online counseling poses challenges, such as impersonal communication and online fatigue. The findings underscore the need for improving tele-counseling practices, particularly in overcoming technological and communication barriers, to ensure the continued growth and development of the field.

Keywords: Online counseling; COVID-19; Mental health services; Thematic analysis; Technological challenges; Tele-counseling.