Lifeline is Australia’s national crisis support and suicide prevention service. It’s been operating 13 11 14 call centres nationally for 60 years, as well as providing online chat and text support services.
Lifeline volunteers provide hope and connection to Australians who are facing their darkest moments. The organisation has used Rosterfy to streamline their volunteer application process and improve its scalability.
Support Line
Lifeline operates a national priority 13 11 14 phone help line, staffed by trained crisis supporters. They also provide suicide prevention services and mental health support via their online and text services.
The St Albans call centre is the first of its kind to operate on a university campus, providing real-world placements for VU students studying youth work, psychology, counselling and community services. Lifeline Western Melbourne is a wholly owned subsidiary of Lifeline Melbourne Australia, and is funded by community and corporate donations and Lifeline Shop profits.
Lifeline is available to eligible low-income consumers in every state and territory, as well as on Tribal lands. Eligible subscribers receive a discount on their monthly telephone, broadband Internet service or bundled voice and Internet packages from participating wireline and wireless communications providers. The Lifeline program is administered by the Universal Service Administrative Company (USAC). For more information, visit their website. Lifeline also offers a free, confidential online chat and an interactive self-led Support Toolkit.
Chat & Text
Lifeline is perhaps Australia's best known helpline and suicide prevention service. In the spirit of its founder, Sir Alan Walker, the organisation believes that no Australian should have to face their darkest moments alone. Lifeline provides support through the 13 11 14 phone service, online Crisis Support Chat and via the digital self-led Support Toolkit.
Through the design process, Lifeline was able to incorporate beneficiary voices in developing a text-based crisis support service, with the key motivations being to increase reach and improve outcomes for callers (known as ‘help seekers’). A number of insights were gained through exploring international services such as the US Crisis Text Line and the UK Samaritans.
To ensure that the new service would be viable, the team developed an impact measurement framework and adapted Lifeline’s existing program logic for textbased use. In addition, they also needed to understand potential service demand in order to estimate workforce requirements. This information was acquired through a convenience sample of help seekers who had used the new chat and text modalities.
Beyond Now
A core mission of Lifeline is to ensure no one faces their darkest moment alone. This is achieved through connection, compassion and hope. Whether through the phone 13 11 14, chat or the digital self-led Support Toolkit, their crisis support services are available around the clock for all Australians.
Lived experience is also a core value and a key component of their service. Lifeline fosters this through their podcast, Holding On to Hope which features inspirational stories from people who have faced mental health conditions and challenges.
Lifeline has adopted a number of technological advancements to help them continue to deliver their vital services. For example, they use Rosterfy to streamline the recruitment and management of volunteers by allowing them to process up to 12 volunteer applications per hour. The platform has also allowed them to automate screening processes like Working with Children Checks and renewals. This has resulted in increased productivity and decreased administrative burden.
Training
Lifeline has a range of training programs, all designed to help you better support colleagues or friends experiencing mental health issues or in crisis. All proceeds from these courses go towards supporting Lifeline’s vital 13 11 14 call line services, so they benefit more people in need.
Our national accredited crisis supporter workplace training course equips you with the skills to respond effectively and empathetically to callers. It also qualifies you to volunteer on our phone service. You will need to commit to attending training over a few months and ongoing hours as a crisis supporter.
The DV-alert program is mapped against the unit of competency CHCDFV001 Recognise and Respond to Domestic and Family Violence and encourages participants to recognise and respond to the many forms of abuse that constitute domestic and family violence. This nationally recognised training is available to frontline staff or volunteers from health, allied and community services. It is run onsite and online.