Lifeline launches 24/7 text service

LIFELINE has provided Australia’s only Crisis Text helpline since 2019, providing support to people in psychological distress, and is now using a $1.5 federal government grant to fast-track the service’s expansion to 24 hours a day, seven days a week.

Lifeline chief executive officer Colin Seery said that rather than diverting phone calls from the 13 11 14 service, the always-on digital platform has in fact increased the range and total number of people contacting the organisation.

“This is a landmark in suicide prevention in Australia and is all about bringing help to people who are in situations and environments where accessing support through digital communication is the only safe or viable option.

“The service is unique in that it allows for genuine privacy during contact, so it is well suited to support cohorts at heightened vulnerability such as help seekers experiencing domestic and family violence or those living with a disability.”

In a 2019 evaluation of the original service by the Australian Health Services Research Institute, 42 per cent of contacts said they would not have used another service if the text or chat were not available.

Of 1,000 helpseekers who were asked to provide demographic information, the median age of people using the service is 24 years old, while 80 per cent of help seekers identified as female.

Minister for Health and Aged Care, Greg Hunt, said Lifeline’s 24/7 text service was an important expansion of the vital service the charity provides in crisis support and suicide prevention.

“The significant surge in demand for Lifeline’s services during COVID means more people are reaching out for help, and services like Lifeline are there to help.

“The expansion of the text service is backed by data showing that it is the preferred channel for high risk members of the community including young people, those experiencing family and domestic violence, and Aboriginal and Torres Strait Islander people.”

Lifeline Crisis Text is presently funded by the NSW government through a $6 million four-year grant agreement. The service has also been supported under the COVID-19 response funding ($2.5m) provided to Lifeline by the federal government.

To handle the unique challenges of the service, Lifeline is continuing to train a new cohort of volunteers, while In Shift Support Supervisors offer psychological support in real time with up to eight Crisis Supporters on a shift.

If you, or someone you know are feeling overwhelmed, Lifeline encourages you to connect to them in the way you feel most comfortable.

You can phone Lifeline to speak to a Crisis Supporter on 13 11 14 (24 hours a day, 7 days a week), text 0477 131 114 (24 hours/7 days) or chat to Lifeline online at their website (24 hours/7 days).