What are we doing?

A project focused on building a deeper understanding of the needs of people who regularly call Lifeline.

This will enable us to:

1. develop strategies with people who call that build confidence, resources and access to additional supports and,
2. where needed, adapt the Lifeline policies, training and procedures to ensure we have the best set up to meet people’s needs.

How are we doing it?

Starting with existing research and learnings from past projects, we are safely trying new ways of providing support over the phone for people who call regularly.

Lifeline’s 13 11 14 service is a confidential service so we cannot verify the identity of individuals that have contacted our service. Our telephone system is, however, able to identify phone numbers that call regularly, allowing Lifeline to adapt our support to better meet people’s needs. For more information on how Lifeline handles personal information, please visit our privacy policy.

Potential approaches being explored in the project

• New approaches in the conversations
• Improving the supports provided to people who call, such as offers of counselling
• Offers of outbound calls

All new approaches and changes to the experience of calling Lifeline will go through a rigorous review to ensure they are safe, aimed at improving our service and will not reduce callers trust in Lifeline.

Project timelines

• January - March 2024: Planning phase
• April 2024: Initial consultation with people who have an experience of calling Lifeline regularly
• May – August 2024: Safely trying new approaches and ongoing consultation with people who have an experience of calling Lifeline regularly
• September 2024 onwards: Recommendations made about service improvements or adaptations needed, based on our deeper understanding of the needs of people who call regularly