Community expectations and anticipated outcomes for crisis support services—Lifeline Australia
- Ma, Jennifer, Batterham, Philip, Kõlves, Kairi, Woodward, Alan, Bradford, Sally, Klein, Britt, Titov, Nickolai, Mazzer, Kelly, O’Riordan, Megan, Rickwood, Debra
- Authors: Ma, Jennifer , Batterham, Philip , Kõlves, Kairi , Woodward, Alan , Bradford, Sally , Klein, Britt , Titov, Nickolai , Mazzer, Kelly , O’Riordan, Megan , Rickwood, Debra
- Date: 2022
- Type: Text , Journal article
- Relation: Health and Social Care in the Community Vol. 30, no. 5 (2022), p. 1775-1788
- Full Text: false
- Reviewed:
- Description: Crisis lines provide a critical first line of mental wellbeing support for community members in distress. Given the increasing referral to such services, there is a need to understand what the expectations of the community are around the role of such services in our public health responses. A computer assisted telephone interview was undertaken between 28th October and 30th November 2019. The aim was to explore expectations and anticipated outcomes of Lifeline Australia's crisis support services from a nationally representative community sample (N = 1,300). Analysis was undertaken to determine if demographic variables (age, gender, indigenous status, country of birth, culturally and linguistically diverse (CALD) status, sexual orientation, household composition, region and State/territory) and past service use affected community expectations. Results showed that a majority of respondents expected Lifeline to listen and provide support, recommend other services, and provide information. Help-seekers were expected to feel heard and listened to, receive safety advice or support to stay safe, and feel more hopeful. Lifeline was expected to prioritise people feeling suicidal, in immediate personal crisis, and experiencing domestic violence. Findings reveal that community members hold expectations for Lifeline Australia to serve as a suicide prevention and general crisis support service, which are congruent with the service's aims. There was little variation in community expectations of crisis support services based on demographic factors and past service use. The results show that the community has extensive and diverse expectations for this national crisis service to meet both short and longer-term needs for all vulnerable members of the community—entailing a very substantial public health service responsibility. © 2021 John Wiley & Sons Ltd.
Help-seeker expectations and outcomes of a crisis support service : comparison of suicide-related and non-suicide-related contacts to lifeline Australia
- O'Riordan, Megan, Ma, Jennifer, Mazzer, Kelly, Batterham, Philip, Kõlves, Kairi, Woodward, Alan, Klein, Britt, Larsen, Mark, Goecke, Roland, Gould, Madelyn, Rickwood, Debra
- Authors: O'Riordan, Megan , Ma, Jennifer , Mazzer, Kelly , Batterham, Philip , Kõlves, Kairi , Woodward, Alan , Klein, Britt , Larsen, Mark , Goecke, Roland , Gould, Madelyn , Rickwood, Debra
- Date: 2022
- Type: Text , Journal article
- Relation: Health and Social Care in the Community Vol. 30, no. 6 (2022), p. e4535-e4544
- Full Text:
- Reviewed:
- Description: Lifeline Australia aims to prevent suicide and support community members in personal crisis via the provision of free anonymous telephone, online chat and text message services. This study aimed to identify the expectations and outcomes of Lifeline help-seekers, including whether there are differences between suicide-related and non-suicide-related contacts. Help-seekers (N = 553) who had previously contacted Lifeline via telephone, online chat, or text message crisis services were recruited via social media and a link provided after Lifeline service use, who completed an online survey about their awareness, expectations and outcomes of Lifeline's services. The responses from help-seekers who self-reported suicide-related and non-suicide-related reasons for contact were compared. Participants were highly aware of Lifeline's services, particularly the phone service. The main expectations of all help-seekers were to feel heard and listened to, feel less upset and feel understood. There were 59.5% of the sample that reported suicidality as a reason for contact. Suicide-related contacts endorsed more reasons for contact than non-suicide-related contacts. Expectations of suicide-related help-seekers were greater, but they were less likely to report that their expectations were met. The high expectations and complexity of suicide-related contacts reveal the challenges in meeting the needs of this high-priority group, particularly within the context of the multiple demands on crisis support services. © 2022 The Authors. Health and Social Care in the Community published by John Wiley & Sons Ltd.
- Authors: O'Riordan, Megan , Ma, Jennifer , Mazzer, Kelly , Batterham, Philip , Kõlves, Kairi , Woodward, Alan , Klein, Britt , Larsen, Mark , Goecke, Roland , Gould, Madelyn , Rickwood, Debra
- Date: 2022
- Type: Text , Journal article
- Relation: Health and Social Care in the Community Vol. 30, no. 6 (2022), p. e4535-e4544
- Full Text:
- Reviewed:
- Description: Lifeline Australia aims to prevent suicide and support community members in personal crisis via the provision of free anonymous telephone, online chat and text message services. This study aimed to identify the expectations and outcomes of Lifeline help-seekers, including whether there are differences between suicide-related and non-suicide-related contacts. Help-seekers (N = 553) who had previously contacted Lifeline via telephone, online chat, or text message crisis services were recruited via social media and a link provided after Lifeline service use, who completed an online survey about their awareness, expectations and outcomes of Lifeline's services. The responses from help-seekers who self-reported suicide-related and non-suicide-related reasons for contact were compared. Participants were highly aware of Lifeline's services, particularly the phone service. The main expectations of all help-seekers were to feel heard and listened to, feel less upset and feel understood. There were 59.5% of the sample that reported suicidality as a reason for contact. Suicide-related contacts endorsed more reasons for contact than non-suicide-related contacts. Expectations of suicide-related help-seekers were greater, but they were less likely to report that their expectations were met. The high expectations and complexity of suicide-related contacts reveal the challenges in meeting the needs of this high-priority group, particularly within the context of the multiple demands on crisis support services. © 2022 The Authors. Health and Social Care in the Community published by John Wiley & Sons Ltd.
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