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.
Consumer perspectives on the use of artificial intelligence technology and automation in crisis support services : mixed methods study
- Ma, Jennifer, O’Riordan, Megan, Mazzer, Kelly, Batterham, Philip, Bradford, Sally, Kõlves, Kairi, Titov, Nickolai, Klein, Britt, Rickwood, Debra
- Authors: Ma, Jennifer , O’Riordan, Megan , Mazzer, Kelly , Batterham, Philip , Bradford, Sally , Kõlves, Kairi , Titov, Nickolai , Klein, Britt , Rickwood, Debra
- Date: 2022
- Type: Text , Journal article
- Relation: JMIR Human Factors Vol. 9, no. 3 (2022), p.
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- Description: Background: Emerging technologies, such as artificial intelligence (AI), have the potential to enhance service responsiveness and quality, improve reach to underserved groups, and help address the lack of workforce capacity in health and mental health care. However, little research has been conducted on the acceptability of AI, particularly in mental health and crisis support, and how this may inform the development of responsible and responsive innovation in the area. Objective: This study aims to explore the level of support for the use of technology and automation, such as AI, in Lifeline’s crisis support services in Australia; the likelihood of service use if technology and automation were implemented; the impact of demographic characteristics on the level of support and likelihood of service use; and reasons for not using Lifeline’s crisis support services if technology and automation were implemented in the future. Methods: A mixed methods study involving a computer-assisted telephone interview and a web-based survey was undertaken from 2019 to 2020 to explore expectations and anticipated outcomes of Lifeline’s crisis support services in a nationally representative community sample (n=1300) and a Lifeline help-seeker sample (n=553). Participants were aged between 18 and 93 years. Quantitative descriptive analysis, binary logistic regression models, and qualitative thematic analysis were conducted to address the research objectives. Results: One-third of the community and help-seeker participants did not support the collection of information about service users through technology and automation (ie, via AI), and approximately half of the participants reported that they would be less likely to use the service if automation was introduced. Significant demographic differences were observed between the community and help-seeker samples. Of the demographics, only older age predicted being less likely to endorse technology and automation to tailor Lifeline’s crisis support service and use such services (odds ratio 1.48-1.66, 99% CI 1.03-2.38; P<.001 to P=.005). The most common reason for reluctance, reported by both samples, was that respondents wanted to speak to a real person, assuming that human counselors would be replaced by automated robots or machine services. Conclusions: Although Lifeline plans to always have a real person providing crisis support, help-seekers automatically fear this will not be the case if new technology and automation such as AI are introduced. Consequently, incorporating innovative use of technology to improve help-seeker outcomes in such services will require careful messaging and assurance that the human connection will continue. © Jennifer S Ma, Megan O’Riordan, Kelly Mazzer, Philip J Batterham, Sally Bradford, Kairi Kõlves, Nickolai Titov, Britt Klein, Debra J Rickwood.
- Authors: Ma, Jennifer , O’Riordan, Megan , Mazzer, Kelly , Batterham, Philip , Bradford, Sally , Kõlves, Kairi , Titov, Nickolai , Klein, Britt , Rickwood, Debra
- Date: 2022
- Type: Text , Journal article
- Relation: JMIR Human Factors Vol. 9, no. 3 (2022), p.
- Full Text:
- Reviewed:
- Description: Background: Emerging technologies, such as artificial intelligence (AI), have the potential to enhance service responsiveness and quality, improve reach to underserved groups, and help address the lack of workforce capacity in health and mental health care. However, little research has been conducted on the acceptability of AI, particularly in mental health and crisis support, and how this may inform the development of responsible and responsive innovation in the area. Objective: This study aims to explore the level of support for the use of technology and automation, such as AI, in Lifeline’s crisis support services in Australia; the likelihood of service use if technology and automation were implemented; the impact of demographic characteristics on the level of support and likelihood of service use; and reasons for not using Lifeline’s crisis support services if technology and automation were implemented in the future. Methods: A mixed methods study involving a computer-assisted telephone interview and a web-based survey was undertaken from 2019 to 2020 to explore expectations and anticipated outcomes of Lifeline’s crisis support services in a nationally representative community sample (n=1300) and a Lifeline help-seeker sample (n=553). Participants were aged between 18 and 93 years. Quantitative descriptive analysis, binary logistic regression models, and qualitative thematic analysis were conducted to address the research objectives. Results: One-third of the community and help-seeker participants did not support the collection of information about service users through technology and automation (ie, via AI), and approximately half of the participants reported that they would be less likely to use the service if automation was introduced. Significant demographic differences were observed between the community and help-seeker samples. Of the demographics, only older age predicted being less likely to endorse technology and automation to tailor Lifeline’s crisis support service and use such services (odds ratio 1.48-1.66, 99% CI 1.03-2.38; P<.001 to P=.005). The most common reason for reluctance, reported by both samples, was that respondents wanted to speak to a real person, assuming that human counselors would be replaced by automated robots or machine services. Conclusions: Although Lifeline plans to always have a real person providing crisis support, help-seekers automatically fear this will not be the case if new technology and automation such as AI are introduced. Consequently, incorporating innovative use of technology to improve help-seeker outcomes in such services will require careful messaging and assurance that the human connection will continue. © Jennifer S Ma, Megan O’Riordan, Kelly Mazzer, Philip J Batterham, Sally Bradford, Kairi Kõlves, Nickolai Titov, Britt Klein, Debra J Rickwood.
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
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- 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.
Control of the sheep blowfly in Australia and New Zealand - are we there yet?
- Sandeman, Mark, Levot, Garry, Heath, Allen, James, Peter, Greeff, Johan, Scott, Max, Batterham, Philip, Bowles, Vern
- Authors: Sandeman, Mark , Levot, Garry , Heath, Allen , James, Peter , Greeff, Johan , Scott, Max , Batterham, Philip , Bowles, Vern
- Date: 2014
- Type: Text , Journal article
- Relation: International Journal for Parasitology Vol. 44, no. 12 (2014), p. 879-891
- Full Text: false
- Reviewed:
- Description: The last 50. years of research into infections in Australia and New Zealand caused by larvae of the sheep blowfly, Lucilia cuprina, have significantly advanced our understanding of this blowfly and its primary host, the sheep. However, apart from some highly effective drugs it could be argued that no new control methodologies have resulted. This review addresses the major areas of sheep blowfly research over this period describing the significant outcomes and analyses, and what is still required to produce new commercial control technologies. The use of drugs against this fly species has been very successful but resistance has developed to almost all current compounds. Integrated pest management is becoming basic to control, especially in the absence of mulesing, and has clearly benefited from computer-aided technologies. Biological control has more challenges but natural and perhaps transformed biopesticides offer possibilities for the future. Experimental vaccines have been developed but require further analysis of antigens and formulations to boost protection. Genetic technologies may provide potential for long-term control through more rapid indirect selection of sheep less prone to flystrike. Finally in the future, genetic analysis of the fly may allow suppression and perhaps eradication of blowfly populations or identification of new and more viable targets for drug and vaccine intervention. Clearly all these areas of research offer potential new controls but commercial development is perhaps inhibited by the success of current chemical insecticides and certainly requires a significant additional injection of resources.
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