During the call, we will:

• listen without judgement
• provide a safe space to discuss your needs, worries or concerns
• work with you to explore options for support.

First, you will hear a welcome message and a list of options. To speak to a crisis supporter, please press 1. If life is in danger, please hang up and call 000 (Triple Zero).

There may be a short wait before you are connected to a crisis supporter. Please stay in the queue and your call will be answered as soon as possible.

We offer short-term, non-judgemental support. We aim to help reduce stress and improve your ability to cope with your current situation as well as future crises.

Calls to 13 11 14 from a mobile phone are free; those made from a landline are charged at the cost of a local call.

If you or someone else is in immediate danger, call 000 (Triple Zero).

Sometimes, we experience high demand for our service. If we can’t answer your call straight away, you will be placed on hold until a crisis supporter becomes available. Please stay on the line or call back later. We will be with you as soon as possible.

It’s unlikely you’ll be connected to the same crisis supporter again, however, everyone you speak to is trained and supervised in the same way, so you can expect the same level of support and care no matter who you talk to.

All Lifeline staff and volunteers are required to keep caller personal information confidential.

The crisis supporter will collect some details, such as the date, time and duration of the call, the reason for ringing and the outcome of the call. The confidentiality of this information and a caller’s anonymity will be upheld at all times, except when:

• a caller is at imminent risk of injury or death by suicide
• a caller makes specific threats to harm third parties
• a caller is at imminent risk of injury or death by another person
• there are reasonable grounds for believing that child abuse is occurring and/or where an intervention may be required to ensure a child’s safety
• situations where there is a legal imperative to provide information
• circumstances where it is necessary to discuss matters related to the call or caller to provide the best possible service to the client, including through supervision processes or to ensure the safety and wellbeing of telephone counsellors.

Wherever possible, Lifeline will let callers know about the above confidentiality limits.

A crisis is someone’s reaction to an event or experience they’re struggling with. It’s a very individual response – one person may be deeply affected by an experience or event that has little effect on another.

Following are some examples of things that may trigger a crisis for some people:

• relationship breakdown or difficulties
• loss (of a loved one, job or home)
• physical health issues
• symptoms of mental illness
• caring for another or concern for another’s safety or wellbeing
• violence (including domestic violence) and trauma
• pressures from work or study
• an accident
• a natural disaster.

Lifeline believes crisis support saves lives. Our crisis supporters are here to offer an immediate response when difficulties feel overwhelming.

Lifeline provides non-denominational crisis support.