Frequent Callers to Lifeline

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A report on the Lifeline service which provides access to crisis support, suicide prevention and mental health services. Key amongst these is its 13 11 14 telephone line, which offers 24-hour crisis support delivered by Telephone Crisis Supporters (TCSs). Assistance from services like Lifeline is intended as a one-off or time-limited intervention, but some people make numerous calls to these services, sometimes over a relatively short space of time and sometimes for prolonged periods. These ‘frequent callers’ present a challenge for Lifeline and other telephone helplines which aim to achieve the best outcomes for all callers but have to do so with finite resources. Responding to frequent calls from one caller may mean that several other callers cannot connect with the service, and may encourage a dependency on the service in frequent callers that is not in their best interests.