Lifeline to launch new Online Chat Service
Release date: 09 February 2012
Lifeline today announced that it will be launching a new permanent Online Crisis Support Chat Service in May, the first of its kind in Australia, following a successful pilot in 2011.
As the nation’s leading provider of suicide and crisis support services, Lifeline has traditionally provided its services via their 24 hour crisis phone line, 13 11 14, operating since 1963, and answering more than 1250 calls every day.
Recognising the changing needs of the community and the rise of online as a mainstream form of communication, Lifeline has now added an Online Crisis Support Chat Service for people who would prefer to seek help and advice via a real time, one-on-one, online conversation.
Lifeline’s Online Crisis Support Chat Service was launched as a pilot in April 2011 and instantly experienced a high number of users accessing the service.
Suicide and mental health concerns are the two main reasons help-seekers are contacting this new service with a reported 74% of contacts confirming they were ‘thinking about suicide’ the day they connected with Lifeline.
Other statistics from the pilot include:
• 85% of contacts are female;
• The two main concerns leading people to contact the online service are suicide (26%) and mental illness/emotional problem (24%)
• We are reaching more help seekers in remote/regional areas (54%) whereas the Australian population living in these areas is only 31%
• 78% of surveyed contacts had an improved mood state - 59% stated they were either ‘extremely’ or very ‘upset’ at the start of the online conversation. This reduced to 13% after the chat session.
“To ensure our service grows and meets the changing needs of the community, Lifeline continues to look for new and innovative ways to reach out to all Australians,” Lifeline’s National Patron, John Brogden said today.
“With the increasing roles social media and internet based technology play in our everyday life, more and more Australians are accessing services online and this was creating a gap in Lifeline’s service offering.
“In partnership with the MLC Community Foundation, and with the added support of News Digital Media as Lifeline’s digital media partner, we have started to fill these gaps by preparing to launch Lifeline’s Online Crisis Support Chat Service and further developing a range of online self-help tool kits and fact sheets.
“The MLC Community Foundation has donated more than $1.8 million to Lifeline over the past four years and, without their significant financial investment, this new online chat service would not have been possible. Their ongoing support allows Lifeline to continue to provide services to those in crisis,” Mr Brogden said.
Group Executive of MLC, Mr Steve Tucker said, “We are extremely pleased to be a part of this new service which is extending Lifeline’s critical support to more people in need in our community.”
“Mental health is an issue that impacts thousands of Australians every day and the MLC Community Foundation is committed to working with Lifeline and other community partners to support people living with mental health illnesses and help them get well,” Mr Tucker said.
Media Contact Lifeline Australia
Chris Wagner
0434 378 939
Media Contact MLC
Stacey O’Dea
0400 305 446