Facts and Figures about the 13 11 14 service

What do people call Lifeline about? Call themes from 2006

In 2006 Lifeline answered around 425,000 calls on the 13 11 14 service. Whilst this is a confidential service and callers are not required to give their names, Lifeline has recently been able to gather a greater range of information about caller themes and concerns using a new data collection system. This allows us to better understand the needs of our callers and highlights areas of distress in the community.

As Lifeline is a generalist service, the issues which people call about vary greatly. In 2006 the most prominent themes were; Family and Relationship (23%), Self and Community – with covered issues such as life direction and loneliness (18%) and Health and Disability (18%). Lifeline also responds daily to callers at risk of suicide and those who have experienced abuse, trauma and loss. Many callers reported a sense of aloneness in dealing with complex and often painful life situations.

Mental health and wellbeing is a prominent background factor for many Lifeline callers. Mental health features as a major area of personal concern and community need. 

No matter what the issue, Lifeline is there for all callers in troubled times and responds to two thirds of its calls after hours when other services are less accessible or closed. Anyone can call 13 11 14, at anytime, from anywhere in Australia.

Calls Profiles

The Lifeline Calls Profiles provide an insight into the calls received on the 13 11 14 service.

Lifeline Calls Profile # 1 PDF
Profile # 1 includes information about Lifeline history, what we stand for, Telephone Counselling and our national data collection system.

Lifeline Calls Profile # 2 PDF
Profile # 2 provides a profile of Rural and Metropolitan Telephone Counselling Service Users.

Lifeline Calls Profile # 3 PDF
Profile # 3 addresses the topic of loneliness and how it relates to callers in metropolitan versus rural/regional locations.

Lifeline Calls Profile #4 PDF
Profile # 4 addresses the issue of helpseeking behaviour among rural male Australians.