Providing feedback will not impact your relationship with Lifeline or your ability to use our services in the future.

We welcome and value the voices of people from all cultures, backgrounds, and walks of life. Lifeline is evaluating a new approach (called Support Navigation) to help us make informed decisions about how to better connect people with the right services, while making sure you feel heard and supported.

What to expect 

Lifeline has partnered with an independent evaluation team from Social Ventures Australia (SVA). You are invited to a one-on-one phone interview with an SVA researcher to talk about your experience. 

• The interviews will be conducted in English 

• You have the option to speak to Jimmy (He/Him) or Louise (She/Her) from SVA 

• It will take about 15 to 20 minutes, and you can choose a time that suits you 

• You will receive a reminder text 15 minutes before the interview time you have chosen 

• With your permission, they will audio-record the call so they can accurately capture your feedback. This recording will be deleted immediately after their notes are typed up. You can also choose not to have the audio recorded and still continue with the interview, this will be confirmed at the start of the call 

We would love to hear your thoughts on whether the call and the support options felt helpful, and we welcome any suggestions for how we can do better. They will have a few questions to guide the conversation, but you can focus on whatever parts of the support process you want to share. 

For example, they might ask: 

• Did you feel like the Crisis Supporter listened to you and understood what you were going through? 

• How helpful was it when they suggested other support options? 

• Is there anything they could have done differently to be more helpful? 

You will not be asked to discuss the personal circumstances or the distress that led you to call Lifeline. 

Your choice and safety 

Your participation is entirely voluntary. You can answer as few or as many questions as you like. You can also change your mind and withdraw your feedback after the interview is over. 

• Privacy: You may want to consider finding a private space where you can talk freely. You are also warmly welcome to have a support person present with you if you choose. 

• Support: We understand that reflecting on your experience might bring up difficult emotions. If you feel upset and unable to continue, we invite you to pause or stop the interview at any time. 

• Accessibility: Please let us know if we can arrange any supports to help you take part. 

Supports available to you 

If you experience any distress during your participation in the interview, several support options are available: 

• Lifeline contact options: 

• Phone: 13 11 14 (Available 24/7) 

• Text: 0477 13 11 14 (Available 24/7) 

• Website: https://www.lifeline.org.au/get-help 

• Beyond Blue (1300 22 4636) 

• You may also request a debriefing session with a trained counsellor. If you would like to access this option, please inform the interviewer. 

Privacy and your data 

Your information will be stored securely by the SVA evaluation team. Your feedback will be de-identified, meaning your name will not be used in their reports. Instead, what you share will be grouped into overall themes based on what they hear from everyone.

If you would like to read more about how your privacy is protected and how your data will be used, please refer to the downloadable version of this Information Sheet. 

If you agree that you have read and understand the information above and consent to participate in an interview, please click this link to choose a time that works best for you. For your privacy, please note that you do not need to use your real name while booking.

If you don’t consent, thank you for your interest, you can simply close this page. No further action is required.