Volunteer
Become a crisis supporter
Our volunteers generously give their time, energy and expertise to achieve our vision of an ‘Australia free of suicide’, so that no person has to face their darkest moments alone. Lifeline is truly grateful for the support of our volunteers.
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There are two different ways you can volunteer as a Crisis Supporter
Phone support
What does the role involve?
As a Lifeline crisis supporter, you'll:
- provide one-on-one support to help seekers via phone
- listen without judgment and respond with compassion and care
- use the CARE Framework to assess risk and support safety
- commit to regular shifts (typically 4 hours per fortnight)
- participate in reflective practice, supervision, and ongoing learning.
Training
All phone crisis supporters complete nationally accredited training, which includes:
- online self-paced learning
- face-to-face skills workshops
- supervised shifts
- ongoing support and development.
Time commitment : Approximately 180 hours across 12-14 months, including around 20-25 hours placement and 80 hours internship.
Yes, it's a commitment but it’s also one of the most rewarding experiences you’ll ever have.
Requirements
To volunteer as a Crisis Supporter, you will need to:
- be over the age of 18
- live in Australia and have Australian or New Zealand citizenship, permanent residency or hold a visa with no study limitations
- complete a National Police Check and any relevant background checks for working with children or vulnerable people in your home state/territory
- make a student contribution towards the cost of your Crisis Support Workplace Training (CSWT) course.
To find out more, please contact your local Lifeline Centre.
Accreditation
The Crisis Supporter Workforce Training (CSWT) course includes the nationally recognised training skill set known as the CHCSS00113 Crisis Support Skill Set.
This skill set consists of endorsed units of competency and is delivered by a local Lifeline Centre on behalf of Lifeline Australia, registered training organisation provider number 88036.
Upon successfully completing the CHCSS00113 Crisis Support Skill Set, you will receive a nationally recognised Statement of Attainment for the following 3 units of competency, awarded by Lifeline Australia:
- CHCCCS003 Increase the safety of individuals at risk of suicide
- CHCCCS019 Recognise and respond to crisis situations
- CHCCCS028 Provide client-centred support to people in crisis
Location
Time investment
Digital support
What does the role involve?
As a Lifeline crisis supporter, you'll:
- provide one-on-one support to help seekers via computer (laptop or PC)
- listen without judgment and respond with compassion and care
- use the CARE Framework to assess risk and support safety
- commit to regular shifts (typically 4 hours per fortnight)
- participate in reflective practice, supervision, and ongoing learning.
Training
40-50 hours over a 12 week period. This includes approximately 35 hours of self-paced e-learning content (8 weeks) and between 2-4 4 hour placement shifts online.
This period also offers access to online skills practice sessions and learners must attend one 90 minute online group supervision session.
Requirements
To volunteer as a crisis supporter, you will need to:
- be over the age of 18
- be located in Australia throughout the duration of your training period and whilst volunteering on shift (holiday breaks of up to six months are permitted)
- complete a National Police Check and any relevant background checks for working with children or vulnerable people in your home state/territory.
Accreditation
Free – no student contribution required.
Training is not nationally accredited.
Location
Time investment
We ask for a minimum commitment of around 4 hours per fortnight, your time can make a big difference in someone’s life. Every shift you take helps create a space of connection, support, and hope.
Why volunteer with Lifeline?
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1
Make a real impact
You’ll help people in their darkest moments.
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2
Join a national movement
Be part of a community committed to offering support and reducing suicide across Australia.
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3
Build skills for life
Gain valuable training in crisis intervention, communication, and mental health support.
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4
Grow personally and professionally
Volunteers often say they come away with deeper empathy, stronger listening skills, and a better understanding of themselves.
It’s a privilege to be trusted with someone’s pain. I thought I’d be giving my time — but I gained confidence, connection, and purpose.
The skills you need to be a volunteer crisis supporter
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1
Good listening and communication skills
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Empathy, respect, compassion and commitment
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3
Self-awareness and willingness to accept feedback
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4
Computing skills (internet, email, data entry, navigation)
Today, nine Australians will lose their lives to suicide
You can help us change that. By becoming a crisis supporter you can offer hope to people in their darkest moments. The yearly data below can be found in our FY 2024-2025 annual report.
Calls answered
The number of calls to Lifeline in the 2024-2025 financial year.
Safety plans created
The number of safety plans created with Lifeline in the 2025 financial year.
Text and chat conversations
The number of conversations answered through our crisis text and chat support service, in FY 2025.
Volunteers
The number of Lifeline volunteers delivering life-saving support across Australia.
Frequently asked questions
As a crisis supporter, you'll have the opportunity to create a moment of connection that can make a lasting difference. Every interaction is a chance to offer empathy and support for someone navigating a tough time.
Lifeline’s one-off crisis support service means each interaction is focused on being fully present in the moment, providing immediate empathy and deep listening in someone’s time of need. While you may not know what happens next for the person you support, what you offer in that moment is powerful.
You’ll be part of a community that values connection, not just for those who use our service but for you as well. Lifeline provides comprehensive training, ongoing supervision, and regular debriefing to ensure you feel confident, supported, and never alone in the role.
Lifeline offers a non-clinical, human-to-human service for people in distress. As a crisis supporter, you’ll connect with people facing a wide range of challenges and challenging situations from relationship breakdowns, loneliness, and mental health concerns to thoughts of suicide, self-harm, substance use, family and domestic violence, or child safety issues.
You’ll provide a compassionate presence for people experiencing distress, crisis or overwhelming feelings. Our approach is trauma-informed and centred on the needs of the help seeker, creating a space where people feel heard, respected, and supported without judgment.
Some interactions will be difficult. Occasionally, crisis supporters may encounter unwelcome interactions from people misusing the service. These can be confronting, but you’ll never be expected to face them alone. Lifeline is committed to providing strong support systems, including regular debriefing, reflective practice, and supervision so you can feel supported, and connected in your role.
No. Full training is provided to ensure you can offer a high standard of support. What matters most is your ability to be present, listen deeply, and offer non-judgmental support.
Yes, all volunteer roles require a National Police Check conducted by Lifeline and where required, a Working with Children Check for your home state/territory. The cost of the police check is covered by Lifeline and a Working with Children Check for volunteers is free.
We find most people who volunteer with Lifeline as a crisis supporter find it very rewarding, knowing they are creating a connection with those that need it the most. Most of our volunteers contribute to the Lifeline community for many years after completing training. We ask our crisis supporters to commit to a minimum of 4 hours per fortnight.
Many of our volunteers fit shifts around full-time jobs, study, or family life. Evening, overnight, and weekend shifts are available.
Lifeline has 43 centres around Australia in regional, remote and metropolitan areas. You can contact your local Lifeline Centre to find out more about volunteering to be a crisis supporter.
If you would like to volunteer again, please contact your local Lifeline Centre to find out what you need to do. If you have been away from volunteering as a crisis supporter for a long time, you many need to do some training again.
That's completely normal. Our training is designed to build your confidence step by step — and you're never alone. Support is always available.
We're looking for people who are:
- empathetic and open-minded
- emotionally resilient and reflective
- good listeners
- committed to learning and growth
- available for training and ongoing shifts.
If you would like to do your placement with Lifeline, please contact your local Lifeline Centre to find out what you need to do. Doing your placement with Lifeline will depend on the capacity of the Centre to be able to supervise your placement.
If you are going overseas, or maybe you have a stressful time coming up, e.g. university exams or work commitments, it is best to start the training after you have completed those commitments. The training is a continuous commitment, with internship and placements required so you can practice the skills you have learnt.
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About phone support
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