Who calls Lifeline?

Calls to Lifeline's 24-hour 13 11 14 Crisis Counselling Line come from all over Australia about every possible situation, at any time of the day or night.

Callers are from all walks of life and call Lifeline when they have no one else to turn to or need a neutral ear. Some calls are about life-threatening or life-changing situations and others just need a supportive ear to listen to their story. Some callers are traumatised, some are sad and many are lonely.

Callers are given the respect they deserve and the appropriate time to share their story.

Dedicated Lifeline volunteer Telephone Counsellors answer 1,200 calls from around Australia every day. For some people, this conversation is literally life-saving.

What is a Crisis Support Worker?

A Crisis Support Worker is a trained volunteer who gives their time to answer calls on the Lifeline Crisis Line (13 11 14). Volunteers are highly valued and many stay on for years after completing their initial commitment.

How do I become a Crisis Support Worker?

After you complete your year-long commitment, having fulfilled certain requirements, you will be a Lifeline accredited Crisis Support Worker. You will also receive a Statement of Attainment for 4 units of competency in Cert IV in Telephone Counselling and will also receive an ASIST (suicide intervention training) certificate. Many universities recommend this course to their Community Service students and may offer Recognition of Prior Learning (RPL) in exchange.

How will I know what to say?

Don’t worry - if you wish to become a volunteer counsellor, you are trained over 14 weeks, including time listening to accredited telephone counsellors on the phone. You will practice scenarios, build your skills and will learn about a wide range of issues, including communication skills, cycle of grief, suicide, and domestic violence.

All students leave the course brimming with new knowledge, skills and self-confidence. You will only go on the phone if you and your supervisor both feel you are ready.

Telephone counsellors have access to experienced supervisors at any time of day or night for debriefing or support. Further monthly training on a wide range of topics is available, and we have fun at social events planned throughout the year.

Joining and fees

Due to the high cost of training volunteers, there is a fee attached to the course. This fee represents only a small percentage of the actual cost of training. For an application kit or fee schedule contact your local Lifeline Centre.

Courses are run twice a year in each of our Lifeline Centres across Queensland including Brisbane, Coral Coast Capricorn, Fraser District, Far North Queenland, Gold Coast, Mackay-Whitsunday, North Queensland, Sunshine Coast - and they often have maximum capacities.

Disclosure

A wide range of personal and emotional issues may be shared by participants during the training process and our policy is strict confidentiality - what is shared in the group, stays in the group.

Complaints

If you have a complaint about our service, you have a right to have your complaints investigated fairly. Our complaints process is outlined publicly in each of our reception areas. Please feel free to take a comment card and either mail it in or contact the Lifeline Centre's local General Manager. We take all comments and complaints seriously.