Have you ever wondered what happens when you pick up the phone to call, text or chat with Lifeline? We’ve got the inside info straight from the team at Lifeline themselves, breaking down what really plays out when someone reaches out to them via phone call, text or chat.
What is Lifeline?
Lifeline is Australia's largest crisis support service, here to ensure anyone in Australia never has to face their darkest moments alone. They offer confidential one-to-one, short-term support with a trained Lifeline Crisis Supporter for people who are feeling overwhelmed or having difficulty coping.
Who will be on the other end of the phone?
When you contact Lifeline, you'll be connected to a trained Lifeline Crisis Supporter who will be there to listen, without judgment, to whatever you are comfortable sharing.
How Lifeline can help
Lilfeline’s Crisis Supporters listen deeply without judgement and provide a safe space to discuss your needs, worries or concerns. They are there to provide you with the support you need. Depending on your needs, they will work with you to support your safety, and to identify any next steps you want to take, after the call.
How to connect with Lifeline
1. Via phone on 13 11 14
2. Via text on 0477 13 11 14
3. Via online chat through the Lifeline website
All Lifeline services are offered 24/7, right around Australia.
What to expect when you call Lifeline
- If you dial 13 11 14, your call will be answered by the first available Crisis Supporter sitting in one of 41 Lifeline Centres around the nation.
- If you are placed in a queue, please hold – your call will be answered.
- Once you’re on the call, you can talk about what’s on your mind – no matter what it is.
- You don’t have to give any identifying details if you don’t want to.
What to expect when you text Lifeline
- If you text Lifeline on 0477 13 11 14, you will be automatically sent a few straightforward questions. Lifeline ask these questions to help them support you better, however you can opt out, and don’t have to provide any information you don’t want to.
- If you are placed in a queue, please hold – your message will be answered.
- You'll then be connected to a trained Lifeline Crisis Supporter, who will respond to you. You can discuss anything that's on your mind - no matter what it is, they are there to listen.
What to expect when you start an online chat with Lifeline
- If you click the ‘chat’ icon in the bottom right of the screen at lifeline.org.au/crisis-chat you will first be shown a few straightforward questions. Lifeline asks these questions to help us support you better, however only your state is required - you can leave the others blank and remain anonymous if you choose.
- If you are placed in a queue, please hold – your message will be answered.
- You'll then be connected to a trained Lifeline Crisis Supporter, who will respond to you. You can discuss anything that's on your mind - no matter what it is, they are there to listen.
"I dialed 13 11 14...A lovely woman picked up, I said 'I don't really know why I called', and she said 'That's alright Ben, that's normally how the conversation begins'...That woman, God bless her, whoever she is, set into course a chain of events that ended up saving my life. That's why I'm here today."- Ben
If you’re struggling to hold on to hope, or are feeling overwhelmed, please remember, Lifeline is there for you, day or night. Call Lifeline on 13 11 14. Text Lifeline on 0477 13 11 14. Reach out via online chat through the Lifeline website.
Check out our Stories section to read more mental health-related articles.
