Lifeline crisis service hits record demand with over 3300 calls a day

Record numbers of daily are being made to the Lifeline crisis service as many people face Christmas alone due to the latest Covid outbreak.

The Lifeline crisis line is experiencing its highest demand in the history of the organisation.

The last 24 hours has seen a surge in calls as Covid numbers continue to increase and more people are forced to self-isolate in the lead-up to Christmas.

Lifeline Hunter Central Coast has put on 35 new local support workers to keep up with the demand. This takes the number of Central Coast/Hunter “crisis supporters” to 134.

Senior crisis support team leader and trainer Jen Hillis said, nationally, calls to Lifeline are back up over 3300 a day in the past 24 hours.

“Calls to 13 11 14 are up 25 per cent and we are expecting that to continue through the Christmas period, which can be a difficult time for many,” Ms Hillis said.

Lifeline has seen record call numbers. Picture: Supplied

“The 33 busiest days in Lifeline’s 58-year history were all in August and September and we are expecting a record number of calls this festive season.”

It comes as increasing Covid numbers cause much concern leading into Christmas, with 660 new cases from the Hunter New England Local Health District and 77 new cases across the coast to 8pm Sunday night.

Ms Hillis said people, including callers from the Central Coast and Hunter regions, were anxious about Covid and its impact on their businesses, work, holidays and Christmas plans.

“Some people are now facing the prospect of Christmas in isolation or away from family,” Ms Hillis said.

“We are expecting increasing numbers of calls for help over Christmas which is already a busy time for our crisis supporters. But we are here for everyone – please do not suffer in silence.”

Lifeline Hunter Central Coast has put on 35 new “supporters”.

Ms Hillis said many people who experience mental ill health continue to be misunderstood. “Many people have and continue to struggle with problems such as relationship break downs, the impacts of COVID-19 and being isolated from family and friends,” she said.

“Lifeline is there for people 24/7- to listen without judgment, acknowledge their pain, and offer hope.”

Terrigal’s Jeff Ryan, from Terrigal, is one of the newly recruited crisis supporters.

The 57-year-old said he felt compelled to help when he heard of the record numbers of people calling Lifeline for help.

Mr Ryan, a keen retired surfer, was involved in the establishment and running of a not for profit aid organisation that harnessed the surfing community to help with humanitarian and disaster relief projects.

“I stepped back from the organisation and took a year off to surf and play golf, but helping others is in my DNA,” Mr Ryan said.

He has completed his training and is now starting to do weekly 4.5 hour Lifeline shifts.

“It is challenging but I am really enjoying it – it gives me purpose,” he said.

“The training from Lifeline has actually changed the way I communicate with others away from the Lifeline phones. As crisis supporters our role is to listen rather than jump to solving problems – and that actually helps people.”

“When friends and colleagues are sharing issues with me now, I find myself asking them – ‘how is that for you?’”

Mr Ryan lost a good friend to suicide 18 years ago and every year he and other mates get together for a weekend to celebrate his friend’s life and have had special hats and T-shirts made for the annual occasion.

“I now wear the hat during my Lifeline shifts as a tribute to my friend,” he said.

“But taking the hat off is also part of my debriefing process after each shift.”

While crisis supporters are largely volunteers, it costs Lifeline $3,500 to train and support each person.

Mr Ryan wears a hat to remember a mate.

“Being a Lifeline crisis supporter is an incredibly rewarding but also challenging role,” Ms Hillis said.

“We provide extensive training and ongoing supervision and debriefing for crisis supporters.”

Lifeline centres have seen a fall in revenue to operate their part of the 13 11 14 service, with the retail shops and fundraising events impacted by Covid.

Lifeline Hunter Central Coast has launched a Shine a Light on Mental Health this Christmas fundraising campaign. People can support the lifesaving work of Lifeline Hunter Central Coast by making a donation via https://shine-a-light.raisely.com/ or through its local websites www.lifelinehunter.org.au or www.lifelinedirect.org.au/centralcoast.

Ms Hillis said with each call to 13 11 14 costing around $39, any contribution people can spare will make a difference to someone in the community who is in crisis.

The Newcastle and Wyoming centres are two of 40 nationally that are staffed by 4000 crisis supporters. Lifeline answers a call for help every 30 seconds and expects to respond to more than one million requests for support this year.