Lifeline H2H will continue to provide vital support

Statement from Lifeline H2H CEO Wendy Carver about COVID-19


Our priority is to ensure the safety and wellbeing of everyone at Lifeline H2H, while maintaining support to people in need during this difficult time. We are constantly reviewing the latest advice and some of Lifeline H2H’s operations will now temporarily change to minimise risk to our volunteers, staff, clients and customers.

Lifeline’s 24/7 telephone line (13 11 14) will continue to operate and all of our services will continue to provide vital support to members of our community, however, some service delivery will be temporarily re-configured to decrease risk to our volunteers, staff and clients.

We have made the following changes:

  • Lifeline H2H’s office staff will be working remotely, with the exception of key roles such as Reception and Management
  • 13 11 14 crisis line will continue to operate, but with some changes to minimise risk to our Telephone Crisis Supporters
  • Existing clients of Financial CounsellingCounselling, Legal Support, Emergency Relief and Gambling Help will be re-scheduled to phone or Skype consultations
  • New clients may be seen in a face-to-face appointment on a case-by-case basis (following strict personal hygiene guidelines)
  • Community Aid and Community Visitors Scheme – nursing home and home visits, accompanied shopping and transport services have been suspended. Every client will be offered the option of support phone calls and Community Aid clients will also be offered the delivery of groceries by our volunteers.
  • Way2Wellness will continue to operate with calls being answered remotely
  • Corporate and Community Training is being considered on a case-by-case basis, and all interstate travel has been postponed
  • Training of new TCSs will continue with social distancing and hygiene rules implemented in group situations, however, we are currently working with Lifeline Australia to look at remote training options
  • Our book depots at Lindfield and Hornsby are closed until further notice
  • Retail stores have implemented new safety precautions, but will remain open at this stage

In addition, the Bobbin Head Cycle Classic and the Thornleigh Book Fair have both been cancelled.

All of the above measures are being implemented to support the health and wellbeing of our people, our clients and our customers in the current environment.

I want to reassure you all that, while there are changes, we are committed to maintaining our high-quality client service levels (including confidentiality) at all times. We are enacting our business continuity plan to ensure we minimise disruption to our vital support services.

Lifeline will always be available to provide crisis support via 13 11 14. Plus, our local support services will continue to operate – so reach out to Lifeline H2H on 9498 8805 during business hours for local support on the North Shore and Northern Suburbs.