Lifeline's Telephone Crisis Support Service provides 24-hour, confidential support 7 days a week for anyone who is in crisis, or is caring for someone in crisis.
People from all sorts of backgrounds phone us when they need someone to listen – we're there any time of the day or night, when they have nowhere else to turn.
Thanks to Lifeline, and our crisis supporters, no-one need face their darkest moments alone.
Volunteer Lifeline Telephone Crisis Supporters are given specific training before undertaking a four-hour shift once a fortnight at our telephone centre at Gordon. They listen to a caller’s situation, provide immediate support, help to clarify options, make safety plans if needed, and provide referral information for other services in the caller's local area if appropriate.
Are you a good listener?
This is a very special job, so we're looking for people who are:
No previous experience is required
All training is provided, but you do need to:
Be there when someone needs you
When you decide to become a crisis supporter, you join a team of like-minded people who share in the common goal of wanting to help those who are struggling and in need of support.
You will grow as a person, and develop new skills and strengths, which many find helpful in their daily life as well as in their role at Lifeline.
You will be part of a friendly, supportive environment, where many volunteers make lifelong friendships. And, you will be giving back to your community and making a difference to those in crisis.
'I was feeling seriously suicidal and a Lifeline person
talked me down; it really worked. Thank you for saving my life.'
Stage 1: Three-month training course
Based on adult learning principles and experiential learning, this training course is delivered by Lifeline Harbour to Hawkesbury Sydney on behalf of Lifeline Australia.
The course consists of 11 consecutive group training sessions one evening per week for three hours from 6.30pm, and group training involves presentations, role plays and large and small group exercises.
In preparation for each week’s session, you will need to complete one to three hours of e-learning before the session.
Stage 2: Supervised and supported shifts
Training includes a minimum of four fully supervised and supported volunteer shifts of four hours on the phone within a period of two months.
This gives volunteers a chance to practise new skills and gain constructive feedback from an experienced mentor.
Successful completion of this stage leads to an invitation to Stage 3.
Stage 3: Independent shifts
The final stage of the training consists of independent volunteer shifts of four hours per fortnight on the phones in our phone room at Lifeline in Gordon.
You will be supported in your shift at all times by an In-Shift Supervisor. Volunteers can choose from the following shifts:
Lifeline organises regular group supervision and support sessions and provides ongoing professional development opportunities.
Gain nationally accredited skills
To ensure you are confident, skilled and able to support callers in their time of crisis, you must complete Lifeline Australia's nationally recognised training program.
On successful completion of your training, you'll receive a Statement of Attainment for the qualification CHC5500113 Crisis Support Skill Set in three Telephone Counselling Units of Competency:
What you need to know
Find out more about the training and courses you will undertake to become a volunteer Telephone Crisis Supporter.
'The training was fantastic! It has changed my life.
I’ve learned new skills I can use both with our callers and
in everyday situations, and I look forward to my fortnightly shift
knowing I can make a difference to someone in crisis.'
If you have any questions, please call our Telephone Crisis Support Training Team on 9498 8805
Or email: training@lifelineh2h.org.au
