Since the early days of helplines and digital services, the issue of ‘frequent callers’ has been positioned as a “problem to solve” - which is not in keeping with a person-centred, trauma-informed approach. Challenging this discourse is an important shift that could improve the way the sector responds to the risks of suicide and the support offered to individuals facing complex, high-risk issues.
Firstly, representatives from QLife, ReachOut, and Lifeline will discuss the service improvements that they have implemented to shift the problem away from service users and onto how services can respond while maintaining relevant boundaries. The panel will share their transformative journeys away from the goal of reducing the frequency of contact to evolving their service models to better meet the needs of service users. Attendees will hear insights from three perspectives regarding partnering with service users with lived and living experiences of suicidal ideation, workforce capabilities, and models of care. This discussion will highlight potential shortcomings in our existing service systems and the limitations within helpline service design and delivery.
Secondly, the panelists will then shed light on the ongoing evaluation processes within their services. Noting that published evidence in this field is limited but emerging, the panel highlight their contribution to the evidence base by assessing the effectiveness of these evolving service models that better meet community needs. This interactive discussion aims to challenge existing paradigms, foster a deeper understanding of the complexities surrounding the full spectrum of service users, and highlight the innovative steps being taken within mental health and suicide prevention services to create more responsive and empathetic support structures for those in need.