Every 30 seconds, an Australian in crisis calls Lifeline. On the other end of the line is a trained Volunteer Crisis Supporter - someone offering connection, hope and, in some cases, saving a life. These frontline workers respond to people in distress, those thinking about suicide, or experiencing issues such as domestic violence, gambling addiction, grief and loss.

But the very nature of this role means Crisis Supporters are often exposed to highly distressing conversations. Their wellbeing is vital to sustaining this crucial service. With support from Port Waratah, Lifeline was able to deliver its Psychological Safety for Volunteer Crisis Supporters Programme to 12 local volunteers. Together, each year, these volunteers collectively have the potential to answer more than 3,300 calls to the 13 11 14 line.

As part of the programme, each volunteer received 30 hours of dedicated support, including call coaching, group supervision and professional development sessions. Topics ranged from “Suicide in Care” and “Domestic and Family Violence” to “Loneliness on the Crisis Line” and “Disasters and Mental Health.”

The benefits are twofold: volunteers feel more supported and capable in their roles, while community members in crisis have a stronger, more responsive service to turn to.

In the Hunter Region alone, Lifeline receives around 30,750 calls per year. Tragically, 10 to 15% of calls to 13 11 14 currently go unanswered due to a lack of trained volunteers. With more than 3,000 Australians taking their own lives each year — and many more deeply impacted – the need for a robust crisis support service has never been greater.

“Thanks to Port Waratah, we’ve been able to provide ongoing support and development opportunities to our existing Crisis Supporters,” said Lifeline’s Head of Corporate & Community, Michael Parker.

“This investment ensures our volunteers feel safe, skilled and supported, which means more people in our community can access help when they need it most.”

The rising cost of living, natural disasters and a growing domestic and family violence crisis have only increased demand for Lifeline’s services. Programmes like Psychological Safety for Volunteer Crisis Supporters ensure that every call answered can bring hope and connection to someone in their darkest moment. Port Waratah is proud to play a small part in supporting Lifeline’s volunteers to keep doing what they do best: being there for someone when it matters most.