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While it might seem extreme, it’s a scenario that is played out more than half a million times each year by Lifeline telephone counsellors across Australia. Dedicated volunteers like Chris* and Meredith* are joined by 4000 other trained counsellors and together they ensure the phones are manned 24 hours a day to take the new call that is placed to Lifeline every minute of every day.
Volunteers undertake a day of training per week for three months before becoming a counsellor and in return are asked to work three or four shifts per month and if possible, to stay with Lifeline for two years. Chris, a 45-year-old former manager, is training to register as a phsychologist. For him, volunteering at Lifeline, which is highly regarded in the community and by mental health professionals, was an obvious way to gain experience and skills. “One of the things Lifeline is really well renowned for is for teaching counselling skills and giving you practical counselling experience. I kicked off with them from a professional perspective to get experience in these areas but 12 months on and I am finding it really rewarding and challenging in so many other ways.” “You read about the work Lifeline does in the paper and hear about it in all sorts of places but you can’t imagine the benefits people get from it until you are actually part of it. Often after a really tough call I sit and reflect about where people would go and where would they get support if it was not for the work we do.” “The culture of Lifeline having ties with the church is nothing you feel that is in your face; where I guess it really shows is hearing about people who come in to get some initial experience in counselling then they end up staying for a longer than they are asked to as part of the training agreement. For me that really shows how the values of Lifeline line up with your own values. “It’s not an impost, you just end up feeling that you want to stay around and continue to volunteer. While I personally started with a very professional interest, it’s evolved into much more than that now – you really don’t know where it is going to lead you.” Lifeline volunteers come from all walks of life and thy range from their early 20s to late 60s and even early 70s. While also a psychologist and former counsellor, 50 year old Meredith volunteered at Lifeline almost two years ago for very different reasons. “I stopped working a few years ago when my family went overseas and when we came home but I just wanted to use the skills and experiences I had and to develop them a bit more. I felt very fortunate in the opportunities I have had in my life and I wanted to give something back.” “For me it has become a very important part of my life and who I am. On the first day I was nervous and really wondered if I was doing the right thing. Now after two years I’ve got to a point where it’s something I really can’t wait to do and I’m eager to get to the office. “It’s that feeling that you are being involved. It is very challenging; you learn new things and new skills every time you come in for a shift.” “It’s a little different because we are trained as counsellors. The role you play when someone calls in is so vitally important to them at that particular point in time. People are often at a real low point, at their most vulnerable and then here they are putting their trust in you to help them through that. It’s an incredible privilege.” “By and large we keep quiet about what we do. Anonymity is important for counsellors and for the people we talk to. We don’t want to have a situation where someone you have met knows what you do, and may then be in a situation where they might need to call but they are reluctant to because they know you work there. “So in that sense, there is no kudos outside of sharing what you do with family and very close friends, but that is fine, because the real satisfaction comes on a very personal level when you have been able to help someone on a call.”
*Chris' and Meredith’s surnames have been omitted from this piece to ensure they remain anonymous to potential callers. This is to ensure callers are not put off ringing because they feel their call may be answered by someone they know. While Lifeline receives many accolades from politicians and civic leaders, the nature of the job means most counsellors often never receive such praise or public recognition.
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