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Implementation of a Pilot SMS-Based Crisis Support Service in Australia.

Dave Fildes1, Kathryn Williams1, Sally Bradford2

  • 1Australian Health Services Research Institute, University of Wollongong, NSW, Australia.

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Summary

Lifeline Text, Australia's first SMS crisis support, required staff to adapt telephone skills for text-based services. High demand and client suicidality necessitate specialized training for quality crisis care.

Keywords:
crisis support serviceformative evaluationimplementation scienceservice deliverysuicide prevention

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Area of Science:

  • Mental Health
  • Crisis Intervention
  • Digital Health

Background:

  • Lifeline Australia launched the nation's first SMS crisis support service in July 2018.
  • A 240-day independent evaluation assessed the pilot program's effectiveness and operational aspects.

Purpose of the Study:

  • To explore the experiences of staff involved in the Lifeline Text pilot program.
  • To identify essential skills and support mechanisms for delivering high-quality SMS crisis support.

Main Methods:

  • Qualitative data analysis using a modified framework approach.
  • Conducted 22 interviews with 14 crisis supporters and supervisors across two time points (September 2018 and March 2019).

Main Results:

  • Translating telephone crisis skills to the SMS platform presented initial challenges for staff.
  • High levels of client suicidality and fluctuating service demand intensified operational difficulties.
  • The service demonstrated a novel approach to crisis support delivery in Australia.

Conclusions:

  • Lifeline Text provides a crucial and innovative crisis support service via SMS.
  • Sustaining service quality during peak demand, especially with suicidal clients, demands specialized training and advanced skills.