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Calls to the national domestic violence helpline have increased by more than 30 percent in the past two months, compared to the same time last year.
Yet the average time callers have to wait to speak to a counsellor has dropped from more than 10 minutes to about 40 seconds.
In December and January, 1800RESPECT counsellors answered 6309 and 6284 calls respectively via phone and an online chat service.
Helpline workers responded to a total of 5289 calls in the final six months of 2015.
1800RESPECT general manager Gabrielle Denning-Cotter said more women in need were having their calls answered, despite significant increases in demand.
Victims of sexual assault, domestic and family violence aren’t the only ones using the service.
About a quarter of calls to 1800RESPECT are made by people seeking information or advice about how to support someone, or concerned about someone affected by violence.
They include family members, friends and frontline workers.
Ms Denning-Cotter credited a new operating model, implemented in August, with improving the helpline’s responsiveness and ability to meet demand.
All calls to 1800RESPECT are answered by qualified and experienced counsellors, who determine the nature and urgency of the call.
The needs of some callers might be satisfied by the first counsellor, while others might need a referral to a specialist trauma counsellor, or another service relevant to their needs and location.
Callers requiring immediate safety assistance will be referred to 000.
“As awareness and demand for the service increases to grow, the new operating model is critical in ensuring women and children get the support they need, when they need it,” Ms Denning-Cotter said.
“We know it is vital to be there for our callers when they need 1800RESPECT.”
The service has answered more than 28,684 calls since the new model was implemented.
“We know the holiday period can be a sensitive time of year for many women experiencing sexual assault, domestic or family violence,” Ms Denning-Cotter said.
Early data indicated young people seeking information about healthy relationships or counselling support were particularly appreciative of 1800RESPECT’s online chat service, which was launched in October.
Demand for Loddon Campaspe Centre Against Sexual Assault’s services was also steadily increasing, chief executive officer Kate Wright said, including referrals from 1800RESPECT.
“Our service has steady demand and always has a wait list,” Ms Wright said.
She said increased community awareness and the conversations occurring in the public space about sexual assault, family and domestic violence was partly driving that demand.
“The fact 1800RESPECT is a national line means people have that embedded in their minds,” Ms Wright said.
If you or someone you know is impacted by sexual assault, domestic or family violence, call 1800RESPECT on 1800 737 732 or visit www.1800respect.org.au. In an emergency, call 000.