The Central Victoria and Mallee centre answered 12 per cent fewer calls in the past financial year than the one prior, despite a growing need for the national charity’s services. 

“At a time when we are encouraging more people to reach out for help when they are in crisis, we are less able to take their calls because we have fewer volunteers,” centre chief executive officer Leo Schultz said.

Australia recorded its highest suicide rate in more than a decade in 2015, and exceeded 3000 deaths for the first time. 

Suicide was the leading cause of death among people aged 15 – 44 years.

“I would like anyone who has ever considered volunteering for Lifeline to consider that this is the time when we most need your help,” Mr Schultz said.

Though based in Bendigo, the centre answers calls from throughout Australia. 

Lifeline Central Victoria and Mallee is the most cost efficient and efficient 13 11 14 service in Australia.

“In the 2017 financial year that’s just finished, we answered 14,500 calls per year,” Mr Schultz said. 

From a peak of 100 volunteers, two years ago, the centre is left with about 50 answering the phones. 

“It’s very much a factor of how many we can support with the resources we have,” Mr Schultz said. 

He said 100 volunteers was too many for the centre to realistically support, so it decided not to run one of its twice-yearly training groups.

“But our numbers have continued to drop since then,” Mr Schultz said. 

The centre has the resources to support between 60 and 70 volunteers.

“Each volunteer needs to be supported by a centre supervisor and in-shift support supervisors,” Mr Schultz said. 

He said the issue of dropping call answer rates was affecting Lifeline centres nationwide. 

“Nationally, Lifeline answered about 40,000 fewer calls in 2017 financial year compared to the previous financial year,” Mr Schultz said. 

Lifeline achieved a record call answer rate of 86 per cent in 2016.

Without a boost in volunteer numbers, Mr Schultz said the national organisation would struggle to maintain or increase that rate.

“We’re doing a lot of work in encouraging people to ring Lifeline, so it’s a time when we need more people on the phones in order to meet that increased demand,” he said. 

Volunteer numbers also affect the amount of time callers have to wait before speaking to a telephone crisis supporter.

“People can wait up to 15 – 20 minutes and recognising that sometimes they’re people who have got thoughts of suicide, it’s a very dangerous situation for people to be in,” Mr Schultz said. 

“The more volunteers we have, the less time that people who are in real crisis have to spend waiting on the phone for their call to be answered.”

Lifeline Central Victoria and Mallee has arranged an information night for prospective volunteers, with support from La Trobe University and the City of Greater Bendigo.

The session starts at 6pm on Tuesday, August 1, at the La Trobe University Visual Arts Centre at 121 View Street, Bendigo.

Mr Schultz invited people to contact enquiries@lifelinecvm.org.au or call 5443 1330 or SMS 0427 417 935 to confirm their attendance.

He said people in need of support should call Lifeline’s 24-hour crisis support line on 13 11 14. 

Other sources of help include the Suicide Prevention and Support Group, on 1300 133 911.