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14 | 15
Annual Report
Help is available. No one needs to face their problems alone. 13 11 14 |
Lifeline WA has expertise in suicide prevention, crisis
support, mental health and emotional wellbeing.
Lifeline WA believes that most suicides are preventable and that by connecting
people with care which helps them through a period of emotional crisis,
vulnerable people can be kept safe. Through its service models, Lifeline
WA provides counselling, crisis interventions, group programmes, self-care
resources, personal support, education and awareness raising programmes,
information and referral services.
The Lifeline Journey
• Lifeline Australia was founded by
Dr. Rev Sir Alan Walker to provide
24 hour telephone counselling and
crisis ministry.
• Lifeline telephone counselling subcentres opened at St John of God
Hospital Murdoch and Subiaco.
• 13 11 14 became a nationally
networked service.
• First Lifeline Centre was opened in
Sydney, NSW.
• Graham Mabury established The
Living Stone Foundation in WA
to provide assistance and crisis
• “Nightline” off-air telephone support
commenced on local radio station,
• The Living Stone Foundation was
• The Living Stone Foundation
Inc joined the national Lifeline
telephone crisis support network and
commenced trading as Lifeline WA
from Perth.
• Lone Fathers family support service
joined Lifeline WA.
• Resource warehouses and shops
become a part of Lifeline WA’s
• Lifeline Australia established the
13 11 14 telephone crisis support
• Lifeline Treasures op shop started
trading in Kelmscott.
• Lifeline Peel telephone counselling
sub-centre commenced operation.
• Lifeline WA launched a new 5 year
Strategic Plan focusing on suicide
prevention, crisis support and
emotional wellbeing.
• Lifeline WA hosted the inaugural
Black Diamond Ball.
• Lifeline WA received a one-off
$250,000 grant from the State
Government to help improve service
• Lifeline WA announced a partnership
with the Australian Institute of
Management WA to develop a suite
of education courses entitled the
Mental Wealth Series.
• Lifeline WA, in conjunction with the
Department for Corrective Services,
developed and delivered an in-prisons
suicide prevention refresher course.
• Lifeline WA, launched a new
initiative, Bean Talkin’, a mobile
coffee van which raises awareness
of the importance of mental
wellbeing through a non-confronting
and easy-to-access medium.
• Lifeline Peel was decommissioned
in line with the new national strategy
to build the capacity and capability of
telephone crisis support services.
• Lifeline Australia introduced a new
telephony system for 13 11 14.
• Lifeline WA launched Lights for
Lifeline, a new fundraising initiative
with a strong message: to shine a
light on suicide prevention, mental
health issues and the need for more
crisis support services.
• Lifeline WA expanded and increased
its Online Crisis Support Chat
service offering to seven days a
week from 10:00pm till 2:30am WST.
• Lifeline Australia launched Online
Crisis Support Chat; Lifeline WA
launched its Online Crisis Chat
service from Perth in conjunction
with iiNet.
• Lifeline WA relocated to new
premises, with a purpose-built
internal fit out.
• Lifeline WA, in partnership with the
Federal Government, introduced a
Financial Counselling service.
• Lifeline WA was responsible for
care being delivered on more than
122,500 occasions.*
• Lifeline marked the 50th anniversary
of delivering services to Australians
in their times of need.
• Lifeline WA, in conjunction with
Raw Hire, commissioned groundbreaking research through Edith
Cowan University’s The Sellenger
Centre into the mental health and
emotional wellbeing of FIFO and
DIDO workers.
*calls from WA answered by
13 11 14, online crisis chat, people
educated by Lifeline WA, counselling
clients, website access to resources,
attendees at awareness and revenue
raising events.
Table of
Message from the Patron.......................... pg 1
Stewardship Report................................... pg 2
You Can Help Lifeline WA.......................... pg 4
About Lifeline WA...................................... pg 5
The Lifeline WA Board............................... pg 6
Treasurer’s Report..................................... pg 8
Income and Expenditure 14/15................. pg 9
Financial Reports 14/15.......................... pg 10
Report Card 14/15................................... pg 26
Lifeline Experiences................................ pg 28
Honour Roll............................................. pg 29
Section 1
Message from
the Patron
Her Excellency the Honourable Kerry Sanderson AO
Governor of Western Australiaeport 2014 – 2015
It is a pleasure and an honour to have
been the Patron of Lifeline WA since
20 October 2014.
Congratulations to Lifeline WA on its
Annual Report for 2014/2015 and its
outstanding achievements during this
In those twelve months, more than
120,000 Australians used the services
of Lifeline WA. The free nationallyrouted 13 11 14 telephone crisis
support service (which is operated 24
hours a day, 7 days a week) is often
the first point of contact for people
in distress who seek help. In 2014,
Lifeline WA extended its Online Crisis
Support Chat service and is now
available to anyone in Australia seven
days a week from 5pm – 2am (WST).
The support line is complemented
by the family counselling program,
which provides face-to-face, individual
and group counselling for those at
risk of suicide or those suffering
the anguish of losing someone
by suicide. In partnership with the
Federal Government, Lifeline WA
also announced a new Financial
Counselling service. This service aims
to support individuals and families in
navigating financial crises and building
financial wellbeing, capability and
resilience. Lifeline WA also facilitates
Suicide Crisis Response forums at
schools, workplaces, sporting clubs
and local councils.
In addition, Lifeline WA seeks to
raise public awareness about the
alarming incidence of suicide in our
community. An advocacy programme
(including close working relationships
with key media outlets) and a
community education and awareness
programme, are twin pillars enabling
open discussion of mental illness and
suicide risk, so people can recognise
problems and warning signs, and
take measures to address them.
Lifeline WA’s volunteer corps has
over 130 accredited volunteers
who staff the telephone crisis
support and online crisis chat
service. Each volunteer completes
several months of education in
Telephone Crisis Counselling,
followed by one probationary year
before accreditation. Volunteers
also contribute to every other part
of the Lifeline activities, including
fundraising, and administration. They
are the lifeblood of Lifeline WA, and I
cannot praise them highly enough for
all that they do.
Thanks for their vital and continuing
support are due to the WA Mental
Health Commission and the
Department of Local Government
and Communities, and the Western
Australian public and the corporate
sector. Their generosity, financial
support, sponsorship and voluntary
work are essential to Lifeline
achieving its objective of creating a
community free of suicide.
Section 2
On behalf of the Board
and Staff of Lifeline WA,
the Chair and CEO are
pleased to report on the
activity undertaken and
the outcomes achieved
in the past financial year.
2015 marked the 21st year of Lifeline
being present and active within
Western Australia. In 1994, the Living
Stone Foundation joined the national
Lifeline network and began trading as
Lifeline WA. Twenty-one years on,
2014/15 saw the continued growth and
evolution of the Lifeline WA services
in direct response to the growth and
evolution of community need. It was
both a busy and productive year,
including the further growth of Online
Crisis Support Chat, the release of
a revitalised Mental Wealth Series
in partnership with the Australian
Institute of Management WA and the
preparation for the launch of a new
financial counselling service.
Continued demand for the
WA 13 11 14 Telephone
Crisis Support service.
Lifeline WA’s call answer rate grew
significantly during the 2014/15
financial year, answering 30,217
calls to the nationally-routed
13 11 14 Telephone Crisis Support
line, up more than 15 per cent on the
previous year. However, 55,548 calls
were made from WA to Lifeline’s 13
11 14 national line during the same
period, indicating that Lifeline WA
only had the capacity to respond
to the equivalent of 55 per cent of
that call volume. Contracted by
the Mental Health Commission for
three years to 30 June 2016, the
13 11 14 Telephone Crisis Support
service from WA has a greater level
of stability, structure and safety,
enabling it to continue
to improve the call answer rate
every year.
Continuing growth of Online
Crisis Support Chat, a
natural complement to
13 11 14.
In December 2012, Lifeline WA
launched the Perth-based Online
Crisis Support Chat service, with
the dedicated sponsorship of iiNet.
Part of the Lifeline Australia service,
the Perth-based service acts as a
natural complement to the 13 11 14
Telephone Crisis Support service.
In the 2014/15 year, Lifeline WA
expanded the service, which now
operates from 10pm to 2.30am WST,
with five staff on shift every night,
responding to about 1,400 chats
each month.
Recruitment, accreditation
and deployment of Telephone
Crisis Support volunteers.
During the year fifty Telephone Crisis
Support volunteers were recruited,
accredited and deployed to the
13 11 14 Telephone Crisis Support
line during the year. Coupled with
improvements to the telephony
system and rostering schedules, this
resulted in Lifeline WA being able to
grow its high call answer rate during
the 2014/15 financial year. The
continued financial support of the
WA State Government through the
Mental Health Commission has been
at the crux of this achievement,
enabling a professional level of
recruitment, education, supervision
and overall management of the
volunteer corps.
Increased community
engagement activities.
papers, including at the national
Suicide Prevention Australia
conference in July 2014.
The 2014/2015 financial year
saw further growth in the number
of community engagement and
education activities. The Bean Talkin’
coffee van reached 62,000 people
during attendance at 39 events
and 1,892 people were educated
through Lifeline WA programmes.
Lifeline WA’s Out of the Shadows
Walk also attracted a record number
of participants, with more than 300
people attending the dawn walk in
Kings Park on 5th September 2014.
An increase in corporate
partnerships and community
fundraising initiatives.
Effective evidence-based
research and advocacy
to raise awareness of
the cause.
Underpinning the year’s activities
was the continued focus on effective
advocacy strategies to raise
awareness of the risk of suicide
and the vital work of Lifeline WA
in the prevention of suicide. Also
of note is the strong and effective
relationships Lifeline WA continues
to develop with the media, further
enhancing their leadership role in
engaging, influencing and educating
the community at large.
Lifeline WA has leveraged the
ground-breaking research into
FIFO worker emotional wellbeing
which Lifeline WA launched in
July 2013, through its contribution
to the WA Parliamentary Inquiry
into FIFO worker mental health.
Lifeline WA also played an active
role in furthering the knowledge
base of suicide prevention through
the delivery of various conference
Consistent with the increase in
community curiosity and people’s
willingness to discuss suicide and
its impact, more individuals and
groups came forward seeking
engagement with the Lifeline WA
cause. More corporate organisations
also joined forces with Lifeline WA
to make a positive difference in
their communities, demonstrating
the strengthening of the Lifeline WA
reputation in WA.
The Black Diamond Gala Dinner
once again reached new heights,
raising a record amount for 2014/15.
Many corporate and community
organisations supported the event to
make it such a successful evening.
Special thanks go to Rohan
Jewellery Leederville and Known
Associate Events, both of which
have both supported the event since
its inception.
In November 2014, Lifeline WA
launched the inaugural Lights
for Lifeline campaign – a way for
companies, organisations and
individuals alike to shine a light on
suicide prevention during the festive
season, while also raising muchneeded funds for the cause. With
ambassador Rove McManus and
a lead partnership with the City of
Perth, the Lights campaign garnered
much attention based on evidence
that the festive season is the busiest
time of the year for the Lifeline WA
crisis support services.
Brett Goodridge
Fiona Kalaf
Section 3
You can help Lifeline WA
There are a number of ways
you can help Lifeline WA.
• Become a corporate partner: add
value to your brand, improve the
wellbeing of your organisation,
become an employer of choice
in your industry and invest in the
wellbeing of your community
• Through your business:
1. Introduce and offer your
employees a Lifeline WA
workplace giving programme
2. Encourage employees to
volunteer for Lifeline WA events
by offering them as paid working
3. Offer pro bono work to Lifeline
WA within your skilled area
4. Make a one time or a monthly
direct debit donation
• Become an accredited Telephone
Crisis Support Volunteer
• Operate the Bean Talkin’ coffee van
• Assist with fundraising events and
profile raising activities
• Work within the Lifeline WA office
Every investment made in Lifeline
WA is thoughtfully used to further
its mission of preventing suicide,
supporting people in crisis and
creating opportunities for emotional
For more information on:
• Events, Donations and Marketing
• Suicide Prevention Education &
• Information and Resources
• Corporate and Community
Education Programmes
• Volunteering
Lifeline WA Office
Suite 44a, 7 Aberdeen Street, Perth
GPO Box K765, Perth WA 6842
T: (08) 9261 4444
F: (08) 9421 1247
Email: [email protected]
• Make a tax deductible donation
• Gift your expertise and professional
• Add a bequest to Lifeline WA in
your will
Section 4
About Lifeline WA
Our Vision
Creating communities free of
Our Mission
To prevent suicide, support people
in crisis and create opportunities
for emotional wellbeing
Our Corporate Goals
To continually seek opportunities to
enhance, expand and develop Lifeline
WA’s service offering to meet changing
community needs
To focus service development in the
areas of schools, corporates, ATSI and
regional areas
To build lasting, compelling
relationships and partnerships that
improve our ability to act
To influence government, corporate
and community awareness and
understanding of suicide prevention
To operate sustainability to sectorspecific standards of best practice
To further develop a brand relied upon
for its quality services and trusted by
its funding partners and communities
To attract, develop and retain people
with the capability to meet current and
emerging community needs
To enhance leadership capability
throughout the organisation through
focused development on key needs
Values: Compassion,
Our Service
Delivery Promises
Lifeline WA undertakes
services that are:
Meaningful: relevant to the
current and emerging needs of our
community Sustainable: secure in their funding
Accessible: visible and available to
vulnerable people when they need
them most
Aligned: consistent with the direction
of Lifeline Australia
Leading: proactive in addressing
issues that heighten individual and
community risk
Best Practice: grounded in researchbased evidence and best practice
Accountable: able to demonstrate
effectiveness and social value
Active listening: alert and responsive
to the voice of the consumer and carer
Our Business Model
People and Culture: At the heart of
Lifeline WA’s reason for being is its
life affirming culture and its people:
clients, carers, volunteers, staff,
collaborators and the community
at large.
Operational Excellence: To ensure
the quality, accountability and
sustainability of our services, the
work of our people is underpinned by
effective systems and processes and
a sound revenue raising strategy.
Relationship, Partnerships and
Advocacy: Collaborations with other
people and organisations strengthens
our ability to act and to increase
awareness of suicide prevention and
mental health issues.
Community Wellbeing: The sum
of all of the above parts, combined
with evidence-based service models,
enables Lifeline WA to keep the
community safe and well.
Section 5
The Board of Lifeline WA
performs the essential
governance functions of
oversight, insight and
Lifeline WA has been deliberate
in recruiting Board members who
have complementary backgrounds
and skills that are aligned to the
organisation’s strategic objectives.
Individually and collectively, the
Board members strive to use
their experience of business and
community life to add value to the
organisation as well as effectively
monitor its operations. Activity of
the Board includes establishing the
organisation’s strategic direction,
reviewing and approving business
plans and budgets, overseeing
compliance and performing
management systems, analysing
results and exploring opportunities
for improving outcomes, looking
at the evolving landscape and
anticipating the future community and
organisational needs.
Brett Goodridge, Chair
Kate Chaney, Deputy Chair
Appointed to Lifeline WA Board
February 2010
Appointed Deputy Chair May 2010
Appointed to Lifeline National Board
November 2010
Appointed Chair March 2013
Appointed to Lifeline WA Board
January 2011
Brett is a director of GOODRIDGE
STRATEGIC, a management
consultancy business specialising
in the professional services sector.
Brett has held CEO and Chair roles
with some of Australia’s leading law
firms, including Mallesons KingWood,
Clayton Utz, Allion Legal and Thomson
Lawyers. Brett was also Managing
Director and Chair of one of Western
Australia’s leading finance, accounting
and financial planning groups.
Brett has a background in financial
services and investment banking,
holding senior management roles in
both the private and public sectors.
Brett is a member of the Board
of Lifeline Australia, and is a long
standing member of the Australian
Institute of Company Directors.
With a Masters of Business
Administration from the Australian
Graduate School of Management
and a Bachelor of Laws from The
University of Western Australia, Kate
brings a strong background in strategy
development and implementation to
the Lifeline WA Board.
Currently the Sustainability Manager
at Wesfarmers Limited, Kate has also
worked as Aboriginal Affairs Manager
and General Manager Emerging
Ventures at Wesfarmers Limited, as
a Strategy Consultant at the Boston
Consulting Group and a Corporate
Lawyer with Blake Dawson Waldron
(now Ashurst). She currently also
sits on the Boards of the Australian
Futures Project and Awesome Arts.
Chris Carey, Treasurer
Nicole Moody, Board Member
Appointed to Lifeline WA Board
January 2012
Appointed to Lifeline WA Board
March 2014
Chris is a Chartered Accountant. Chris
has more than 30 years of experience
in funds management, compliance,
engineering, mining and chartered
accountancy practice.
Nicole is a communications
professional with more than 25
years’ experience across the fields
of corporate communications, public
relations, government relations and
journalism. She has held senior inhouse communication management
roles and is formerly General Manager
of Perth’s largest PR firm where she
provided communications counsel
and strategy to the company’s diverse
group of clients.
Chris is a fellow of the Institute of
Chartered Accountants and fellow of
the Australian Institute of Company
Dale Calhoun, Board Member
Appointed to Lifeline WA Board
June 2010
Resigned from the Lifeline WA Board
November 2014
Dale has worked as a senior executive
with management teams and boards
on strategic HR matters. Dale has held
general management roles in a number
of large publicly listed companies
across a wide range of industries.
Dale established Tower Human Capital,
a strategic human resources practice
in February 2008 and, in June 2008,
licensed Directioneering in WA. Dale is
a member of the Australian Institute of
Company Directors and the Australian
Human Resources Institute (AHRI).
Mark Hector, Board Member
Appointed to Lifeline WA Board
December 2013
Mark is the Managing Director of
QUBE Property Group Pty Ltd, a
private West Australian property
development company, where he
is responsible for the company’s
strategic planning, management and
capital funding. Mark has been with
Qube since its establishment in 1995.
Mark is a qualified accountant and a
member of the Australian Institute of
Chartered Accountants.
Nicole has extensive experience
and expertise in developing and
implementing strategic public relations
and marketing campaigns, issues
and crisis management, government
relations, media relations and
community consultation.
In this role, Reece is responsible
for setting the strategic direction of
transport in the state, shaping the
development of a number of major
integrated transport plans and leading
the implementation of some of WA’s
most transformational capital projects.
With more than 35 years’ experience in
strategic management with particular
expertise in organisational reform, his
appointment as Director General of
Transport culminated a 20-year journey
within various State Government
transport agencies with 14 years
as a CEO. Prior to his public sector
career, Reece held a number of senior
management roles with BHP.
Reece is also a Commissioner of
the Western Australian Planning
Commission and is a Director of the
Australian Urban Design Research
Nicole Walton, Board Member
Ken Lewsey, Board Member
Appointed to Lifeline WA Board
February 2014
Appointed to the Lifeline WA Board
February 2014
Nicole has worked with global,
national and family businesses in
strategic and commercial marketing.
Her career has seen her based in
Edinburgh, Perth (Scotland), London
and Australia. With an Executive
MBA from The University of Western
Australia, Nicole has consulted to
several of Perth’s leading commercial
and not for profit organisations. Nicole
is currently Director Strategy and
Communications at Main Roads.
Ken’s most recent position was that
of the Managing Director & CEO of
Emeco Holdings Limited. Prior to
this Ken, held senior management
roles with some of Australia’s leading
transport and steel industries,
including Aurizon (previously QR
National and its subsidiary Australian
Railroad Group), Cleanaway,
Brambles Industrial Services,
Smorgon Steel and BHP Steel.
Ken has vast experience in the areas
of business development, major
projects, mergers and acquisitions, as
well as profit and loss responsibility
and holds a Bachelor of Business from
Curtin University.
Reece Waldock, Board Member
Appointed to Lifeline WA Board
February 2014
Appointed as the head of the State
Government’s three transport portfolio
agencies in May 2010, Reece holds a
unique leadership position within the
WA public sector, as Director General
of the Department of Transport,
Commissioner of Main Roads WA and
Chief Executive Officer of the Public
Transport Authority.
Photograph Page 6 From L to R:
Reece Waldock, Nicole Walton, Chris
Carey, Nicole Moody, Mark Hector,
Brett Goodridge, Kenneth Lewsey,
Dale Calhoun, Kate Chaney
Section 6
Treasurer’s Report
It is with pleasure that I provide the report on the
financial results for Lifeline WA for the 2014/15 year.
In last year’s report, some of
the achievements of Lifeline WA
were outlined. These included
improvements to the quality assurance
and risk management of the 13 11 14
service and an increase in fundraising
activities. I also outlined some of the
challenges, such as continuing to
grow the service delivery to meet the
increasing needs of the community.
I am pleased to report that we have
progressed significantly this year in
meeting that challenge, with an overall
growth in call answer rate for the
13 11 14 service; this achievement
is a direct result of all parts of the
organisation – from fundraising and
advocacy, to education and, of course,
to the 13 11 14 team of volunteers.
The year-end result reflects a deficit
of $147,472. The deficit for the
year reflects abnormal non-cash
expenses related to final depreciation
expenses correlated to the Lifeline WA
premises and adjustment of $33,900
for investment impairment. Once the
non-cash items are removed, the cash
deficit is a modest $16,998.
From an operational perspective,
further enhancements to the quality
assurance and risk management
of the 13 11 14 service required
additional staff resources in
supervision and education. This
resulted in an increase in operating
costs associated with the delivery of
one of Lifeline’s core services.
These funding pressures were offset
by another State Government contract
of $557,801. Lifeline WA is very
appreciative of the Government of
Western Australia for its commitment
through the Mental Health Commission
for a three-year period to 30 June
2016. This financial investment will
further enhance the sustainability
and accessibility of Lifeline’s suicide
prevention services, while recognising
the important role of the 13 11 14
service for the benefit of the Western
Australians in their time of need.
Community events continued to be
a very important part of our revenue
raising activity. The annual brunch
hosted by the Mondo Community
Warriors at the home of Vince
and Anne Garreffa was the most
successful fundraising event in
Lifeline’s history, raising over $360,000
in total, 75% of which flowed to Lifeline
WA. In its fiftieth year, the HBF Run
for a Reason proved another fund
and awareness raising success as
hundreds of people ran for Lifeline WA
and raised just over $70,000 in the
process. Lifeline WA also launched
a new mental health awareness
campaign, Lights for Lifeline, which
generated several new corporate
partners as well as raising over
$150,000 in its first year.
Communities, TSA Telco Group and
Kentz, as well as the many community
groups and individuals who undertook
fundraising activities and/or supported
Lifeline WA events. Our organisation
depends heavily on the huge efforts of
volunteers across all operating areas.
The continued growth and success
of Lifeline WA is a direct result of the
outstanding efforts of the management
team led so capably by our CEO,
Fiona Kalaf. The fact that Lifeline WA
is continuing to grow and enhance
the service delivery to the community,
despite the challenges of operating
within the parameters of a tight
budget, is testament to the quality of
our management team. They have
worked diligently to ensure our limited
resources are used to best effect.
Finally, a big thank you to the
finance office staff who have been a
tremendous support in ensuring the
effectiveness and efficiency of the
back room accounting processes.
The funds raised in the 2014/15 year
were largely invested in addressing
the new service standards in
13 11 14, raising community
awareness and subsidising the
important work in education.
I would like to recognise the sustained
support of the Department for the
Chris Carey
Section 7
Income and Expenditure
Breakdown Summarised
xpenditure Breakdown
Income 2014
- 2015
munity Events
al Donations
Training Revenue
Fundraising - Major
Fundraising 2,874,542 Community
Government Grants
4 - 2015
Fundraising - General
Income 2014 - 2015
2014 - 2015
Fundraising - Major Events
Fundraising - Community Events
Fundraising - General Donations
Government Grants
Training Fees
12%Revenue 96%
Training Revenue
$612,373 21%
Fundraising - M
$452,169 16% Events
$170,228 6% 21%
Expenditure 2014 - 2015
Other Costs
Service Delivery
Expenditure 2014 - 2015
Employment Costs
Administration Overheads
Employment Costs
Service Delivery Other Costs
$520,848 17%
$1,994,796 67%
Section 8
Financial Report
30 June 2015
Section 9
Our Report Card 2014/15
The data contained in this report gives a broad overview of the activity in our core
community services and the social value that was delivered.
13 11 14, 24 hr
Telephone Crisis
Support Service
Our Intent
To provide a suicide prevention safety
net, support people in emotional
distress, enable coping and facilitate
access to additional resources
Our Action
• Streamlined the Telephone Crisis
Support Volunteer recruitment
process to ensure an additional layer
of screening for applicants. This will
ensure the safety of help-seekers
and ensure Crisis Supporters are not
adversely affected
• Effective implementation of new
Crisis Support Workplace Education
• Implementation of the Workforce
Management System (WFM), a
national rostering system
• Modified staff structure to improve
support for Crisis Supporters
• Introduction of external supervision
for 13 11 14 staff to prevent burn out
and vicarious trauma
Our Performance 14/15
• Several Telephone Crisis Support
information sessions for potential
• Conducted 108 formal interviews for
recruitment of Crisis Supporters
• 55 new Crisis Supporters recruited
and educated
• A record 30,217 calls answered,
a 13% increase compared to the
previous year
• Evidence of improvement in meeting
the stringent requirements of RTO
and annual accreditation for all
Crisis Supporters
Education and
Social Value
Our Intent
• Immediate distress relieved
To provide the wider community with
the knowledge and skills to assist
people suffering with poor mental
health, experiencing crisis or suicidal
• Volunteer accountability and service
quality improved
• Suicide risk reduced and personal
safety increased with safe plans put
in place
• Suicide interventions possible
• Pathways to further care identified
• Increase in number of referrals
• Mental health support provided
• Increase in social capital through
volunteer training
• Improved consistency and continuity
across 13 11 14
Online Crisis
Chat Service
Our Action
• Expanded and increased service
offering to operate 7 nights a week
with 5 Online Crisis Supporters
Our Performance 14/15
• Answered 14,196 chats which
equates to 10% over target
• Nationally, Lifeline WA achieved a
94% chat answer rate
Our Action
• Delivered over 23 suicide intervention,
prevention and mental wellbeing
• Delivered 11 sessions specifically
relating to Domestic Violence (DV)
• Delivered awareness and wellbeing
workshops and presentations to
multiple communities, groups and
Our Performance 14/15
• 1,892 people educated or connected
through presentations
• Experienced the most profitable
period since the service commenced
• Connected with a large number of
agencies through service provision
and affiliation
Social Value
• Community more aware and
responsiveness to suicide risk and
mental health
• Knowledge of support services
available to the community
Our Performance 14/15
• People equipped with the confidence
and competence to intervene in a
suicide attempt
• Acceptance of mothers and
understanding their specific
emotional needs
• Community and individuals more
resilient to stressful situations
• Suicide and other destructive risks
• Approximately 75,680 people in
total attended events and heard the
Lifeline message in person in the
2014/15 financial year
• Awareness of issues around
domestic violence
• Understanding of relationships
increased and empathy developed
• 232,211 people were reached via
social media
• Breaking down barriers of stigma
• Communication and relationships
with children and other parent
• Bean Talkin’ reached over 60,000
people across various events
attended over 2014/15
• Fathers appreciate other services
and are more likely to engage in
useful help-seeking
• 677 media mentions including print,
radio and television
Our Intent
Assists parents in understanding and
managing emotions throughout the
processes of separation, as well as
regain a parental relationship with
Assist parents in managing feelings
and function as parent during the
bereavement of spouse or child
Fundraising and
Our Intent
• Provided one-on-one emotional
To raise awareness of Lifeline WA
through community activities and
events, engage corporate and
business support and raise vital funds
for the operation of all Lifeline WA
• Provided direction through the
Family Law System
Our Action
• Guided and connected clients to
other relevant assistance
• Expanded marketing reach to
encourage community members to
fundraise for Lifeline WA
Our Action
• Provided coaching on: conversation
rather than confrontation; fathering
children after separation; emotional
management during stressful
Our Performance 14/15
• A significant increase in the number
of clients who accessed the
counselling service (281 clients as
compared to 137 clients in 2013/14)
• Clients indicated 98% satisfaction
with the service
Social Value
Social Value
• Increased awareness of mental
health issues and suicide risk and
protective factors
• More people know of the 13 11 14
crisis line and new online crisis
support chat
• Issue of stigma challenged
• Lifeline WA resources are easily
• People inspired to seek, accept and
give help
• Improved stakeholder
communication strategy resulting in
better corporate partner, volunteer,
and donor retention
• Increased social media presence
to further build brand equity and
improve communications
• Increased marketing push for
fundraising volunteers
• Developed marketing material to
profile partnerships and promote
opportunities for involvement in the
Lifeline cause
• Bereaved parents able to
understand, cope, and parent
despite bereavement
Section 10
Lifeline Experiences
“Everyone should do it. Something like this should be taught in all schools. The Lifeline WA educators were
knowledgeable, engaging and pleasing to look at!”
Community Education Participant
“The face-to-face education has been fantastic. Each educator conveyed the learning thoroughly, clearly and sincerely.
There was great practical content, great use of roleplaying, great support and openness on behalf of the educators and
Crisis Supporter Workplace Education
“The educators are amazing, making it easy and fun to come in and learn new skills every week. I really appreciated their
upbeat attitude and their ability to always be positive and kind. This course has been very well run, in my opinion. I would
give it 11 out of 10 if I could!”
Crisis Supporter Workplace Education
“I am so grateful that you were there for me at a time of crisis! You came into your own, picked up the pieces, and with
precision placed it all back together again. Thank you for your total dedication, sheer professionalism and best of all your
kind heart. I could not have done this without you!”
Counselling Client
“Thank you very much for your kindness understanding, and above all the sound advice you have given me today. I was
at a loss as to where I was going to go next... But you have shown me the way and given me the touch so I can see
where I must go.”
Counselling Client
“Thank you for yet another beautiful morning. I know that I speak for many who have struggled with the sometimes
overwhelming pain of losing a loved one to suicide... this day is so very important. Out of the Shadows is a time for
reflection on the life of our loved ones lost to suicide. It is a time for reconnection with others who share the pain of loss.
It is a time for remembering each year how far we have come on our personal walk out of the shadows and into the light.
Finally, it is also a time for renewal. Renewal of hope, of our belief that life is beautiful and we have much for which to be
Out of the Shadows Walk Participant
“In the afterglow of a fabulous evening I wanted to pass on my congratulations to you and your team for pulling together
such a wonderful event that appears to have raised a significant amount of money. Thank you and congratulations to all
Black Diamond Gala Dinner Guest
“The biggest congratulations for Saturday night. It was a wonderful event and the feeling in the room was unlike any other
charity event I have been to. Well done to the whole team, I was so proud to be part of the Lifeline family.”
Black Diamond Gala Dinner Guest
Section 11
Her Excellency the Honourable Kerry
Sanderson AO, Governor of Western
Corporate Partners
Community TAB
Allens Linklaters
TSA Telco Group
Raw Hire
Corporate and Community
720 ABC Perth
A Flamingo Surprise
Allens Linklaters
Apex Club of Perth
Armadale Volunteer Service, City of
Steph Audino
Australian Meat Industry Council(AMIC)
Bannister Downs
Eddie and Helen Bartnik
Belmont Forum Shopping Centre
Bethanie Warwick Village Church
Bib and Tucker
BIS Industries
Black Dog Ride
Blue Cow Cheese
Botanical Café Kings Park
Bread In Common
Helen Bunning
Capital Partners
Graham Carmichael
Rosemary Chaney
Channel 10
Channel 7
Channel 9
Churches of Christ, Warwick Village
City of Perth
John Cochrane
Natasha Collins
Commonwealth Bank
Community News Group
Coogee Chemicals Pty Ltd
Cossill and Webley
Crown Perth
Crowe Horwath
CT Partners
Joshua Cunniffe
Department Fire and Emergency
Department of Transport
Estate of Trevor Mark Fry
Fisher and Paykel
FJM Property Pty Ltd
Flowers in Bloom
Forrest Family Trust
Tony Fragomeni
Fraser’s Restaurant
Fremantle Football Club
Gage Roads Brewery
Game Plan Media
Vince and Anne Garreffa
Allison Glenister
GMP Securities
Golf Box
Gracie’s Cupcakes
Group Support
GT Media
Guildford Grammar School
Kerry Harmanis
Peter Harris
Kelly Haywood
Helping Hand Group
Herbert Smith Freehills
Heyder & Shears
Hollywood Private Hospital
Jeremiah Trust
Joondalup Volunteer Resource
Centre, City of Joondalup
Gary Kerman
Kerman Contracting Ltd
Kitchen Headquarters
Known Associates Events
La Vigna Wines
Little Creatures Brewery
Main Roads WA
Malt Supper Club
Marta Fishing Company
Julius Matthys
McCusker Charitable Foundation
Melville Volunteer Resource Centre, City of Melville
Meyer Shircore & Associates
Miss Maud
Mondo Community Warriors
Mondo di Carne
Mosmans Restaurant
Mount Lawley Golf Course
Mount Pleasant Baptist Church
Nofra Klinik
Outcare Inc.
Perth Audio Visual
Perth Airport
Ruth Phelps
Postvention Australia
Public Transport Authority
Quality Press
QUBE Property Group Pty Ltd
Radio 6PR
Raw Hire
Regional Management Pty Ltd
Resource Capital Funds Foundation
Rohan Jewellery Leederville
Rose and Violet
Rotary Club of Cambridge
Rotary Club of Nedlands
SGIO Insurance
Chris Shellabear
Shreeve & Carslake Pty Ltd
Silver Linings
Simon Thomas
Daren Smith
Alan Staines OAM
Stan Perron Charitable Trust
Statewide Oil
Emily Steinbach
Strategen Environmental Consultants
Strathearn Insurance Brokers
Michael and Grace Tamburri
Di Taylor
Ian Testrow
The Bendat Family Foundation
The Richardson Foundation
The Sunday Times
The West Australian
Tower Human Capital
TSA Telco
UHY Haines Norton
United Way
Upper Crust Catering
UWA Fogarty Scholars Association
Volunteering WA
West Cape Howe Wines
Winning Appliances
Wood and Grieve
Wonteco Pty Ltd
Ros Worthington OAM
Sharon Young
Government Departments
Lifeline WA Volunteers
Department of Local Government and
A deep and sincere thank you to the 325
volunteers who have worked with Lifeline
WA throughout the year to deliver vital
services in the following areas:
Mental Health Commission
Lifeline WA Staff
Lifeline WA is grateful for the spirit
and dedication of the staff, past and
present, who have worked tirelessly
to help create communities free of
• Telephone Crisis Support Volunteers,
Mentors, Facilitators, Supervisors on
Call and Educators
• Fundraising and Community Events
• Education Services
• Administration
• Ambassadors
Our Individual Benefactors,
Donors and the Public
We extend a special thank you to
our generous donors and members
of the public who contribute time,
funds, skills or support to Lifeline WA.
Without community support Lifeline
WA could not continue to provide
emotional health support services to
the Western Australian community.
• Bean Talkin’ coffee van
Lifeline WA Office
Suite 44a, 7 Aberdeen Street, Perth
GPO Box K765, Perth WA 6842
T: (08) 9261 4444
F: (08) 9421 1247
Email: [email protected]
Industry Collaborators
Lifeline Australia National Office
and Centre Network
Men’s Advisory Network (MAN)
Ministerial Council of
Suicide Prevention
Rotary Community Corps
The Samaritans
Western Australian Association of Mental Health (WAAMH)
Youth Focus
14 | 15
Lifeline WA Office
Suite 44a, 7 Aberdeen Street, Perth
GPO Box K765, Perth WA 6842
T: (08) 9261 4444
F: (08) 9421 1247
Email: [email protected]