Building a Lifeline for the future: Expectations, innovations, outcomes

  • Rickwood, Debra (Chief Investigator)
  • Titov, Nick (Primary Chief Investigator)
  • Pirkis, Jane (Chief Investigator)
  • Klein, Britt (Chief Investigator)
  • Batterham, Philip J. (Chief Investigator)
  • Epps, Julien R. (Chief Investigator)
  • Goecke, Roland (Chief Investigator)
  • Kolves, Kairi (Chief Investigator)
  • Gould, Madelyn (Chief Investigator)
  • Bradford, Sally (Chief Investigator)

    Project: Other

    Project Details


    Note: This is an NHMRC Partnership Project, which has been approved for funding.

    Project is led by Prof Debra Rickwood, University of Canberra. I am the MQ CI. My role is to provide advice on design, methodology, and analysis. This project will require minimal time, and will not affect my other roles or responsibilities. I do not foresee any costs associated with this project.

    The overarching aim is to provide a comprehensive and robust evidence-base for crisis support services generally, and Lifeline in particular, that will enable them to better support help-seekers and be a more effective, responsive and integral part of the health care and social assistance service systems. The research will:
    1 Identify the expectations of Lifeline held by help-seekers and its many stakeholders (eg, health services, social services, community services) regarding priority user groups and outcomes for each of these help-seeker types. Determine whether expectations vary according to the modality of service offering (phone call, real-time chat, text messaging).
    2 Develop reliable and valid measures and technologically innovative methods that can identify specific types of help-seekers and determine whether outcomes are being achieved across the modalities of call/chat/text, including via real-time monitoring and progress analysis.
    3 Determine whether help-seeker outcomes are being achieved and whether the Lifeline practice model is suitable for all types of help-seekers, particularly those prioritised in the stakeholder expectations, and across all modalities of call/chat/text.

    Specific research questions are: 1a) what are the expectations of help-seekers and stakeholders regarding the role of Lifeline and the types of help-seekers it is expected to support; 1b) do expectations differ for the new modalities of online chat and text messaging; 2) can help-seeker types and outcomes be reliably and validly measured through innovative methods developed via a Delphi consensus method and through technological innovations using artificial intelligence machine learning algorithms, which are expected to provide a more timely and accurate measurement process; 3) is fidelity to Lifeline’s current practice model associated with appropriate outcomes for all types of help-seekers and across all modalities of call/chat/text (using the measures developed in aim 2).
    Short titleLifeline
    Effective start/end date1/05/1930/04/24