Average weekly calls to Lifeline Geelong have jumped by 31 per cent during COVID-19, according to regional general manager Jason Doherty.
“It’s certainly like nothing we’ve ever experienced,” he said.
“But we’ve been able to keep up with demand, which is really important.”
Weekly calls spiked by about 40 per cent during the introduction of both lockdowns, Mr Doherty said.
In March, Lifeline Geelong volunteers were also answering questions from callers about the new restrictions.
“There was lots of training we were doing in our crisis centre so they could give up-to-date information,” Mr Doherty said.
“In the last few months, it’s been more the economic downturn and businesses closing.”
When restrictions eased in June before Victoria’s second wave, and again in recent weeks, calls decreased but were still about 20 per cent higher than pre-COVID levels, Mr Doherty said.
“We saw a spike last week [due to] JobKeeper [declaration deadlines] and people’s understanding of that.
“It’s just been the uncertainty of COVID-19 and people having their lives put on hold for a sustained period.
“It’s not just COVID, it’s the related factors of unemployment, family life, and people’s mental health and wellbeing.”
But a volunteer recruiting drive that began when Mr Doherty took over in January had proven timely, he said.
“We weren’t answering enough calls in Geelong. Our call answer rate is now 92 per cent.”
The centre increased its volunteers from 10 to 60, with each crisis supporter costing $1000 to train, Mr Doherty said.
“It’s not an easy thing to become a crisis supporter on the phone, the training is quite intensive.”
Small increases in state and federal funding during the pandemic had helped, but local donors and philanthropists had driven recruitment, Mr Doherty said.
The centre also has about 30 paid employees who mostly work ‘hard-to-fill’ shifts.
“It’s pretty hard to find a volunteer at 4am,” Mr Doherty said.
“The calls vary from loneliness to thoughts of suicide and everything in between,” he said.
“We couldn’t run the service without the volunteers – they’re the backbone of the service.”
For help phone 13 11 14. To donate visit geelonglifeline.org.au
