The honour of helping vulnerable people

The most rewarding aspect of Grace’s* job is the privilege to be there and provide support for someone in crisis.

For the past two years Grace has been a Lifeline crisis supporter, one of 600 crisis supporters working across 10 Lifeline crisis support and suicide prevention centres in Queensland.

Grace says her work supporting others has also improved her own life.

“What I find most rewarding about this job is that I am given the opportunity to be there for someone who is in crisis. I provide the caller the space to be listened to and heard and help them come up with ideas of how to move forward or decide what to do next,” Grace says.

“Sometimes that is as simple as how to get through the next hour.”

For Grace, the role is an honour and she feels lucky to be part of a supportive community like Lifeline.

“I find sitting with people when they are at their most vulnerable to be an honour and I also understand that not all people are blessed with a supportive community around them.”

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No day at work is typical. Every call brings new challenges. No two calls are ever the same.

At the start of each shift, Grace speaks with her supervisor and then sets a few intentions, often writing them down on a piece of paper.

She writes down words like “compassion”, “no advice”, “connection” and “focus” as reminders for herself during the day of calls she will take.

Lifeline Queensland supports about 12,000 people each month through calls to 13 11 14, online chat and text services.

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The coronavirus pandemic has affected many people in varying ways. Mental health professionals say that we are all on a spectrum of vulnerability. We move up and down that continuum - all of us - depending on a range of factors, including social, economic, environmental, family, community, and employment factors.

The pandemic has affected the nature of calls which are coming into Lifeline.

Grace says callers often feel isolated and uncertain as a result of COVID-19 and want to know what’s around the corner.

“The main stressors I observe that people are facing are isolation, uncertainty and being informed of what’s coming next with this virus, which is the unknown. It can be very overwhelming,” Grace says.

At the end of each shift Grace has a debrief with her supervisor, which she says is important in terms of self-care. If a call has been particularly difficult, she talks it over with her supervisor and feels supported to get on with her day.

“After my shift, I generally spend a little time reflecting on how I showed up that day as a Lifeline Crisis Supporter and try to identify areas of improvement. I use the drive home to relax by listening to soothing calm music and then when I reach home I connect with my family and rest.”

So what does it take to be a Lifeline Crisis Supporter?

According to Grace, you need to be a good listener, be empathetic, have the ability to stay calm when confronted by strong emotions and importantly, a belief that everyone has the ability to reach their full potential.

“I personally believe that you need to be someone who is self-aware, patient and empathetic … This is a job where you are constantly growing and developing strong interpersonal skills.

“I would highly recommend others take on a role as a Lifeline crisis supporter. You develop so many skills, active listening, you build self and situational-awareness and you are given the opportunity to be there for people who are vulnerable and in need of support.”

* Grace’s name has been changed.

Visit Lifeline for more information on becoming a crisis supporter.

For 24/7 crisis support and suicide prevention services, Lifeline Queensland is available to help. Phone 13 11 14 or text 0477 13 11 14. Lifeline’s text service is available between 6pm – midnight (AEST). If you would like to chat to a Lifeline Crisis Supporter online, the service is available between 7pm to midnight here.