@article{ref1,
title="Implementation of a pilot SMS-based crisis support service in Australia",
journal="Crisis",
year="2021",
author="Fildes, Dave and Williams, Kathryn and Bradford, Sally and Grootemaat, Pam and Kobel, Conrad and Gordon, Rob",
volume="ePub",
number="ePub",
pages="ePub-ePub",
abstract="BACKGROUND: Australia's first short message service (SMS) crisis support service was launched by Lifeline Australia in July 2018. The pilot program was independently evaluated over a 240-day period. Aims: We aimed to examine the experiences of key staff employed in the Lifeline Text pilot and identify the skills and types of support required to deliver a high-quality SMS-based crisis support service. <br><br>METHOD: In total, 22 interviews were conducted with 14 Lifeline Text crisis supporters and in-shift supervisors (supervisors) at two time points in September 2018 and March 2019. A modified framework approach was adopted to undertake qualitative data analyses. <br><br>RESULTS: Delivering crisis support via text was initially challenging as a result of the need to translate skills from telephone crisis support to the SMS platform. This was compounded by the high degree of suicidality of help-seekers and volatility in demand for the service. Limitations: The independent evaluators were not involved in the design of the pilot. <br><br>CONCLUSION: Lifeline text is providing an important and necessary service, using a novel mode of delivery in Australia. Maintaining service quality at peak demand, with many distressed and suicidal help-seekers, requires specialized training, experience, and exceptional skills.<p /> <p>Language: en</p>",
language="en",
issn="0227-5910",
doi="10.1027/0227-5910/a000758",
url="http://dx.doi.org/10.1027/0227-5910/a000758"
}