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Become a Lifeline 13 11 14 Telephone Crisis Supporter

Becoming a Telephone Crisis Support Worker is rewarding but also requires training and commitment. We run regular student intakes throughout the year and it is a requirement to watch a CSWT information session before you can apply.

Learn why we need more volunteers

Our Lifeline Crisis Support volunteers are currently responding to one call every 30 seconds and we need more people from our community to help us answer those calls

Thinking about becoming a Lifeline Telephone Crisis Support Volunteer, but a bit worried about the commitment?

We asked Nathan to join us in a Lifeline Conversation to chat about his journey to becoming a Telephone Crisis Support volunteer. Nathan shares some really great insights with us on how he found the training, handled the commitment and time required, transitioned from training to taking calls and why he keeps coming back.

00:00 – Intro00:10Why Nathan decided to train as a Lifeline Telephone Crisis Support Volunteer00:50Handling the commitment and time needed to complete the online training; 02:07Quality of the content in the Lifeline training course;  03:36Moving from training to answering calls on the 13 11 14 Crisis Support line; 04:59Worrying about being able to take difficult calls on the 13 11 14 Crisis Support line; 06:41Why Lifeline makes you want to keep coming back? 08:14Final advice to anyone thinking about it becoming a Telephone Crisis Support Volunteer

Ok I am ready, what do I do now?

We hope that our conversation with Nathan has helped you with any questions you may have and has inspired you to take the next step. The first thing you must to do is ‘WATCH THE INFORMATION SESSION’, which is a short online self-paced video series. You need to be fully aware of the commitment and amount of time that is required. Click the button below, fill in a short form and you will be taken to the online information session

A Powerful Reminder of the impact of becoming a Lifeline Crisis Supporter
What happends throughout the Application Process

Step 1 - Watch Video Information Session

You must first watch our self paced online Information session where you will find out everything you need to know about becoming a Lifeline Crisis Supporter

Step 2 - Informal phone call

We will call you to discuss your interest and commitment to becoming a Crisis Supporter. If you wish to continue we will ask you to complete an application form.

Step 3 - Interview, Formal Checks and Paperwork

Once we receive your application form we will contact you to arrange a time for you to attend an interview. We ask that you bring 100 points of identification so we can start some of the necessary formal paperwork and checks - Fit to Work Check and current Working with Children Check.

Step 5 - Pay for CSWT Training

Once formal checks and paperwork has been completed you will receive a payment link for the training course ($475).

Step 6 - Register for CSWT Training

Upon receipt of payment you will be sent all the necessary information to register yourself onto the next CSWT Training Course.

Meet other wonderful local Crisis Supporters
The Lifeline 13 11 14 Crisis Support Line is possible only because of the selfless commitment of our Volunteers.
Why I Became a Crisis Supporter

As a second year psychology student I was incredibly interested in becoming a Crisis Supporter to develop my communication skills and learn about relating to people in need. The training I undertook to become a Crisis Supporter was incredibly comprehensive. I have learnt to listen well and help in emergency situations. I have found the role of Crisis Supporter to be incredibly rewarding. I offer hope to people in their darkest moments and I get great satisfaction knowing I make an impact on a national level. Being a Crisis Supporter is a great way to connect with others, give back to the community and develop new skills for personal and professional growth. I am proud to be a part of the LifeLine community.

Why I Became a Crisis Supporter

In the lead up to finishing full-time work about a year ago I put a lot of thought into what I would do in "retirement". I have quite a few interests and sports but wanted something worthwhile and challenging to compliment those other things. I am so pleased that I went to a Lifeline info session and applied to become a Lifeline Telephone Crisis Supporter. I have not worked or studied anything like this before. I learnt SO much during the training and internship - about communication, community and myself. The training and support from Lifeline North Coast is fantastic and ongoing. I have been doing a 4 hour phone shift most weeks for about 5 months now and I find it incredibly rewarding.

Why I Became a Crisis Supporter

Being a Lifeline volunteer is extremely satisfying and rewarding and while completing the course, a new volunteer learns skills that will be useful, not just with Lifeline, but throughout their lifetime. I feel Lifeline is an essential service - it is there for those people who are struggling with adversity in their lives and who do not have family or friends to help them deal with it.

Why I Became a Crisis Supporter

I always realised what a privilege it was as a Lifeline volunteer to have someone share how they were feeling with you. There were callers who were desperate to hear a voice who sustained them and wanted the best for them. I have always included my time at Lifeline on my resume as employers know the standard of training and in depth skills that Lifeline training provides. I have used that training in my day to day life, with family, colleagues, acquaintances and friends to save lives

Why I Became a Crisis Supporter

Commencing and ongoing volunteering with Lifeline has been the most positive and engaging experiences of my life. Being equipped to ‘give back’ and serve the community in a uniquely specialised way is something I will never regret. It has equipped me with new skills and refined skills that I already possessed. The initial training and ongoing development is the most beneficial professional personal development program I have undertaken. Training as a TCS equipped me in my own life journey as well as preparing me to walk with individuals in their most vulnerable moments. It is Lifeline’s unique placement to be present with those who are at a time in their life when they need to know someone is there who cares, who cares just to listen. It is a privilege to be present to people in these moments. I have been a TCS with Lifeline for five years now and I can see that it is a role I will undertake for the rest of my life. The support you receive and the ongoing camaraderie is being part of a unique tribe of people, a community of the heart. Whenever TCS training opportunities come up I immediately recommend it to many family and friends. The skills you develop are 'life skills’ in a very unique and real way. I would never hesitate to encourage anyone interested to train as a Lifeline TCS, you will never know the difference you could make to someones life and you will never know if you don’t undertake the training. Will you answer the call?

Common FAQ's about becoming a Lifeline Crisis Supporter

The first thing you need to do when considering becoming a Lifeline Crisis Supporter is to attend an Information Session to discover what is involved.  For your convenience, we have just launched an online self-paced Information Series where you will learn everything you need to know about becoming a Crisis Supporter.  Click here to watch

After you register to watch the Information Session, one of our Intake Team will contact you to chat with you and answer any further questions you may have about continuing on this journey.  If you do wish to continue the next steps are to:

  • Submit an Application Form
  • Attend an Interview
  • Submit a Working with Children check and provide a Services ID. 
  • Enrol in CSWT Training

But do not worry we will be there to guide you all the way.

CSWT stand for Crisis Supporter Workplace Training. CSWT has been created to equip students with the necessary skills and knowledge needed to undertake the Crisis Supporter role within Lifeline.

The Crisis Support Volunteer training involves 3 stages of training to become an accredited Crisis Support Volunteer

Stage 1 – Initial training (e-learning and live online group training)
Stage 2 – Student Placement
Stage 3 – Internship

CSWT takes 12 months in total to work through the 3 stages.

Lifeline Australia is a Registered Training Organisation (RTO – 88036) registered by Australian Skills Quality Authority (ASQA). Lifeline North Coast is an RTO Designated Training Sites under the Vocational Education and Training (VET) Quality Framework.

On successful completion of the entire CSWT pathway you will gain the qualification CHCSS00113 Crisis Support Skill Set and receive a Statement of Attainment with the below three units of competency.

• CHCCCS003 Increase the safety of individuals at risk of suicide
• CHCCCS019 Recognise and respond to crisis situations
• CHCCCS028 Provide client centred support to people in crisis.

These units of competency may contribute to your studies or employment. We recommended you research these details with your learning institution or workplace for further information.

We ask our Volunteers to commit to being a Crisis Support Volunteer with Lifeline for a minimum of 2 years. Volunteers must complete a minimum of 4 hours a week.

Currently the learning component is all online, with the face-to-face component held in the Lifeline North Coast offices in Coffs Harbour.

The location of the phone room is confidential. At the beginning of initial training each student signs a code of conduct then the details of the phone room are discussed and seen during the observation shift as part of stage 1.

The training is very comprehensive and involved, and ordinarily costs thousands of dollars. However, we can offer the course now for a one-time payment of $475 or $500 if you would prefer to pay in instalments. This investment includes ongoing support and professional development. On average it costs the organisation $3,700 for the training so you can see the saving we are able to offer.

It is a professional Volunteer training package in which you will receive a statement of attainment with 3 units of competency that can be used for RPL, and future employment and improves general communication skills.

If you have any financial concerns or feel this investment means you cannot volunteer please contact us.

Watch CSWT Information Session

Complete the form and you will be directed to the Video Information Session


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