Ma Jennifer S, Batterham Philip J, Kõlves Kairi, Woodward Alan, Bradford Sally, Klein Britt, Titov Nickolai, Mazzer Kelly, O'Riordan Megan, Rickwood Debra J
Faculty of Health, University of Canberra, Canberra, Australia.
Centre for Mental Health Research, Australian National University, Canberra, Australia.
Health Soc Care Community. 2022 Sep;30(5):1775-1788. doi: 10.1111/hsc.13557. Epub 2021 Aug 30.
Crisis lines provide a critical first line of mental wellbeing support for community members in distress. Given the increasing referral to such services, there is a need to understand what the expectations of the community are around the role of such services in our public health responses. A computer assisted telephone interview was undertaken between 28th October and 30th November 2019. The aim was to explore expectations and anticipated outcomes of Lifeline Australia's crisis support services from a nationally representative community sample (N = 1,300). Analysis was undertaken to determine if demographic variables (age, gender, indigenous status, country of birth, culturally and linguistically diverse (CALD) status, sexual orientation, household composition, region and State/territory) and past service use affected community expectations. Results showed that a majority of respondents expected Lifeline to listen and provide support, recommend other services, and provide information. Help-seekers were expected to feel heard and listened to, receive safety advice or support to stay safe, and feel more hopeful. Lifeline was expected to prioritise people feeling suicidal, in immediate personal crisis, and experiencing domestic violence. Findings reveal that community members hold expectations for Lifeline Australia to serve as a suicide prevention and general crisis support service, which are congruent with the service's aims. There was little variation in community expectations of crisis support services based on demographic factors and past service use. The results show that the community has extensive and diverse expectations for this national crisis service to meet both short and longer-term needs for all vulnerable members of the community-entailing a very substantial public health service responsibility.
危机热线为处于困境的社区成员提供了至关重要的心理健康支持的第一道防线。鉴于转介到此类服务的情况日益增多，有必要了解社区对于此类服务在我们公共卫生应对中的作用有哪些期望。2019年10月28日至11月30日进行了一次计算机辅助电话访谈。目的是从全国具有代表性的社区样本（N = 1300）中探索澳大利亚生命线危机支持服务的期望和预期结果。进行了分析以确定人口统计学变量（年龄、性别、原住民身份、出生国家、文化和语言多元化（CALD）身份、性取向、家庭构成、地区和州/领地）以及过去使用服务的情况是否会影响社区期望。结果显示，大多数受访者期望生命线倾听并提供支持、推荐其他服务以及提供信息。求助者期望被倾听、获得安全建议或支持以确保安全，并感到更有希望。生命线被期望优先关注有自杀念头的人、处于直接个人危机中的人以及遭受家庭暴力的人。研究结果表明，社区成员期望澳大利亚生命线充当自杀预防和一般危机支持服务，这与该服务的目标一致。基于人口统计学因素和过去使用服务的情况，社区对危机支持服务的期望几乎没有差异。结果表明，社区对这项全国性危机服务有着广泛而多样的期望，以满足社区所有弱势群体的短期和长期需求，这意味着承担着非常重大的公共卫生服务责任。
