Changes to our Support Line – here’s what you need to know!

Is this a direct result of the new funding and roll out of the guided program australia wide and needing counsellors for that?

the poor webchat was the first to go when the guided program started and then the hours of the counselling line continues to get cut for it to.

I agree @Bow

Hey @Bow @Captain24

I understand wondering that, particularly with the timing. So the staffing actually isn't going to change on the support line - there'll still be the same amount of staff working the same hours. So this means that calls won't be cut off at 6, there just won't be any new calls coming in, so those who have been waiting may have a chance to get through to someone. They're hoping it will result in shorter wait times and a better response time

It’s already difficult for people in Western Australia with the current hours finishing at 5pm AWST

new hours will finish at 3pm

Hi everyone - great questions here.

These changes are an interim measure to ensure we can answer all the calls that are received up to 6pm AEST; in line with the confirmation of our funding we are also reviewing our service delivery to identify areas for improvement and better integration, as well as working on how we deliver our services effectively to get ready for scale.

Support Line in particular is a high priority for review and design considerations to see how we can ensure our services are effective, and sustainable, including across timezones.

Similiarly to the Forum Codesign project we need to do some really thorough work to understand how the services will all function together once all are available nationally.

We will be sure to provide updates but as always our commitment is to ensuring outcomes for the people and family members/carers who depend on us.

I hope that helps provide a bit more clarity, I can't give you the answer yet because we need to do the work to understand how our services perform and what can be better - so please bear with us while we undertake this project over the next few months.