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News : Lifeline Macarthur's Crisis Call Service Expands


Smeaton Grange, NSW, Australia, Aug 12, 2019 -- Lifeline Macarthur is helping to save more lives than ever before.

The charity organisation has installed five new phone lines at its Smeaton Grange crisis call centre to meet growing demand.

The 24-hour telephone line operates seven days a week fielding calls from people who are struggling with their mental health.

Lifeline Macarthur chief executive officer Brad Hannagan said the vital service had experienced an upsurge in calls over the past year.

"We had to install the new lines to respond to the level of demand," he said.

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"Lifeline is recognised as one of Australia's most well-known crisis call centres and we will continue to grow the service."

In the past five years, the number of people contacting the Lifeline Macarthur crisis support line has doubled.

The number of people contacting the call centre rose by 27 per cent in the past year alone.

Mr Hannagan said the rise in calls could be attributed to general population growth and the change in attitude toward mental health awareness.

"The stigma around mental health is changing - and that is a good thing," he said.

"People are generally more open to talk about mental health issues now."

Statistics show men are three times more likely to commit suicide than women, and only 27.5 per cent of men with symptoms of mental illness are accessing professional services.

Mr Hannagan said three out four suicides in Australia were committed by men.

"It's a problem in every Western country - the numbers are similar in the US, Canada and the UK," he said.

"We need to do something to break down the walls and stop the stigma associated with mental health."

Lifeline Macarthur will also host a Men's Long Lunch on Friday, October 18.

The event aims to raise awareness of the mental issues affecting men. More than 200 people attended last year's inaugural long lunch.

The 2019 long lunch will be held at Rydges Campbelltown.

Mr Hannagan said tickets were already selling out fast.

"We had more than 200 men come last year," he said.

"We are hoping it will be even bigger this year.

"The feedback we had from the men who came along last time was that it was a safe space for men to share some of the tough times they had been going through with other men."

Guest speakers at the event will include former endurance runner Pete Wilson, Paralympian Erik Horrie and deputy commissioner of the Mental Health Commission of NSW, Allan Sparkes.

Any funds raised at the event will be used to support the crisis support line.

If you, or someone you know needs crisis support, call Lifeline on 13 11 14.

Anyone interested in volunteering can call or email.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Late Bookings

Read today's tip or listen to it on podcast.

Published: Wednesday, August 14, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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