Callers in need of Lifeline’s services are accepted without prejudice and encouraged to talk or write about their feelings, acknowledge their emotions and explore options.
Volunteers use their listening skills, recognise the needs of callers and respond appropriately.
Volunteers will not impose their own convictions, or influence callers, in regard to politics, philosophy or religion.
If a caller is at risk of suicide, or in despair, follow up contact is offered.
With a caller's permission, and after consultation with the Coordinator, a group of volunteers may be assigned to a caller, to offer support through a period of distress.
If a caller is in need of other help, information may be passed on about other agencies (if held). With a caller's informed consent, and after consultation with the Coordinator, a referral will be made on his or her behalf.
The centre welcomes appropriate referrals from other agencies or individuals.