Lifeline & SANE use digital channels to boost mental health care

Australian non-profit organisations Lifeline and SANE are utilising messaging and voice technologies to connect individuals experiencing mental health distress with timely support services.

The adoption of integrated digital communication tools by Lifeline and SANE has enabled these charities to provide both immediate crisis intervention and ongoing care for people dealing with complex mental health issues. The approach is centred on streamlining case routing and expanding access points for individuals seeking help, spanning phone, SMS, and online chat channels.

Lifeline's approach

Lifeline operates as Australia's principal crisis support and suicide prevention service, fielding in excess of one million contacts per year. A Lifeline spokesperson highlighted the breadth of support offered: "Lifeline Australia is a national charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. We exist so that no person in Australia has to face their darkest moments alone."

The organisation has integrated Twilio's Programmemable Messaging functionality, allowing for two-way SMS dialogue between crisis supporters and help seekers. "Twilio Programmemable Messaging enables Lifeline to provide two-way SMS to engage help seekers in their greatest time of need."

"Twilio Flex empowers Crisis Supporters on our Voice and Digital Services to communicate seamlessly with In-Shift Support Supervisors in situations where a help seeker is in an elevated state of distress. This capability proved critical during the COVID-19 pandemic when demand for our support services surged."

SANE's digital support model

SANE, a national mental health charity, focuses on supporting individuals coping with complex mental health conditions through digital and telehealth services. The charity values consistent, ongoing engagement and accessibility for its service users. According to a SANE spokesperson: "Recovery from complex mental health challenges doesn't happen overnight; it requires ongoing, trusted engagement which makes accessibility an important part of continuous care."

SANE deploys Twilio Flex for its 1800 Support Line and its website's online web chat functionality. The impact of this deployment is described as follows: "With Twilio, we are able to provide consistent and compassionate care whenever it's needed. We leverage Twilio Flex for our 1800 Support Line as well as our online web chat for inquiries coming in on sane.org. This is crucial for our service delivery as it enables our workforce to receive calls, engage in web chats, and make calls to our program participants."

The role of technology in mental health

For both Lifeline and SANE, the provision of multiple inbound communication channels, combined with workflow automation, helps manage capacity and reduce wait times. Twilio tools-such as Messaging (SMS, WhatsApp), Voice, and Flex-facilitate a personalised and contextually informed approach, enabling charities to follow up on previous interactions and adapt service delivery to individual needs.

Erin Reilly, Chief Social Impact Officer at Twilio.org, commented on the significance of communication technology in the charitable sector. "Non-profit organisations provide invaluable support for people in their greatest time of need. We are incredibly proud and privileged that Twilio can be a part of the life-changing services mental health organisations deliver every day, helping make it easier for people to receive the care they need, promptly and via whatever channel is the most easily accessible to them," Reilly stated.

By integrating these technologies, non-profits are not only able to broaden their reach but also are able to maintain privacy and uphold high safety standards when responding to people in crisis. The communication platforms also enable organisations to offer a consistent experience for individuals across multiple touchpoints, essential for continuous care and follow-up in mental health support settings.