Be the voice that listens
At Lifeline Northern Beaches, Mosman to Kirribilli, our Volunteer Telephone Crisis Supporters keep our 24/7 Crisis Support Line open, ensuring anyone can call 13 11 14 any time of day or night.
By volunteering with us, you’ll join a dedicated local team that helps create connection, provide hope in tough moments, and make a meaningful difference in the lives of people across our community — all while gaining valuable skills and a deep sense of purpose.
Learn more about becoming a crisis supporter
Crisis Support volunteers provide one-off, immediate assistance over the phone to Help Seekers in crisis or distress.
If you think becoming a Crisis Supporter could be the right path for you, fill in the form below, and we’ll send you more information.
Benefits of becoming a crisis supporter
- A strong sense of purpose and community
- Lifelong skills in empathy, listening and calm response
- Growth in self-awareness, communication and resilience
- A supportive team environment—with trained in-person supervisors to debrief every shift
- A deep, personal impact on lives all across Australia
- Nationally accredited training
What you’ll need
To become a phone crisis supporter with Lifeline Northern Beaches, Mosman to Kirribilli, you’ll need:
- Genuine empathy, compassion and a commitment to being present for people in distress.
- Willingness to complete our nationally recognised Crisis Support Training program.
- To live or work in the areas of Northern Beaches, Mosman to Kirribilli
- A reliable commitment to regular rostered shifts (typically around 4 hours every fortnight).
- The ability to travel to our Balgowlah training location and local centre.
- Basic comfort with phone systems and digital tools used on shift.
- A National Police Check and Working With Children Check.
- A willingness to make a one-off contribution towards training costs
Becoming a crisis supporter is a meaningful and rewarding commitment
You’ll grow personally while supporting your local community when they need it most.
The journey to becoming an accredited crisis supporter
Submit an expression of interest
We’ll send you an email with the intake calendar, application form, and a short video about the volunteer experience. Please ensure you can attend all Stage 1 training dates, as these are mandatory.
Submit your application
If you’re ready to commit, submit an application to become a volunteer Telephone Crisis Supporter. You’ll receive an acknowledgement of your application and an estimate of how long it’ll be until you hear from our team.
Attend an interview and register for training
Meet with our team in Balgowlah for an in-person interview. If you’re successful, we’ll send you information on how to register for training.
Complete your training
Our nationally accredited training is delivered in three stages and comprises a mix of assessments, eLearning, and in-person training. You’ll also complete supervised phone shifts, undergo call coachings, and attend a masterclass workshop.
Frequently asked questions
What training will I complete to become a Crisis Supporter?
You’ll complete training in three stages. If you’re successful, you’ll receive a statement of attainment in the following nationally accredited units:
- CHCCCS003 – Increase the safety of individuals at risk of suicide
- CHCCCS019 – Recognise and respond to crisis situations
- CHCCCS028 – Provide client-centred support to people in crisis
Feel free to review the RTO Student Handbook and CSWT Course Prospectus at https://www.lifeline.org.au/rto
How much time will I need to commit?
- Training: ~9 hrs/week for the first 10 weeks
- Placement: ~5–6 shifts over 8 weeks (4 hour shifts)
- Internship: Ongoing 4 hour shifts over 6–9 months
- After training: 92 hours of phone shifts annually (4 hrs/fortnight), 2 Call Coachings, 4 Group Supervisions and 8 hrs of Professional Development.
If you work full-time, care for children, or have multiple personal commitments, consider carefully whether this is the right time for you.
What makes a good candidate?
- Self-aware and emotionally grounded
- Empathetic and non-judgmental
- Respectful of all walks of life
- Able to commit to the time involved
- Comfortable with silence and deep listening
- Open to feedback, learning, and growth
Do I need counselling or mental health-related qualifications to volunteer at Lifeline?
No previous training or counselling experience is required – just the desire to help others and to give back to your community.
The training provided to our Crisis Supporters will ensure you are qualified to offer a high standard of crisis support that keeps people safe.
Can I miss a session or submit late work?
No. All sessions are mandatory, including three full-day sessions on Saturdays.
All eLearning must be completed before the live session each week.
Absences or missed work will delay or disqualify you from progressing.
Will I hear distressing or confronting content on the phones?
Yes. There is no call screening. Topics can include:
- Suicide
- Self-harm
- Sexual assault
- Domestic and family violence
- Mental illness
Why is there a student contribution cost to the training to become a Crisis Supporter?
The cost of training a new Crisis Supporter is $3,000. While our generous donors and fundraising efforts mean we can cover the vast majority of these costs, we ask students to contribute $750 towards their nationally recognised training.
All fee information and inclusions are outlined in our Pre-Enrolment course details.