New Zealand’s Biggest Mental Health Helpline Misses One in Four Calls

When you think of a trusted mental health helpline, Lifeline probably comes to mind first. But Aotearoa’s largest 24/7 helpline faces a challenge of its own as our suicide rates reach record highs and funding remains scarce.

In the past year, 668 New Zealanders took their own lives. This is the largest number of people to die from suicide since records began in 2007, and it is the fourth year in a row that the number has increased. Lifeline receives an average of six crisis calls a day from people in severe distress, double the amount it received three years ago.

Each month Lifeline receives 10,000 calls and 3,800 texts, but a critical lack of funding means the service now misses one in four of these phone calls, reports the NZ Herald. That’s 2,500 callers who go unanswered, only some of whom leave messages or are called back.

Despite being the country’s highest-profile helpline, Lifeline unsuccessfully tendered for government funding in 2015. The National-led government launched a new helpline called Need to Talk? in 2017. The fully funded service receives 2,300 call contacts and 2,500 text messages a month: a significant amount, but short of what Lifeline receives. Need to Talk? is one of five mental health and and addictions services alongside the Depression Helpline and the Earlier Mental Health Response Service (for people who call 111 in psychological distress), all run by the National Telehealth Service which was launched in November 2015.

In an attempt to gain funding, Lifeline is launching the largest campaign in the organisation’s 50-year history this week. Titled "The 72 Club", a play on the "27 Club" of famous artists who died too young, the helpline is appealing to the public for donations to help cover costs, seeking a lifeline of its own. You can donate here.

Need to talk?
Free call or text 1737 any time for support from a trained counsellor
Lifeline – 0800 543 354 or (09) 5222 999 within Auckland
Suicide Crisis Helpline – 0508 828 865 (0508 TAUTOKO)
Healthline – 0800 611 116
Samaritans – 0800 726 666
Depression.org.nz