Oral Presentation (max 20 mins) National Suicide Prevention Conference 2025

Frequent callers still not a 'problem to solve' evaluation of an LGBTIQ+ Peer Support Helpline (#19)

Sophie Potter 1 2 , Maria Tchan 1 , Jaye Edwards 1
  1. LGBTIQ+ Health Australia, Sydney, NSW, Australia
  2. Centre for Impact and Change, Sydney, NSW, Australia

This presentation will provide an update on the evaluation of QProgram, an innovative approach that supports 'frequent callers' to QLife, an LGBTIQ+ Peer Support Helpline. This follows the 2024 Presentation at the National Suicide Prevention Conference, ‘Not a problem to solve’.

As outlined in our 2024 presentation, QLife does not view frequent callers as a ‘problem to solve’. Our pilot, QProgram exemplifies a shift towards adaptive services that can meet individuals' complex needs while maintaining appropriate boundaries for peer-led support.

The program evaluation employed a mixed methods design to assess the process, outcome, and impact on participants' well-being, with a particular focus on suicide prevention within LGBTIQ+ communities.  The comprehensive methodology includes a longitudinal analysis of participant data, a cross-sectional satisfaction survey, and qualitative interviews with both participants and staff.

Interim evaluation findings highlight the importance of LGBTIQ+ specific programming and peer-led support. This work is expected to contribute to the growing evidence base for innovative approaches to supporting individuals who frequently access crisis services.

We will present and discuss the following:

  • participant satisfaction rates and their well-being outcomes, as measured by standardised tools (SIDAS, K6, and the Recovery Star);
  • qualitative insights on the effectiveness of the peer support model and its role in addressing complex, high-risk issues;
  • challenges and opportunities for QProgram service improvement, including resource allocation, staff training, and self-care strategies for peer support workers;
  • how QProgram's person-centred, LGBTIQ+trauma-informed approach has transformed service delivery, moving beyond frequency reduction goals to focus on meaningful engagement and support;
  • lessons learned, best practices, and recommendations for other services looking to implement similar models.

This presentation will aim to challenge existing paradigms and, showcase an evidence-based alternative and contribute to the broader conversation on creating more responsive, empathetic, and effective support structures within the mental health and suicide prevention sectors for marginalised communities.