A special calling: Lifeline volunteers give the gift of hope at the loneliest time of year

Growing up, Michelle Evans’ family home was always open to anyone who was alone on Christmas Day, so she understands just how vital it is to provide support and help people feel connected over the festive season.

After manning the phones for the first time last Christmas, she is again looking forward to volunteering in the Lifeline Canberra phone room on Christmas Day and New Year’s Eve.

“Christmas can bring up a lot of issues for people, and loneliness is a huge thing,” she said.

“It’s always been a time of giving in my family, and I feel like I’m able to support people from the Lifeline phone room like I did growing up.

“To be able to make a little difference in the lives of people who don’t have family, or are feeling alone, is probably the most rewarding thing I’ve ever experienced.”

Michelle said the kind voice of a Lifeline Telephone Crisis Support volunteer could bring a bit of Christmas cheer to those who needed it most, and one particular call made her day last Christmas.

Working in the Lifeline phone room can be rewarding and also pretty tough, but the volunteers are there to support each other. During the holiday season, they put up a Christmas tree, decorate the space and share treats when they have a break between calls.

“Being on those phone calls is hard. But it’s really special at that moment when you can see that shift in someone’s feelings,” Michelle said.

“Knowing that you’re being there for someone and you’re just a tiny bit of making someone’s day better, that is just so powerful. It’s really grounding to see so many perspectives and what people are going through.”

Michelle said for some, Christmas was “a bit like ripping a Band-Aid off and opening the wound”.

“Feelings of loss, anger, sadness and hopelessness can rise to the surface,” she explained.

“When you come off a call with someone in crisis, it can be quite draining. I’m so lucky that Lifeline provides such great support. The staff, the other teammates and the beautiful crisis volunteers are so supportive of each other.

“Over Christmas, there’s such a warm atmosphere in the phone room, and the way it’s decorated really boosts the vibe and atmosphere.”

Michelle said many Canberrans needed support beyond Christmas and into the new year.

“We take a lot of calls on New Year’s Eve, which has a similar vibe in the sense that a lot of feelings get brought up when the year is ending. People have a lot going on and it can be a really hard time,” she said.

“Being in that room made last new year really special for me, knowing that I could share that time with people.

“I would much rather be on the phones again this year because it was such an impactful experience.”

Michelle works as a primary school learning support assistant and is studying to become a social worker. She said the skills she had gained as a crisis support volunteer were “amazing” and would be invaluable in her future career.

“I was a bit nervous when I first started, but the training really flipped my views about how to be empathetic and to really listen,” she said.

“The skills I’ve learnt impact every area of my life. I feel so blessed to have the opportunity to work with such an amazing group of people, who are all helping and supporting me to grow.”

She encouraged Canberrans to continue supporting Lifeline Canberra and consider becoming a Telephone Crisis Support volunteer.

“A great Christmas gift idea is to gift Lifeline the funds to make a crisis call,” she said.

“Now that I’m in the phone room, I can see first-hand how impactful those calls are and how they really do help save lives.”

Each day, trained Lifeline volunteers take almost 100 calls from Canberrans from all walks of life, and that number increases over the Christmas period. Despite their best efforts, one Canberran is lost to suicide every week.

For each life lost to suicide, it is estimated that 135 people are impacted, including family, friends, colleagues and first responders at the time of death. Furthering its mission, Lifeline Canberra provides a Bereaved by Suicide Support Group for those mourning the loss of a loved one to suicide.

Head to the Lifeline Canberra website to make a donation, inquire about becoming a volunteer or learn more about its services.

If you are experiencing a crisis, help is available 24/7 on 13 11 14.

If it is a life-threatening emergency, call triple zero.