INFORMATION SHEET
Background
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1 800RESPECT is the National Sexual Assault Domestic Family Violence Counselling Service.
The Australian Government Department of Social Services has contracted Medibank Health
Solutions (MHS) to manage 1 800RESPECT since it commenced in 2010.
1 800RESPECT is a confidential online and telephone counselling, information and referral
service available 24 hours, seven days a week. It provides high-quality support to anyone
impacted by sexual assault, domestic or family violence, their families and or friends.
Workers and professionals in a range of frontline organisations can also call 1 800RESPECT or
visit 1 800RESPECT.org.au for information, guidance or support.
As part of the 1800RESPECT service callers have access to specialist trauma counselling. MHS
subcontracts Rape and Domestic Violence Services Australia (R&DVSA) to deliver this
service.
The 1800RESPECT remit extends beyond the telephone and online component of the
service.
1 800RESPECT has a capacity building mandate and provides resources for frontline workers,
specialist and non-specialist sectors, and the community to respond effectively to violence.
This includes important digital resources, apps, tools, educational webinars and awareness
raising campaigns.
1 800RESPECT works in partnership with the domestic violence and sexual assault sector to
improve access to a range of specialist services.
With increasing public awareness of domestic and family violence, calls to 1800RESPECT
have grown significantly over recent years. Since its establishment in 2010, call volumes
have grown from an average of 1,000 calls per month to over 6,000 calls in peak periods.
With ongoing promotion and awareness of the service this growth is expected to continue.
In September last year, as part of the Australian Government’s Women’s Safety Package, $5
million was allocated to 1800RESPECT to respond to the growing demand for the service. As
part of the new funding an independent review of the service was undertaken by KPMG. The
review explored how 1 800RESPECT could manage increasing demand, and address the high
call wait times and abandonment rates, that were putting women at risk.
Following an extensive review it was recommended that 1800RESPECT implement a first
responder triage model to ensure all calls are answered quickly, and callers get the help they
need, when they need it.
1 800RESPECT launched the first responder service model on 16 August 2016.
The new service model is staffed by experienced and qualified counsellors with a minimum
degree level qualification in relevant fields, training in trauma-informed practice, and no less
than two years full time counselling experience. Under the new model callers also have
improved accessibility to specialist trauma counsellors provided by R&DVSA due to
dramatically improved call wait times and a warm transfer process.
Sector and community feedback has been overwhelmingly positive about the performance
and quality of the new service. This is backed by compelling data.
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The new model was overseen by the Implementation Clinical Advisory Group made up of
experts across many sectors representing our diverse users and ensuring the model is user
informed. Feedback channels have also been incorporated into the system as part of the
continuous improvement program.
Dramatically improved performance
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The data demonstrates a dramatic improvement in call wait times and abandonment rates
that previously presented an unacceptable risk those needing to access the service.
80 percent of calls to 1800RESPECT are now answered by a counsellor in just 20 seconds.
In 2015-16 the average wait time was over 10 minutes. Since the introduction of the new
model (September – November 2016) the average call wait time has dropped by almost 95
percent to just 35 seconds.
In 2015-16 the call abandonment rate (calls not answered) was 44 percent. Since the
introduction of the new model (September – November 2016) this has dropped to just 5.5
percent.
In 2015-16 the number of calls answered was just 2,675. Since the introduction of the new
model (September to November 2016) this has increased to 14,883. This means more callers
got the support they needed quickly.
As a result of the improved performance more callers are now getting through in their first
attempt and we have seen a decrease in repeat call attempts.
Media contact or queries to Kelli Browne by phone 0418 356 189 or email
[email protected]
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