Lifeline Text


With funding from the Department of Health, Lifeline Australia engaged SVA Consulting to support the design and development of a pilot crisis support service that utilises text messaging. Throughout the project, Lifeline wanted to ensure:

  1. That service outcomes were clearly defined
  2. That the voice of vulnerable end-users (i.e. help seekers) was heard and incorporated into the design of this new service, and
  3. That a sustainable business model and practical implementation plans were developed. 

Role we played

SVA Consulting worked in partnership with Lifeline’s team and Today, a human centred design agency, to deliver: 

  • A detailed logic model and set of deep insights from design research with end-users (both workforce & help seekers) to inform the service offer 
  • An agreed business model for Lifeline Text within Lifeline Australia 
  • A detailed set of implementation plans across nine project work streams 
  • Demand and financial modelling including the workforce model and flagging indicative fundraising requirements for Lifeline Text over the next three years 
  • A detailed ethics application to the Department of Health Human Research Ethics Committee 


The strategy has been endorsed, the appropriate governance structure and implementation plans have been established and the needs of the end-users are better understood. The pilot commenced in mid-2018 in two priority locations across Australia and early results indicate that the service is meeting help seeker needs.