PHONE WOES

Technology slows down opening of the new Lifeline office in Dubbo...

LIFELINE Central West in Dubbo is poised to open a new expanded call centre which will sup-port on average 1000 callers a month, but their state-ofthe-art phone system isn’t compat-ible with the NBN system.

“We chose the building because it had NBN to the door,” a frustrated Lifeline Central West executive director Alex Ferguson told Dubbo Photo News.

Allegedly the problem is with the Telco issuing the phones, not NBN Co.

“It is very important for people to be aware that NBN is a wholesaler, which means we don’t sell services to homes and businesses,” nbn local media advisor Lynette Keep said.

“Should you experience issues with your NBN service, you will see that our ads direct you to contact our retail partners, as this is where you buy your phone or internet services,” Lynette said.

Resorting to undisclosed ‘old school’ technology, Lifeline Central West is eager to forge ahead regardless, ever mindful of the importance of their services to supporting those in need.

The call centre currently has nine confirmed volunteers signed on which is hoped to grow to around 18, however the long-term goal is 60 volunteers in Dubbo, which would allow Life-line Central West, with call centres also in Bathurst and Orange, to answer well over 3000 calls a month.

“If anybody’s got an interest at all just ring the main switchboard on 1300 798 258. We’ll send out an information kit and have a chat to you about the role.

“It’s not the sort of place you put 18-year-olds because they can’t cope. Having lived experi-ence helps (because) our stuff is pretty tough sometimes.

“We would have probably twice as many female volunteers as males, for no particular rea-son, but they are good listeners and may have brought up children, so their lived experience is vast,” Alex said.

Training to become a volunteer takes eight weeks at a couple of hours a week. “There is an e-learning component and you can do that in the training facility at the new premises when it opens. To begin with, the first 16 hours of phone time is done under very close supervision. A volunteer is looking at around two hours a week,” he said.

“In the million calls we do a year, 65 per cent are female. When it comes to self-harm it’s the opposite, 76 per cent are male.

“When you look at domestic violence, not always, but in most cases, the male is the insti-gator. We do have a significant male problem,” Alex said.

We’ve got a “Boys Day Out” at the Dubbo Turf Club racetrack on May 6 to create a conver-sation with males about stopping hurting themselves, stop clamming up like the proverbial brick, and letting them know that help is available.”