The SANE Help Centre provides counselling and support to adults affected by complex mental health issues. This includes people living with complex mental health issues, their carers, family and friends, and mental health professionals.
In 2020 SANE Australia conducted the first formal evaluation of the Help Centre, including its helpline, webchat, and email services.
The goal of the evaluation was to better understand who uses the Help Centre, why they use it, how it benefits them, and how satisfied they are with the service.
During August to September 2020, we surveyed people that had used the Help Centre in the last year (i.e., service users). We also conducted interviews to gain a deeper understanding of how service users engaged with the Help Centre.
Information captured through our routine data collection was also used to understand the reach of the Help Centre.
The study team wish to give heartfelt thanks to everyone who participated in this evaluation study, in particular the people that use and support our services.