The psychological aspects of helpline interactions and help-seeking behaviours to develop strategies to enhance user experience and emotional support.

  • McNaney, Roisin (Primary Chief Investigator (PCI))
  • Connolly, Kieran (Chief Investigator (CI))
  • Lubman, Dan (Chief Investigator (CI))
  • Kay, Liam (Associate Investigator (AI))

Project: Research

Project Details

Project Description

Turning Point is a renowned addiction treatment and research centre specialising in the prevention, treatment, and support services for individuals affected by substance use disorders, gambling addiction, and mental health issues. Turning Point operates a network of 26 helplines across the country, ensuring accessible and immediate support for individuals in need. These helplines serve as a vital resource for individuals seeking assistance, information, and guidance related to addiction and mental health concerns.

The helplines at Turning Point are staffed by trained professionals who offer compassionate support, active listening, and evidence-based advice. These dedicated helpline operators play a crucial role in providing essential information, crisis intervention, and referrals to appropriate services based on the individual's needs. They handle a wide range of inquiries, from general inquiries about addiction and mental health to urgent situations requiring immediate intervention.

By partnering with Turning Point's helpline service, students on the Next Generation of Graduates in AI in Mental Health program will have the opportunity to enhance the capabilities of these helplines using data driven and interdisciplinary approaches. The broader goals of the project will be to empower helpline operators with intelligent systems, improve user experience by understanding the help-seeking behaviours of callers, and enhance psychological support techniques as a result, ultimately enabling Turning Point to deliver even more effective and efficient assistance to individuals across the country.

The student will conduct research on the psychological aspects of helpline interactions and help-seeking behaviours to develop strategies to enhance user experience and emotional support.
Short titleCSIRO Next Generation
AcronymCSIRO Next Generation
StatusActive
Effective start/end date1/05/241/11/27