Lifeline Central Victoria and Mallee is answering 10,000 more calls per year than it was before the pandemic.
Executive officer Lisa Renato says demand for Lifeline's services has "increased exponentially" since COVID-19 hit with the centre answering 18,000 calls a year.
She believes the surge in demand reflects the need for crisis support within the region.
"In 2020, 84 people died by suicide in central Victoria and Mallee," Ms Renato said.
"There was a significant increase in hospitalisations for intentional self-harm in that same time, up to 184 in the past year, just in our region.
"That's really worrying, and I think that aligns perfectly with what we're seeing on the phones and what we're seeing in our counselling service."
The centre is seeking more volunteers to take calls on the 13 11 14 crisis support service.
Lifeline Central Victoria and Mallee is launching a fundraising campaign to raise $35,000 in a bid to recruit and train 10 new volunteers.
'People are reaching out more'
Calls to the 13 11 14 service are answered by almost 11,000 volunteers based in 41 Lifeline centres around the country.
Lifeline Central Victoria and Mallee's service area spans from Kyneton to Mildura.
In addition to answering calls to the crisis support hotline, the local centre provides free short-term counselling for people aged 15 to 35.
It also offers a suite of training programs, including suicide intervention and mental health first aid.
"Here at the call centre in Bendigo we have almost 80 volunteers who very generously give almost 7,000 hours a year," Ms Renato said.
"The demand for our services is ever growing — we don't see that receding anytime soon.
"When people are experiencing their darkest moments is when they need us, so it's great that we can be there for them."
Ms Renato said there were several reasons why the centre had gone from answering about 8,000 calls a year pre-pandemic to 18,000.
"People are reaching out more, they know it's OK not to be OK, and to reach out and say, 'I need some help', which is wonderful," she said.
The centre has also made a concerted effort to recruit and train more volunteers.
Line open for loved ones
The 13 11 14 service is not just for people at risk of suicide.
"That's a big part of what we do, and a large portion of the calls we take are for that," Ms Renato said.
"But we really want people to call long before they get to that point.
"Lifeline's 13 11 14 isn't just for people who are experiencing crisis, but people who might want to help someone who is experiencing crisis."
Suicide prevention advocate Alannah McGregor said she had learned more about the service since the deaths of two of her children.
Stuart and Angela both died by suicide 20 years ago this year.
"My son did ring Lifeline many times, and they did help him each time," Ms McGregor said.
"But I had no idea that myself, my husband, and my daughters could have called Lifeline to help us cope with the crisis he was going through and how that affected us."
Ms McGregor said her son was affected by workplace bullying.
She said Angela took her own life after seeing the impact of bullying on her brother.
Stuart died by suicide the following month.
"I always assumed Lifeline was just for someone who was suicidal, but that's not the case," Ms McGregor said.
"As in everything, it's always best to get somebody's help before it becomes a crisis."
Why Lifeline needs funds
It takes about 12 months to train a Lifeline volunteer, and the process costs the centre about $3,500 per recruit.
Crisis supporters volunteer 156 hours of their time per year on average and answer about 310 calls.
Ms Renato said training recruits was the highest cost to the organisation.
"That's why it's so important for us to raise funds," she said.
"About 75 per cent of the funds we need to operate every year, we have to generate by ourselves.
"Lots of people don't realise that."
A new fundraising campaign called Hello for Hope is intended to support the centre's growth.
"Hello for Hope asks local businesses, community organisations, or just individuals to put their hand up and do a fundraising initiative in the week leading up to World Suicide Prevention Day, which is September 10," Ms Renato said.
Lifeline Central Victoria and Mallee hopes the campaign, which starts on September 5, will become an annual fixture.
"We know 10 volunteers can contribute an additional 1,560 hours on the phones," Ms Renato said.
"That usually equates to around an additional 3,120 calls answered in the year.
"We know that that saves lives."
