He called from school. At 17, he was bright and well-spoken, already connected to professional support. Yet he felt completely without hope.
He had a plan. Written goodbye notes. Friday after school, when his father would be out.
Suzanne listened. She connected him to his psychologist, helping him find safety. She doesn't know how his story ended. But she hopes. She prays.
Why Suzanne volunteers
It was moments like this that led Suzanne to Lifeline.
Near the end of the pandemic, she saw an ad for Lifeline Sydney & Sutherland Crisis Supporters. She'd finished her paid work and felt drawn to make a difference. Her Christian faith pointed her toward those struggling with mental health – toward the kind of loneliness that can swallow someone whole.
She was also driven by personal tragedy. Her larger-than-life family member – gregarious, outgoing, the kind of person who filled every room – had died by suicide.
"I'd never have been able to tell that from how he presented himself," Suzanne reflects. "You really never know what people are going through."
The privilege of listening
Three years into her role as a Crisis Supporter, Suzanne has fielded calls that stay with her long after the phone goes quiet.
What keeps her coming back to her Wednesday afternoon shift is hearing the change in someone's voice. The crying that stops. The distress that lifts, even just for a moment.
"It's a real privilege to sit in that gap for people," she says. "Just to be a warm, kind, understanding voice on the other end of the phone."
Many callers are profoundly isolated. They don't have someone who'll listen without judgement – someone who sees their story as theirs alone.
Learning to listen
Suzanne has learned to set aside her instinct to fix, to problem-solve. The training taught her that callers are the experts of their own lives.
Her job? To listen. To help them remember their strengths. To walk alongside them toward safety.
After difficult calls, she goes home and prays for the person on the other end of the line.
"Sometimes I think maybe they've never had anyone ever pray for them," she says. "With Jesus, there's always hope."
Every Wednesday, Suzanne is there. Ready to listen. Ready to care. Ready to be the voice that says: you matter, and you're not alone.
Could you be a Crisis Supporter?
Lifeline Sydney & Sutherland is always looking for compassionate people to join our team of volunteer Crisis Supporters.
Learn more about volunteering with Lifeline Sydney & Sutherland
In crisis?
If you or someone you know needs support, Lifeline is available 24/7.
Call 13 11 14 or visit lifeline.org.au
