Lived experience engagement
Our purpose is to ensure that lived experience perspectives and expertise are valued across Lifeline Australia’s activities.
Lifeline Lived Experience Framework
Lifeline recognises the immense value the involvement of people with lived experience brings to our organisation and the work we do. We are committed to bringing in and incorporating the voices of people with lived experience to enhance outcomes for people seeking our services.
In June 2025 we launched a Lived Experience Framework to underpin our work. The co-development of a Lived Experience Framework is an important step to document this commitment to ensure all involved have a consistently positive experience across a range of engagement mechanisms.
The Framework aims to ensure a consistent, positive experience for participants and staff in all lived experience engagements, valuing lived experience and integrating it into Lifeline Australia’s activities. It will serve as the overall approach to all current lived experience mechanisms, and any new ones created in the future.
This section describes the key elements of the Lifeline Australia Lived Experience Framework diagram.
Central Purpose
The central purpose of the framework, displayed in an arch shape, is: "To ensure that lived experience perspectives and expertise are valued across Lifeline Australia's activities."
Seven Key Principles of the Framework (listed clockwise from top):
- Purposeful: Engagements have clear goals and contribute to Lifeline's mission.
- Promotes Agency: Individuals are empowered to have a say and make choices in their involvement.
- Adaptable: The framework can be adjusted to suit different contexts and needs.
- Iterative: It allows for continuous learning and improvement based on feedback.
- Collaborative: Working together with lived experience individuals is central to its operation.
- Inclusive: It ensures diverse voices and experiences are welcomed and heard.
- Safe and Strengths-Based: Environments are created where people feel secure and their unique strengths are recognized.
Underpinning Elements / Foundations of the Framework:
These elements support the framework and are shown below the arch of principles:
- Leadership and Culture
- Capability of Lifeline staff and people with lived experience
- Resources to support engagement
- Framework governance
The purpose of the Framework was developed through in-depth consultations and co-development sessions with a range of stakeholders, including people with lived experience who currently engage with Lifeline. The Lived Experience Framework is intended to ensure:
- A consistent and positive experience for people with lived experience who participate in engagements and for Lifeline staff who coordinate the mechanisms and opportunities.
- The perspectives of people with lived experience inform Lifeline’s strategic decisions and service design and improvement through a range of engagement mechanisms.
- Continuous improvement of how Lifeline offers and facilitates lived experience engagement.
- Our strategy to “transform the experience of help heekers” is realised.
For more information, you can read an overview of the Framework here.
A tailored engagement approach
New and existing ways of working with lived experience will continue and will be guided by the Framework to ensure consistency and adherence to its principles.
We will enhance our engagements through a distributed model that embeds lived experience throughout the organisation. The Framework will ensure we understand where each mechanism adds value, provide support for groups to complement each other, and ensure strong communications and governance.
This diagram illustrates various ways people with lived experience engage with Lifeline, all connected to the overarching Lifeline Australian Lived Experience Framework.
Core of Engagement: People We Serve
At the very center of the diagram are 'people we (Lifeline Australia) serve', representing the individuals whose lived experiences are central to Lifeline's work.
Main Engagement Categories (Flowing Out from the Center):
The diagram shows a circular structure around 'people we serve', divided into three main categories of engagement mechanisms, each with specific examples:
1. Lifeline Australia Advisory Groups
Description: People with lived expertise will provide strategic advice based on systems-level understanding of suicide prevention and the needs and experiences of people with lived experience.
- LLA Lived Experience Advisory Group
- Specialised Advisory Groups
- External Advisory Groups
2. Lifeline Australia Public Communications Programs
Description: People with lived experience will bring a willingness to share their story.
- Advocates program
- Story library
- Ambassadors program
3. Lifeline Australia Service User Input
Description: People with lived experience will bring relevant experiences or needs.
- Ad hoc focus groups
- Lifeline Voices
Additional Engagement Mechanisms: Lifeline Member Groups
To the left of the main circular diagram, there's a separate section for:
- Lifeline Member groups
- Other Member mechanisms
Description: People with lived experience will bring community expertise and geographical connection.
Overarching Foundation
Underpinning all these engagement mechanisms is the 'Lifeline Australian Lived Experience Framework', shown as a base supporting the entire structure.
Important Note:
Although the Framework will not directly govern Member Groups, Members may use it to inform how they engage with people with lived experience.
Find out more about our Lived Experience Advisory Group, who provide lived experience guidance to Lifeline. This group supports the design, implementation, and evaluation of Lifeline Australia’s policy, research, and practice through respectful and collaborative engagement.
Lifeline Voices is an initiative where people with different lived experiences can share feedback and stories to help us improve Lifeline’s support services. By adding your voice, you can help us shape more compassionate, effective supports for everyone who needs them – now, and in the future.
If you're interested in joining, you can find out more here.
Holding on to Hope a podcast is where real people share their stories of personal lived experience of suicidality, offering hope and inspiration to others.