Lifelines dig deep into the data

Lifelines support people in the most difficult moments. The Crisis Support Line calls every 30 seconds to ensure that no one is faced during the most difficult times alone. The organization provides 24-hour access to trained volunteers who listen indiscriminately and are committed to keeping people safe. Still, in Australia, nine people die from suicide a day. This is more than double the toll on the road.

Lifeline is currently constantly working to improve results, looking at the data to better understand the problems faced by endangered people and the type of support best suited to a cohort of specific people. Is facing.

By providing key mental health researchers with secure access to anonymous data on lifeline interactions, the organization wants to gain insights that empower 5,000 volunteers. It provides the best tools to support people who talk face-to-face, such as by phone or phone. online.

Use the newly developed PowerApp to collect anonymous data from Lifeline calls, create secure cloud-based data lakes to provide anonymous datasets to researchers, and eventually implement voice-to-text transcription If you take a multi-faceted technology approach, such as: Lifeline We want to improve the outcomes of people who use our services in times of crisis or personal difficulties.

Lifeline, in collaboration with Microsoft partner Data Addiction, has developed a secure data platform that can act as a research hub and is securely controlled by senior researchers at the Black Dog Institute, NSW University, and the University of Canberra. Provides access. By analyzing the data collected from this important source, mental health professionals can uncover insights that can be shared with lifeline crisis supporters and provide the best possible support to those calling the service. I want to.

The Research Hub is designed to give you access to curated data for analysis in Azure, using the reporting and analysis tools of your choice.

This is important, said Mark West, head of the Lifeline Architecture and Insights team.

“If you’re repairing a house, I don’t think the plumber will stand up and tell you what tools to use and what to do.

“That is, empowering them and working with researchers so they can get to work, but we know that we have anonymized the data and categorize it. I chose and passed it on to the study. It’s a hub, so it’s safe and secure, “he said.

Increased data collection

West explains that as part of a broader digital transformation program, organizations are expanding their data collection with information from calls, texts and chats. As part of its modernization, Lifeline has chosen Azure as its data platform and follows Microsoft’s latest data architecture guidelines.

Work together Data addiction To ensure that the privacy of lifeline clients is maintained, we have implemented a solution that can provide anonymous data to certified researchers with a high level of security through a research hub.

At the same time, with access to more comprehensive data collection, Lifeline is expected to be able to optimize employee management. For example, data analysis can help predict when demand for lifeline services will skyrocket, register the right number of crisis supporters, and ultimately meet the needs of those seeking help.

Rising demand

Led by Dr. Unablex Lifeline Research Foundation He explained that demand for lifeline services has grown significantly in recent years. Due to the wildfires of 2019-2020, the number of telephone calls has increased rapidly. The ongoing pandemic means that organizations are consistently addressing 25% more demand than they faced a few years ago.

“There was no more important time for lifelines to make sure we were there for people,” Brooks said.

“The challenge was to be able to introduce a process that would answer the calls and allow them to be much thicker and answer faster when they arrived. This was with organizations like data addicts. That’s why our cooperation is so important to us.

“We really want to make sure we can answer these calls quickly and with the greatest positive impact,” she said.

Lifelines also anticipate a long-lasting long-tail of demand as people address ongoing pain, financial difficulties, relationship concerns, or mental health issues.

The new PowerApp, developed by Data Addiction in 6 days, is specially designed to support Lifeline’s call coaching. Shift supervisors and call coaches can use the app to listen and collect data and provide lifeline crisis supporters with advice on how to best support people.

West hopes that the data from the app will be integrated with Lifeline’s broader data collection and made available to researchers.

Brooks said: , If there is a pattern of people reaching out to us.

“Some people use the service reasonably often to see if this type of contact is qualitatively different from those who use the service only as a one-time support mechanism.

“We want these key researchers to look at the data and tell us about the patterns that are unique to those contacts. As a result of implementing this project, our crisis relief services are using it. We want to be able to continue to best meet our needs, “says Brooks.

She sees the data platform as a potential foundation for adopting a more “sentinel” approach to suicide prevention and mental health.

Impact data

According to Data Addiction Principal Sunny Rehill, providing secure access to certified researchers was a priority.

“This is the most sensitive data you may encounter. It’s more sensitive than credit card data because people are exposing their souls.

“I was able to do this by leveraging the Azure stack and using the Windows Virtual Desktop environment to ensure a robust and secure mechanism for researchers to make that data available, and I. We can rest assured that they cannot extract that data without proper checking and action, “Rehill said.

According to Brooks, the comprehensive goal is to collect and analyze data to help people.

“Lifeline DNA is the connection between humans. We support people in the most difficult moments through the connection between people.

“Whatever tool we can use … all we do is provide person-to-person contact and connection.”

Image Credit: © / au / Gajus

Lifelines dig deep into the data

Source link Lifelines dig deep into the data

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