Kids Helpline Insights 2015 NATIONAL STATISTICAL OVERVIEW

Transcription

1 Kids Helpline Insights 2015 NATIONAL STATISTICAL OVERVIEW s t h g g i s n n u I Y Int ple in e P tralia s u A

2 Abbreviatins Acknwledgements Recmmended citatin:

3 Cntents Cntents... iii Index f Tables and Figures... vi Executive summary... viii 1. Intrductin Kids Helpline cunselling and supprt service... 3

4 3. Kids Helpline website Kids Schl Kids Helpline 2015 client satisfactin and utcme survey A statistical snapsht f 25 years f service t the cmmunity Cnclusin... 67

5 8. Appendix References... 75

6 Index f Tables and Figures Tables Figures

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8 Executive summary Abut this reprt Kids Helpline cunselling and supprt service Service demand and respnsiveness

9 Wh cntacted the service? Type f help-seeking Medium f cntact Mst cmmn cncerns f children and yung peple seeking cunselling

10 Referral t further supprt and duty f care interventins Children and yung peple seeking cunselling fr particular issues

11 Mental health Suicide Self-injury Cunselling cntacts experiencing significant mental health issues Kids Helpline website Service demand

12 Key cncerns f website visitrs Demand fr Tips & Inf Referrals frm ther websites Emerging themes f cncern Kids Schl prgram

13 Kids Helpline annual client satisfactin and utcme survey Methdlgy Key findings Sample Type f engagement with Kids Helpline in the last 12 mnths Perceived impact f Kids Helpline cunselling and supprt service Perceived impact f Tips & Inf tpics Overall satisfactin Twenty-five years f Kids Helpline a statistical snapsht Scale f services delivered Trends in demand fr cunselling vs. nn-cunselling supprt

14 Change in demgraphic prfile f cunselling cntacts Change and cntinuity in the issues f cncern t children and yung peple seeking cunselling Mst cmmn cncerns ver time Trend analysis f clients main cncern

15 Key themes frm the data Theme 1 Kids Helpline plays a multifaceted rle in prtecting yung Australians frm abuse and harm Theme 2 Cntinuing shifts in the nature f children and yung peple s help-seeking

16 Theme 3 Unique insights int the cntemprary help-seeking needs f yung Australians Theme 4 Critical imprtance f utcme evaluatin and client feedback

17 1. Intrductin 1.1 What is Kids Helpline? 1.2 What this reprt is abut and wh it is fr

18 1.3 Where t get mre infrmatin

19 2. Kids Helpline cunselling and supprt service 2.1 Service demand and respnsiveness Attempted/answered cntacts and respnse rates Unadjusted data

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21 Table 1. Attempted and answered cntacts by medium, state and year f cntact 1,2 Medium f cntact Phne Attempts % change Respnse Respnse Respnse in attempts Answered Attempts Answered Attempts Answered rate rate rate ACT 3,462 1,939 56% 3,450 1,994 58% 4,108 2,441 59% 19% NSW 119,559 68,838 58% 112,118 63,796 57% 113,447 65,281 58% -5% NT 1, % 1, % 2,482 1,396 56% 48% QLD 68,535 42,202 62% 58,640 34,249 58% 53,146 30,629 58% -22% SA 18,005 10,661 59% 21,211 12,657 60% 19,607 12,133 62% 9% TAS 7,165 4,351 61% 5,017 3,139 63% 5,748 3,812 66% -20% VIC 78,199 47,258 60% 74,657 43,812 59% 67,894 40,247 59% -13% WA 22,029 13,158 60% 23,577 13,294 56% 24,335 13,863 57% 10% All States 318, ,394 59% 300, ,752 58% 290, ,802 58% -9% Ph. type Mbile 234, ,609 59% 224, ,510 56% 223, ,886 57% -4% Landline 84,545 51,785 61% 76,192 47,242 62% 66,810 41,916 63% -21% Web chat ACT % 1, % 1, % 19% NSW 17,069 6,542 38% 17,748 7,735 44% 15,078 8,363 55% -12% NT % % % -17% QLD 8,923 3,470 39% 9,316 4,056 44% 7,929 4,461 56% -11% SA 2,947 1,083 37% 2,924 1,232 42% 2,646 1,515 57% -10% TAS 1, % 1, % % -11% VIC 12,945 5,520 43% 14,009 5,873 42% 12,472 6,848 55% -4% WA 3,363 1,242 37% 3,229 1,293 40% 3,215 1,757 55% -4% All States 47,335 18,678 39% 49,429 21,082 43% 43,464 24,115 55% -8% ACT % % % -15% NSW 7,289 7, % 5,306 5, % 4,500 4, % -38% NT % % % -77% QLD 5,261 5, % 3,884 3, % 3,230 3, % -39% SA 1,618 1, % 1,897 1, % 1,620 1, % 0% TAS 1,092 1, % % % -43% VIC 6,368 6, % 4,998 4, % 4,225 4, % -34% WA 1,918 1, % 1,664 1, % 1,406 1, % -27% All States 24,000 24, % 18,832 18, % 15, , % -34% All media ACT 4,653 2,513 54% 4,758 2,685 56% 5,429 3,293 61% 17% NSW 143,917 82,669 57% 135,172 76,837 57% 133,026 78,145 59% -8% NT 2,011 1,217 61% 1, % 2,659 1,510 57% 32% QLD 82,719 50,933 62% 71,840 42,189 59% 64,305 38,320 60% -22% SA 22,570 13,362 59% 26,032 15,786 61% 23,873 15,268 64% 6% TAS 9,277 5,914 64% 6,775 4,331 64% 7,278 4,920 68% -22% VIC 97,512 59,146 61% 93,664 54,683 58% 84,591 51,320 61% -13% WA 27,310 16,318 60% 28,470 16,251 57% 28,956 17,026 59% 6% All States 389, ,072 60% 368, ,666 58% 350, ,803 60% -10% 1. The data presented in this table are surced frm KHL phne, web chat and systems databases. 2. State breakdwns presented in this table vary slightly frm data reprted prir t 2014 due t the use f different extraplatin methdlgies. 3. In additin t 18,832 s received and respnded t in 2014, 544 utreach s were sent. 4. In additin t 15,886 s received and respnded t in 2015, 535 utreach s were sent.

22 Adjusted respnse rates fr phne excluding early drp uts (EDOs) Figure 1. Length f time until phne call t Kids Helpline abandned shwing early drp uts (EDOs) 2015 (N = 121,080) 1 60% 50% 53% 40% 30% 20% 20% 10% 0% 1-21 secs (EDOs) secs 10% secs 6% secs 3% secs 2% secs 6% 301+ secs Length f time befre phne call abandned 1. Data presented in this table are surced frm KHL phne system database. The number f unanswered calls reprted in this figure is slightly greater than that reprted in Table 1 due t the use f summary and unit recrd data in Table 1 and Figure 1 respectively. Table 2. Adjusted respnse rates fr phne taking int accunt early drp uts by year 1 Year All attempts All answered Respnse rate Early drp uts (EDO) Adjusted attempts Adjusted respnse rate , ,394 59% 48, ,079 70% , ,752 58% 54, ,859 71% , ,802 58% 64, ,308 75% 1. Data presented in this table are surced frm KHL phne system database.

23 2.1.2 Wait times Table 3. Mean wait-times fr attempted and answered cntacts phne and web chat cntacts by year 1 Medium f cntact Phne Web chat Mean wait time Answered cntacts (min:sec) % change Mean wait time Unanswered cntacts (min:sec) % change 2:06 1:54 1:28-30% 1:50 1:37 1:22-25% 59:44 41:04 24:22-59% 36:43 25:28 18:50-49% 1. Data presented in this table are surced frm KHL phne system and web chat system databases Demand fr service type cunselling vs. nn-cunselling cntacts Figure 2. Number f Kids Helpline cntacts (all ages) by year and type f service required 1 300, , , , ,000 Infrmatin, referral and ther cntacts Cunselling cntacts 50, Data presented in this figure are surced frm KHL s Recrd-a-Cntact database.

24 Figure 3. Prprtin f Kids Helpline cntacts aged 5-25 years seeking cunselling supprt by year 1 50% 40% 32% 33% 34% 30% 25% 24% 26% 20% 20% 18% 18% 20% 10% 0% Data presented in this figure are surced frm KHL s Recrd-a-Cntact database Direct client cntact time Figure 4. Direct cntact time in minutes by year: all Kids Helpline cntacts, cunselling cntacts and infrmatin, referral and ther cntacts 1 3,500,000 3,000,000 All cntacts (N = 2,615,518) Minutes 2,500,000 2,000,000 1,500,000 1,000,000 Cunselling cntacts (N = 638,156) Infrmatin, referral & ther cntacts (N = 1977,362) 500, Linear (All cntacts (N = 2,615,518)) 1. Data presented in this figure are surced frm KHL s Recrd-a-Cntact database.

25 Figure 5. Mean sessin duratin in minutes Kids Helpline cunselling cntacts by year 1 45 Minutes Data presented in this figure are surced frm KHL s Recrd-a-Cntact database Summary

26 2.2 Wh cntacted the service Figure 6. Kids Helpline cunselling and supprt service cntacts in 2015

27 2.2.1 Client characteristics in Trends in client characteristics

28 Gender 2 Female 112,217 77% 98,552 74% 89,952 71% Cultural backgrund 3 Abriginal &/r TSI 1,724 3% 1,443 3% 1,642 4% Table 4. Characteristics f Kids Helpline cntacts aged 5-25 years by year 1 Cntact characteristics 2013 (N = 209,004) 2014 (N = 209,004) 2015 (N = 205,286) n cl. % n cl. % n cl. % Male 33,125 23% 34,143 26% 35,930 28% Intersex, Trans & Gender Diverse <1% Ttal 145, % 132, % 126, % Unknwn 82,089 76,309 78,785 Age grup 5-12 years 9,371 8% 11,176 10% 12,824 12% years 63,281 56% 60,515 56% 56,857 55% years 40,505 36% 35,777 33% 33,946 33% Ttal 113, % 107, % 103, % <26 but age unknwn 114, , ,659 CALD 14,941 24% 16,699 32% 15,800 34% Neither ATSI nr CALD 45,356 73% 34,453 66% 29,288 63% Ttal 62, % 52, % 46, % Unknwn 165, , ,556 State ACT 2,207 1% 2,397 1% 2,979 2% NSW 74,877 36% 68,674 36% 70,977 37% NT 1,091 1% 881 0% 1,420 1% QLD 45,999 22% 37,973 20% 35,027 18% SA 12,111 6% 14,372 7% 13,855 7% TAS 4,997 2% 3,799 2% 4,325 2% VIC 52,689 25% 48,950 26% 46,711 24% WA 14,624 7% 14,627 8% 15,628 8% Ttal 208, % 191, % 190, % Unknwn 18,836 17,331 14,364 Remteness Majr Cities 44,125 67% 41,894 69% 41,554 69% Inner Reginal 15,315 23% 12,655 21% 12,734 21% Outer Reginal/Remte 6,598 10% 6,306 10% 6,348 10% Ttal 66, % 60, % 60, % Unknwn 161, , ,650 Relatinship with KHL First cntact 24,311 28% 23,669 29% 26,877 35% Occasinal/Onging supprt 62,030 72% 57,794 71% 50,539 65% Ttal 86, % 81, % 77, % Unknwn 141, , ,870 Medium f cntact Phne 185,517 82% 170,020 81% 166,225 81% Web chat 18,175 8% 20,469 10% 23,391 11% 23,739 10% 18,515 9% 15,670 8% Ttal 227, % 209, % 205, % 1. Where clumn percentages sum t mre r less than 100%, this is due t runding. 2. A new gender categry was intrduced int Kids Helpline data cllectin frm January TSI = Trres Strait Islander. CALD = culturally and linguistically diverse. ATSI = Abriginal and/r Trres Strait Islander

29 Table 5. Prprtinal state breakdwn f Kids Helpline cntacts in 2015 cmpared with the Australian ppulatin aged 5-25 years estimated at 30/6/2014 State Kids Helpline cntacts 2015 Australian residents aged 5-25 years 1 n cl. % N ( 000) cl. % ACT 2,979 2% 107 2% NSW 70,977 37% 2,011 32% NT 1,420 1% 75 1% QLD 35,027 18% 1,332 21% SA 13,855 7% 439 7% TAS 4,325 2% 135 2% VIC 46,711 24% 1,562 25% WA 15,628 8% % Ttal 190, % 6, % Unknwn 14, Ppulatin data frm Australian Bureau f Statistics

30 2.3 Type f help-seeking Cunselling and nn-cunselling cntacts in Types f assistance sught by nn-cunselling cntacts

31 Table 6. Characteristics f 2015 Kids Helpline cntacts aged 5-25 years by type f help-seeking 1 Cntact characteristics Gender Cunselling cntacts (N = 70,210 ) Infrmatin/referral & ther cntacts (N = 135,076) All cntacts (N = 205,286) n cl. % n cl. % n cl. % Female 53,749 79% 36,203 62% 89,952 71% Male 14,022 21% 21,908 38% 35,930 28% Intersex, Trans & Gender Diverse 461 1% 158 <1% 619 <1% Age grup Cultural backgrund 2 State Remteness Relatinship with KHL Ttal 68, % 58, % 126, % Unknwn 1,978 76,807 78, years 8,150 13% 4,674 12% 12,824 12% years 38,021 60% 18,836 47% 56,857 55% years 17,639 28% 16,307 41% 33,946 33% Ttal 63, % 39, % 103, % <26 but age unknwn 6,400 95, ,659 Abriginal &/r TSI 677 3% 965 4% 1,642 4% CALD 8,395 35% 7,405 32% 15,800 34% Neither ATSI nr CALD 14,754 62% 14,534 63% 29,288 63% Ttal 23, % 22, % 46, % Unknwn 46, , ,556 ACT 1,300 2% 1,679 1% 2,979 2% NSW 20,269 33% 50,708 39% 70,977 37% NT 360 1% 1,060 1% 1,420 1% QLD 12,616 20% 22,411 17% 35,027 18% SA 4,279 7% 9,576 7% 13,855 7% TAS 1,217 2% 3,108 2% 4,325 2% VIC 16,979 27% 29,732 23% 46,711 24% WA 5,011 8% 10,617 8% 15,628 8% Ttal 62, % 128, % 190, % Unknwn 8,179 6,185 14,364 Majr Cities 24,235 72% 17,319 64% 41,554 69% Inner Reginal 6,183 18% 6,551 24% 12,734 21% Outer Reginal/Remte 3,173 9% 3,175 12% 6,348 10% Ttal 33, % 27, % 60, % Unknwn 36, , ,650 First cntact 24,416 38% 2,461 19% 26,877 35% Occasinal/Onging supprt 40,007 62% 10,532 81% 50,539 65% Ttal 64, % 12, % 77, % Unknwn 5, , , Where clumn percentages sum t mre r less than 100%, this is due t runding. 2. TSI = Trres Strait Islander. CALD = culturally and linguistically diverse. ATSI = Abriginal and/r Trres Strait Islander

32 Figure 7. Type f assistance sught by nn-cunselling cntacts aged 5-25 years by year Nn-cnversatinal cntacts 31% 32% 36% Re-engagement r re-cnnectin 27% 36% 33% Other ways f engaging 22% 23% 24% Engage, cnnect, cnversatin Requesting a referral 7% 7% 6% 3% 3% 4% 2013 (N = 155,015) 2014 (N = 139,045) Asks fr infrmatin/resurces 2% 2% 2% 0% 10% 20% 30% 40% 50% Percentage f nn-cunselling cntacts with particular needs 2015 (N = 135,076) Trends in help-seeking

33 2.4 Medium f cntact Phne, web chat and cntacts in 2015

34 Cultural backgrund 2 Abriginal &/r TSI 1,524 93% 52 3% 66 4% 1, % Table 7. Characteristics f 2015 Kids Helpline cntacts aged 5-25 years by medium f cntact 1 Cntact characteristics Gender Age grup Phne (N = 166,225) Web chat (N = 23,391) (N = 15,670) All cntacts (N = 205,286) n rw % n rw % n rw % n rw % Female 58,798 65% 19,434 22% 11,720 13% 89, % Male 30,558 85% 3,386 9% 1,986 6% 35, % Intersex, Trans & Gender Diverse % % 73 12% % Ttal 89,700 71% 23,022 18% 13,779 11% 126, % Unknwn 76,525 97% 369 0% 1,891 2% 78, % 5-12 years 9,009 70% 1,925 15% 1,890 15% 12, % years 32,458 57% 16,510 29% 7,889 14% 56, % years 28,490 84% 4,308 13% 1,148 3% 33, % Ttal 69,957 68% 22,743 22% 10,927 11% 103, % <26 but age unknwn 96,268 95% 648 1% 4,743 5% 101, % CALD 13,242 84% 1,356 9% 1,202 8% 15, % Neither ATSI/CALD 25,566 87% 2,385 8% 1,337 5% 29, % Ttal 40,332 86% 3,793 8% 2,605 6% 46, % Unknwn 125,893 79% 19,598 12% 13,065 8% 158, % State ACT 2,343 79% % 76 3% 2, % NSW 61,498 87% 7,319 10% 2,160 3% 70, % NT 1,328 94% 64 5% 28 2% 1, % QLD 29,665 85% 3,817 11% 1,545 4% 35, % SA 11,933 86% 1,387 10% 535 4% 13, % TAS 3,699 86% 408 9% 218 5% 4, % VIC 38,846 83% 6,029 13% 1,836 4% 46, % WA 13,435 86% 1,493 10% 700 4% 15, % Ttal 162,747 85% 21,077 11% 7,098 4% 190, % Unknwn 3,478 24% 2,314 16% 8,572 60% 14, % Remteness Majr Cities 23,196 56% 15,029 36% 3,329 8% 41, % Inner Reginal 8,354 66% 3,214 25% 1,166 9% 12, % Outer Reginal/Remte 4,425 70% 1,337 21% 586 9% 6, % Ttal 35,975 59% 19,580 32% 5,081 8% 60, % Unknwn 130,250 90% 3,811 3% 10,589 7% 144, % Relatinship with KHL First cntact 17,303 64% 6,921 26% 2,653 10% 26, % Occasinal/Onging supprt 29,025 57% 12,057 24% 9,457 19% 50, % Ttal 46,328 60% 18,978 25% 12,110 16% 77, % Unknwn 119,897 94% 4,413 3% 3,560 3% 127, % Type f help-seeking Cunselling cntact 42,581 61% 16,481 23% 11,148 16% 70, % Infrmatin/Referral/ Other cntact 123,644 92% 6,910 5% 4,522 3% 135, % Ttal 166,225 81% 23,391 11% 15,670 8% 205, % 1. Where rw percentages sum t mre r less than 100%, this is due t runding. 2. TSI = Trres Strait Islander. CALD = culturally and linguistically diverse. ATSI = Abriginal and/r Trres Strait Islander

35 2.4.2 Trends in medium f cntact Figure 8. Kids Helpline cntacts aged 5-25 years medium f cntact by year and type f help-seeking 1 100% 80% 58% 61% 61% 60% 40% 20% 0% 93% 92% 92% 4% 4% 3% 3% 5% 5% 24% 19% 16% 18% 20% 23% 82% 81% 81% 10% 9% 8% 8% 10% 11% Infrmatin/referral/ ther cntacts Cunselling cntacts All cntacts Phne Web 1. Ppulatin sizes as fllws: Infrmatin/referral/ther cntacts N(2013) = 155,015, N(2014) = 139,045, N(2015) = 135,076. Cunselling cntacts N(2014) = 72,416, N(2015) = 69,959, N(2015) = 70,210. Where stacked bar percentages sum t mre r less than 100%, this is due t runding. Figure 9. Kids Helpline cunselling cntacts aged 5-25 years medium f cntact by year 100% 80% 60% Phne 40% Web 20% 0%

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37 Gender 2 Female Phne 77,263 69% 66,456 67% 58,798 65% Cultural backgrund 3 Abriginal &/r TSI Phne 1,428 83% 1,369 95% 1,524 93% Table 8. Characteristics f Kids Helpline cntacts aged 5-25 years by medium f cntact and year 1 Cntact characteristics Medium 2013 (N = 227,431) 2014 (N = 209,004) 2015 (N = 205,286) n cl. % n cl. % n cl. % Age grup Web 15,671 14% 17,247 18% 19,434 22% 19,283 17% 14,849 15% 11,720 13% Male Phne 28,432 86% 29,403 86% 30,558 85% Web 2,223 7% 2,876 8% 3,386 9% 2,470 7% 1,864 5% 1,986 6% 5-12 years Phne 6,478 69% 7,997 72% 9,009 70% Web 1,123 12% 1,447 13% 1,925 15% 1,770 19% 1,732 15% 1,890 15% years Phne 36,745 58% 35,821 59% 32,458 57% Web 13,013 21% 14,674 24% 16,510 29% 13,523 21% 10,020 17% 7,889 14% years Phne 34,124 84% 30,142 84% 28,490 84% Web 3,470 9% 3,643 10% 4,308 13% 2,911 7% 1,992 6% 1,148 3% Remteness Relatinship with KHL Web 157 9% 29 2% 52 3% % 45 3% 66 4% CALD Phne 12,251 82% 14,080 84% 13,242 84% Web 1,019 7% 1,150 7% 1,356 9% 1,671 11% 1,469 9% 1,202 8% Neither ATSI nr CALD Phne 39,034 86% 29,800 86% 25,566 87% Web 2,736 6% 2,257 7% 2,385 8% 3,586 8% 2,396 7% 1,337 5% Majr Cities Phne 27,779 63% 25,349 61% 23,196 56% Web 10,660 24% 12,547 30% 15,029 36% 5,686 13% 3,998 10% 3,329 8% Inner Reginal Phne 10,432 68% 8,601 68% 8,354 66% Web 2,680 17% 2,674 21% 3,214 25% 2,203 14% 1,380 11% 1,166 9% Outer Reginal/Remte Phne 4,545 69% 4,155 66% 4,425 70% Web 1,093 17% 1,193 19% 1,337 21% % % 586 9% First cntact Phne 15,234 63% 15,122 64% 17,303 64% Web 5,484 23% 5,694 24% 6,921 26% 3,593 15% 2,853 12% 2,653 10% Occasinal/Onging supprt Phne 34,889 56% 33,710 58% 29,025 57% Web 10,649 17% 11,619 20% 12,057 24% 16,492 27% 12,465 22% 9,457 19% 1. Where clumn percentages sum t mre r less than 100%, this is due t runding. 2. Only tw gender categries are shwn in this trend analysis as the third gender categry (intersex, trans, gender diverse) has nly been used since TSI = Trres Strait Islander. CALD = culturally and linguistically diverse. ATSI = Abriginal and/r Trres Strait Islander

38 2.5 Mst cmmn cncerns f children and yung peple wh received cunselling All cunselling cntacts Current perid Figure 10. Mst frequently recrded cncerns f 2015 Kids Helpline cunselling cntacts aged 5-25 years (N = 70,210) 1 Mental health cncerns 22% Family relatinship issues 19% Emtinal wellbeing 18% Dating & partner relatinships 11% Suicide-related cncerns 11% Friend/peer relatinships 10% Child abuse 7% Self-injury/self-harm cncerns Bullying 6% 6% Study & educatin issues 5% 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100%.

39 Trend analysis Figure 11. Mst frequently recrded cncerns f Kids Helpline cunselling cntacts aged 5-25 years by year (srted in descending rder f frequency f 2015 cncerns) 1 Mental health cncerns 22% 23% 22% Family relatinship issues Emtinal wellbeing 19% 19% 19% 18% 17% 18% Dating & partner relatinships Suicide-related cncerns Friend/peer relatinships Child abuse Self-injury/self-harm cncerns Bullying Study & educatin issues 11% 11% 11% 13% 12% 11% 10% 10% 10% 7% 7% 7% 9% 7% 6% 5% 5% 6% 5% 5% 5% 2013 (N = 72,416) 2014 (N = 69,959) 2015 (N = 70,210) 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100% By medium f cntact

40 Figure 12. Mst frequently recrded cncerns f 2015 Kids Helpline cunselling cntacts aged 5-25 years by medium f cntact (srted in descending rder f frequency f cncerns natinally in 2015) 1 Mental health cncerns Family relatinship issues Emtinal wellbeing 19% 24% 21% 21% 18% 19% 20% 19% 18% Suicide-related cncerns Dating & partner relatinships Friend/peer relatinships 6% 10% 12% 11% 11% 10% 11% 11% 9% Self-injury/self-harm cncerns Child abuse Bullying Study & educatin issues 9% 6% 7% 9% 8% 5% 7% 5% 6% 4% 6% 4% (N = 11,148) Web (N = 16,481) Phne (N = 42,581) 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100% By age grup

41 Figure 13. Mst frequently recrded cncerns f 2015 Kids Helpline cunselling cntacts aged 5-25 years by age grup (srted in descending rder f frequency f cncerns natinally in 2015) 1 Mental health cncerns 9% 21% 30% Family relatinship issues 11% 21% 30% Emtinal wellbeing 19% 17% 21% Dating & partner relatinships 2% 10% 19% Suicide-related cncerns 6% 12% 11% Friend/peer relatinships 7% 10% 14% Child abuse 3% 8% 13% Self-injury/self-harm cncerns 5% 4% 8% Bullying 5% 1% 18% Study & educatin issues Self-cncept (glbal) Lss & grief 3% 5% 4% 2% 4% 6% 4% 3% 4% 5-12 years (N =8,150) years (N = 38,021) years (N = 17,639) 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100%....

42 2.5.4 By gender Figure 14. Mst frequently recrded cncerns f 2015 Kids Helpline cunselling cntacts aged 5-25 years by gender (srted in descending rder f frequency f cncerns natinally in 2015) 1 Mental health cncerns Family relatinship issues 17% 19% 16% 17% 19% 23% Emtinal wellbeing 11% 19% 18% Dating & partner relatinships Suicide-related cncerns 5% 13% 10% 11% 10% 11% Friend/peer relatinships 3% 8% 10% Child abuse Self-injury/self-harm cncerns Bullying Study & educatin issues Sexual rientatin Gender/sex identificatin 5% 7% 7% 5% 3% 7% 3% 7% 5% 4% 5% 5% 8% 2% 1% 1% 0% Intersex, Trans & Gender Diverse (N = 461) Males (N = 14,022) Females (N = 53,749) 39% 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100%.

43 2.5.5 By age grup and gender

44 Figure 15. Mst frequently recrded cncerns f 2015 Kids Helpline cunselling cntacts aged 5-25 years by age grup and gender (srted in descending rder f frequency f cncerns natinally in 2015) years (N = 17,343) Mental health cncerns Family relatinship issues Emtinal wellbeing Dating & partner relatinships Suicide-related cncerns Friend/peer relatinships Child abuse Self-injury/self-harm cncerns Bullying Study & educatin issues 10% 11% 9% 11% 7% 6% 2% 4% 1% 5% 1% 1% 5% 4% 26% 23% 20% 20% 18% 32% years (N = 37,105) Mental health cncerns Family relatinship issues Emtinal wellbeing Dating & partner relatinships Suicide-related cncerns Friend/peer relatinships Child abuse Self-injury/self-harm cncerns Bullying Study & educatin issues 12% 9% 11% 12% 8% 11% 8% 8% 5% 9% 7% 5% 5% 5% 18% 22% 18% 22% 18% 18% Male Female 5-12 years (N = 7,924) 9% Mental health cncerns 9% 31% Family relatinship issues 29% 20% Emtinal wellbeing 19% 1% Dating & partner relatinships 2% Suicide-related cncerns 5% 6% 8% Friend/peer relatinships 17% 14% Child abuse 12% 2% Self-injury/self-harm cncerns 6% 19% Bullying 17% 3% Study & educatin issues 2% 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages fr gender within an age categry may sum t mre than 100%. Fr 5 12 year ld cntacts, N (males) = 1,829, N (females) = 6,095. Fr 13 t 18 year ld cntacts, N (males) = 7,345, N (females) = 29,760. Fr 19 t 25 year ld cntacts, N (males) = 3,802, N (females) = 13,541.

45 2.5.6 By cultural backgrund Figure 16. Mst frequently recrded cncerns f 2015 Kids Helpline cntacts aged 5-25 years by cultural backgrund (srted in descending rder f frequency f cncerns natinally in 2015) 1, 2 Mental health cncerns 22% 20% 26% Family relatinship issues Emtinal wellbeing 19% 17% 19% 19% 23% 22% Dating & partner relatinships Suicide-related cncerns Friend/peer relatinships 5% 10% 13% 11% 8% 8% 11% 11% 8% Child abuse Self-injury/self-harm cncerns Bullying Study & educatin issues Self-cncept (glbal) Lss & grief 12% 8% 6% 5% 3% 6% 9% 4% 4% 2% 9% 4% 3% 7% 4% 7% 3% 4% Abriginal and/r Trres Strait Islander** (N = 677) Culturally & linguistically diverse (N = 8,395) Neither ATSI nr CALD (N = 14,754) 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100%. 2. Interpret data fr Abriginal and/r Trres Strait Islander cntacts with cautin. These cntacts cmprise a very small subgrup f Kids Helpline cunselling cntacts. Mrever, the data presented pertain t cntacts, nt individuals, such that multiple cntacts may be received frm a single individual. Accrdingly, the data presented here in relatin t ATSI cntacts may nt be representative f the ppulatin f Kids Helpline service users frm Abriginal and/r Trres Strait Islander backgrunds.

46 By remteness

47 Figure 17. Mst frequently recrded cncerns f 2015 Kids Helpline cntacts aged 5-25 years by remteness (srted in descending rder f frequency f cncerns natinally in 2015) 1 Mental health cncerns Family relatinship issues Emtinal wellbeing 25% 25% 22% 18% 18% 20% 20% 17% 22% Dating & partner relatinships Suicide-related cncerns Friend/peer relatinships Child abuse Self-injury/self-harm cncerns Bullying Study & educatin issues 10% 9% 8% 11% 13% 14% 10% 9% 7% 7% 8% 9% 7% 8% 7% 4% 6% 7% 5% 3% 3% Majr Cities (N = 24,235) Inner Reginal (N = 6,183) Outer Reginal/ Remte (N = 3,173) 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100% By type f supprt relatinship with the service

48 Figure 18. Mst frequently recrded cncerns f 2015 Kids Helpline cunselling cntacts aged 5-25 years by type f supprt relatinship with the service (in descending rder f frequency f cncerns natinally in 2015) 1 Mental health cncerns 18% 22% 28% Family relatinship issues 16% 19% 22% Emtinal wellbeing 17% 18% 21% Dating & partner relatinships Suicide-related cncerns Friend/peer relatinships 10% 10% 9% 11% 10% 11% 9% 13% 14% Child abuse Self-injury/self-harm cncerns Bullying Study & educatin issues 8% 7% 7% 6% 6% 8% 8% 5% 3% 5% 5% 4% First cntact (N = 24,146) Occasinal cntact (N = 19,802) Onging supprt (N = 20,205) 0% 10% 20% 30% 40% 50% Percentage f cunselling cntacts with specific cncerns 1. Up t fur cncerns per cntact may be recrded. Accrdingly, percentages may sum t mre than 100%.

49 2.6 All cncerns f children and yung peple wh received cunselling

50 Table 9. Number and prprtin f Kids Helpline cunselling cntacts aged 5-25 years with particular cncerns and classes f cncern by year 1 Cncern and cncern class 2013 (N = 72,416) 2013 (N = 72,416) 2015 (N = 70,210) n cl. % n cl. % n cl. % Mental health & emtinal wellbeing 39, % 37, % 36, % Mental health cncerns 16, % 16, % 15, % Emtinal wellbeing 12, % 12, % 12, % Suicide-related cncerns 9, % 8, % 7, % Self-injury/self-harm cncerns 6, % 5, % 4, % Lss and grief 2, % 2, % 2, % Friends, peers, partners & dating 14, % 13, % 14, % Dating and partner relatinships 7, % 7, % 7, % Friends/peer relatinships 7, % 6, % 6, % Family relatinships 13, % 13, % 13, % Child-parent relatinships 9, % 9, % 9, % Other family relatinships 3, % 2, % 2, % Changing family structures 1, % 1, % 1, % Parenting wn children % % % Identity & self-cncept 6, % 5, % 5, % Self-cncept (glbal) 4, % 3, % 2, % Bdy image 1, % 1, % % Sexual rientatin % % % Gender/sex identificatin % % % Disability-related cncerns % % % Cultural identity % % % Vilence & abuse (nn-family) 5, % 5, % 5, % Bullying - schl related 3, % 3, % 3, % Bullying - ther % % % Sexual assault r abuse (nn-family) 1, % 1, % % Dating and partner vilence % % % Harassment and assault (nn-sexual) % % % Sexual harassment % % % Child abuse & family vilence 4, % 4, % 5, % Physical abuse 2, % 2, % 2, % Sexual abuse 1, % 1, % % Emtinal abuse % 1, % 1, % Neglect f child % % % Explitatin by family member % 8 0.0% 2 0.0% Expsure t family vilence % % % Living-in-care issues % % % Schl, educatin & wrk 4, % 4, % 4, % Study and educatin issues 3, % 3, % 3, % Emplyment issues % % % Schl authrity issues % % % Physical r sexual health & develpment 4, % 3, % 3, % Physical health cncerns 2, % 1, % 1, % Pregnancy-related cncerns % % % Sexual activity % % % Physical/sexual develpment % % % Cntraceptin/safe sex % % % Hmelessness & basic needs assistance 1, % 1, % 1, % Hmelessness % 1, % 1, % Practical/material assistance % % % Financial assistance/cncerns % % % Substance use, addictins & risk-taking 1, % 1, % 1, % Drug use % % % Alchl use % % % Addictive behaviurs (nt drugs/alchl) % % % Physical risk-taking % % % Gang/cult invlvement 9 0.0% % % Offending, abusive r vilent actins % % % Illegal/ffending behaviur % % % Abusive r vilent actins % % % Sexual vilence/ffending actins % % % 1. Up t fur cncerns per cntact may be recrded. Ttals prvided fr class f cncern will be less than the sum f the individual cncerns fr that class due t multiple cncerns within the class being identified in a single cntact.

51 2.7 Referral t further supprt and duty f care actins Referring children and yung peple t further supprt Figure 19. Referral t ther supprt 2015 Kids Helpline cunselling cntacts aged 5-25 years (N = 70,210) 1 N referral required 70% Nn-specific referral Specific referral frm database Unable t refer 10% 6% 14% 0% 20% 40% 60% 80% 100% Percentage f cunselling cntacts 1. Percentages sum t less than 100% due t runding External cntacts and duty f care interventins

52 Figure 20. Number f external cntact attempts including duty f care interventins by year 2,500 2,000 1, External cntacts excluding duty f care interventins 1,000 1,536 1,640 1,720 Duty f care interventins Figure 21. Reasns dcumented fr duty f care interventins by year 1 Child abuse 27% 37% 39% Suicide attempt 33% 36% 41% Mental illness escalatin 9% 7% 8% Harm t thers 4% 2% 5% Self injury 6% 5% 9% Drug verdse 5% 9% 8% Hmelessness 3% 3% 4% Sexual assault 3% 3% 4% Dmestic vilence 1% 2% 3% Physical health 2% 1% 1% Child explitatin 1% 1% 1% Assault Partner vilence Sexual ffender Other 0% 1% 0% 0% 0% 0% 1% 1% 0% 3% 6% 6% 2013 (N = 1,536) 2014 (N = 1,640) 2015 (N = 1,720) 0% 10% 20% 30% 40% 50% Percentage f duty f care incidents pertaining t specific issues 1. Up t fur issues may be recrded fr each duty f care interventin. Accrdingly, percentages sum t mre than 100%.

53

54 2.8 Children and yung peple seeking cunselling fr particular issues Table Kids Helpline cunselling cntacts with specific self-identified cncerns Particular cncern Mental health Suicide Self-injury Child abuse Number f cntacts with this cncern % f cunselling cntacts (N = 70,210) 15,230 22% 7,562 11% 4,466 6% 5,147 7% Mental health

55 Figure 22. Subcategry f cncern where mental health identified as a cncern f the child r yung persn 2015 (N = 15,230) 1 Seeking supprt/strategies t manage established disrder 50% Mild/emerging/ccasinal symptms/cncerns (undiagnsed) Signficant mental health symptmlgy (undiagnsed) Cncern abut anther persn Dissatisfactin with nn-khl mental health treatment/care Cping with impact f new diagnsis Seeking infrmatin (nt disclsing wn symptms 20% 18% 7% 4% 2% 1% 0% 20% 40% 60% 80% 100% Percentage f cunselling cntacts where mental health identified as a cncern f the child 1. Percentages sum t mre than 100% as mre than ne subcategry f mental health cncern may be identified per cntact Suicide Figure 23. Subcategry f cncern where suicide identified as a cncern f the child r yung persn 2015 (N = 7,562) 1 Suicidal thughts r fears 77% Cncerned abut anther persn 14% Immediate intentin Current attempt at time f call 2% 6% Seeking infrmatin 1% 0% 20% 40% 60% 80% 100% Percentage f cunselling cntacts where suicide identified as a cncern f the child 1. Percentages sum t mre than 100% as mre than ne subcategry f suicide cncern may be identified per cntact.

56 2.8.3 Self-injury Figure 24. Subcategry f cncern where self-injury identified as a cncern f the child r yung persn 2015 (N = 4,466) 1 Cntacting t help resist thughts/urges t injure (abstaining) Talking thrugh cnsequences and/r alternatives 37% 41% Cncern abut anther persn Others are cncerned abut abut client's self-harming Cncerned that current injury requires medical assistance Seeking infrmatin 13% 4% 4% 2% 1. Percentages sum t mre than 100% as mre than ne subcategry f self-injury cncern may be identified per cntact Child abuse 0% 20% 40% 60% 80% 100% Percentage f cunselling cntacts where self injury identified as a cncern f the child

57 Figure 25. Subcategry f cncern where a frm f child abuse identified as a cncern f the child r yung persn 2015 (N = 5,462) 1 At risk f abuse Current abuse 31% 35% Impacts f past abuse 22% Cncern fr anther Living in care Seeking infrmatin Explitatin by family member 11% 5% 1% 0% 0% 20% 40% 60% 80% 100% Percentage f cunselling cntacts where child abuse identified as a cncern f the child 1. Percentages sum t mre than 100% as mre than ne subcategry f child abuse cncern may be identified per cntact.

58 2.9 Cunselling cntacts experiencing significant mental health issues Current perid

59 Table 11. Number and percentage f 2015 Kids Helpline cunselling cntacts aged 5-25 years assessed by cunsellrs t be experiencing particular issues Issue being experienced by child r yung persn as assessed by cunsellr Has mental health disrder Has current difficulties with self-injury Has current thughts f suicide At least ne f the abve issues Trend analysis n % f cunselling cntacts (N = 70,210) 21,870 31% 10,273 15% 7,874 11% 26,570 38% Figure 26. Percentage f Kids Helpline cunselling cntacts aged 5-25 years identified by cunsellrs t be experiencing particular issues by year Has mental health disrder r indicative symptms 34% 34% 31% Has recently self-injured r is struggling with current urges Has current thughts f suicide Has at least ne f the abve issues 22% 19% 15% 13% 13% 11% 43% 42% 38% 2013 (N = 72,416) 2014 (N = 69,958) 2015 (N = 70,210) 0% 20% 40% 60% 80% 100% Percentage f cunselling cntacts

60 3. Kids Helpline website 3.1 Service demand Table 12. Kids Helpline website demand by year 1 Measure f demand % change Sessins Unique visitrs Page views (all pages) Page views f Tips & Inf Page views f Yur Stries 717, , , % 534, , , % 2,645,463 2,747,033 2,714,829 +3% Tips & Inf fr kids 33,344 41,980 48, % Tips & Inf fr teens 174, , , % Tips & Inf fr parents & carers 127, , , % Ttal Tips & Inf page views 335, , , % Uses f Search fr a Service functin 124, ,335 95,455-23% 5,760 6,175 4,799-17% 1. Data curtesy f Ggle Analytics. 2. In 2013, Ggle Analytics generated data n the basis f a sample f 91% f sessins in Due t technical difficulties with Ggle Analytics, website activity was nt recrded between 1-11 Octber Accrdingly, all website activity measures fr 2015 will be undercunts. This will als affect the % change frm 2013 t 2015 calculated in the far right-hand side clumn.

61 3.2 Key issues f interest t website visitrs Tips & Inf resurces Kids Figure 27. Mst frequently visited kids Tips & Inf tpics in , 2 Staying safe nline 7,002 Taking risks 4,500 Fights with friends Bullying 2,568 2,534 Feeling sad Being different Scial anxiety Family fights Dealing with cnflicts Hmewrk Dealing with difficult news Peer pressure Respectful relatinships Sleep Brthers and sisters Being scared Feeling nervus Making friends Pcket mney Wrry 1,718 1,562 1,494 1,436 1,184 1,122 1,121 1,110 1,051 1,033 1, ,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 Number f page views f specific kids Tips & Inf tpics in Ttal kids Tips & Inf page views in 2015 = 48, Due t technical difficulties with Ggle Analytics, website activity was nt recrded between 1-11 Octber Accrdingly, all website activity measures fr 2015 will be an undercunt.

62 Teens 1, 2, 3 Figure 28. Mst frequently visited teens Tips & Inf tpics in 2015 Peer pressure Leaving hme 28,845 30,324 Bdy image 22,014 Being resilient Risky behaviur Cyberbullying Healthy lifestyles Sexting Sexuality Family relatinships Respectful relatinships Bullying 17,205 16,074 15,962 14,216 12,322 12,134 11,015 10,360 10,330 Cmmunicatin Self-harm Exam stress Sexuality - wrking it ut Anxiety Scial anxiety Living in fster care Lneliness 7,945 6,689 6,337 5,378 5,194 5,179 4,943 4,609-5,000 10,000 15,000 20,000 25,000 30,000 35,000 Number f page views f specific teens Tips & Inf tpics in Ttal teens Tips & Inf page views in 2015 = 312, Due t technical difficulties with Ggle Analytics, website activity was nt recrded between 1-11 Octber Accrdingly, all website activity measures fr 2015 will be an undercunt. 3. Page views fr sexuality are a cmpsite f three different Tips & Inf tpics n sexuality. Sexuality and develpment and sexuality and identity replaced sexuality wrking it ut in early June 2015.

63 Parents/carers Figure 29. Mst frequently visited parent Tips & Inf tpics in , 2 Anxiety 23,962 Cyberbullying 20,378 Crss-cultural differences Being resilient Risk-taking Respectful relatinships Bdy image 16,386 14,860 13,463 12,494 11,309 Cmmunicatin Exam stress Bullying Alchl & ther drugs Peer pressure Family relatinships Transitining Suicide Shared custdy Sleep Safe partying Making friends Encuraging healthy lifestyles 7,070 6,581 6,109 5,444 5,300 4,944 4,723 3,952 3,710 3,309 3,039 3,032 2,892-5,000 10,000 15,000 20,000 25,000 30,000 Number f page views f specific parent Tips & Inf tpics in Ttal parent Tips & Inf page views in 2015 = 194, Due t technical difficulties with Ggle Analytics, website activity was nt recrded between 1-11 Octber Accrdingly, page views presented in this graph will be an undercunt Referrals frm ther websites

64 1, 2, 3 Figure 30. Tp referring websites t Kids Helpline website in 2015 esafety.gv.au 8,368 Reachut (varius pages) 6,780 bystwn.cm.au 4,358 Facebk (varius pages) headspace (varius pages) 3,549 3,820 Wikipedia (varius pages) ABC (varius pages) bullyingnway.gv.au webpath.fllettsftware.cm heysigmund.cm flexibks.cm.au lawstuff.rg.au takeastandtgether.gv.au parentline.cm.au qutev.cm humanservices.gv.au cyh.cm beyndblue.rg.au digitalcitizenship.nsw.edu.au smazne.cm.au 2,013 1,782 1,524 1,481 1,133 1, ,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 Number f referrals t Kids Helpline website in 2015 frm specific websites 1. Excludes referrals frm search engines and Kids Helpline website. 2. Due t technical difficulties with Ggle Analytics, website activity was nt recrded between 1-11 Octber Accrdingly, referral data presented in this graph will be undercunts. 3. The esafety Cmmissin website replaced the Cybersmart website n 1 July 2015 s cunts fr esafety.gv.au include referrals fr cybersmart.gv.au prir t 1 July Summary

65 4. Kids Schl 4.1 What is Kids Schl? 4.2 Key prgram activities and utputs fr Sessins bked and delivered and participants invlved Figure 31. Ttal number f 2015 Kids Schl sessins bked and delivered by mnth Bked Delivered Feb Mar Apr May Jun Jul Aug Sep Oct Nv Dec

66 4.2.2 Tpics f discussin Table Kids Schl participants and sessins by sessin tpic Tpic Number f bked participants % f ttal bked participants Number f sessins held Develping resilience 3,427 20% 123 Intrductin t Kids Helpline 2,343 14% 75 Friendship 2,153 14% 86 Transitin t high schl 2,008 12% 76 Online safety 1,959 11% 68 Being a schl leader 1,093 7% 42 Cyberbullying 909 5% 32 Bullying 823 4% 27 Taking charge f anger 759 5% 31 Peer pressure 653 4% 24 Wrry 489 3% 19 Feeling sad 341 2% 14 Cping with change at schl 131 1% 4 Family arguments 123 1% 5 Ttal 17, % Gegraphical reach Figure 32. Number f 2015 Kids Schl participating schls and sessins by state Number f schls Number f sessins VIC NSW QLD WA SA TAS ACT NT

67 Figure 33. Prprtin f 2015 Kids Schl participating schls by remteness (N = 175) 2% 12% 26% Inner Reginal Majr Cities Outer Reginal Remte 60% Use f teacher resurce materials Figure 34. Number f page views in 2015 t Kids Schl micr-website resurces fr teachers Kids Schl micrsite landing page 10,201 "Bullying" classrm activities "Making friends" classrm activities "Wrry" classrm activities "Transitin t high schl" classrm activities Teacher resurces entry page Teacher resurces - imprtant infrmatin "Feeling sad" classrm activities Teacher classrm activities entry-page "Cping with change at schl" classrm activities "Cyberbullying" classrm activities "Develping resilience" classrm activities Teacher resurces sessin guidelines Teacher resurces preview clips Teacher resurces - FAQs page "Staying safe nline" classrm activities "Family fights" classrm activities Teacher resurces - cntact us page 2,598 2,464 2,101 1,805 1,577 1,370 1,260 1, ,000 6,000 9,000 12,000 Number f page views 2015

68 4.3 Evaluatin f impact Year 2 Evaluatin Methdlgy Findings

69 4.3.2 Evidence f prviding a pathway t help Figure 35. Number f Kids Helpline cntacts aged 5-12 years reprting schl r Kids Schl as their surce f referral t Kids Helpline by year 1 2,000 1,600 1,847 1,200 1, Substantial missing data in relatin t the hw did yu hear abut Kids Helpline? field may undermine the abslute reliability f the bserved increase in referrals ver this perid.

70 5. Kids Helpline 2015 client satisfactin & utcme survey 5.1 Objectives 5.2 Methdlgy 5.3 Key findings Sample

71 Cultural backgrund 2 Abriginal &/r TSI 16 6% 1,642 4% Table 14. Characteristics f 2015 Kids Helpline client satisfactin and utcme survey respndents cmpared with 2015 Kids Helpline cunselling and supprt service cntacts aged 5-25 years 1 Respndent characteristics Gender Age grup 2015 KHL client satisfactin & utcme survey respndents (n = 300) 2015 KHL cunselling & supprt service cntacts aged 5-25 years (N = 205,286) n cl. % n cl. % Female % 89,952 71% Male 47 16% 35,930 28% Intersex, trans r gender diverse 13 4% 619 <1% Ttal % 126, % Unknwn 3 78, years 40 14% 12,824 12% years % 56,857 55% years 35 12% 33,946 33% % - - Ttal % 103, % Unknwn ,659 State CALD 45 16% 15,800 34% Neither ATSI nr CALD % 29,288 63% Ttal % 46, % Unknwn ,556 ACT 4 1% 2,979 2% NSW 88 30% 70,977 37% NT 2 1% 1,420 1% QLD 50 17% 35,027 18% SA 21 7% 13,855 7% TAS 6 2% 4,325 2% VIC % 46,711 24% WA 20 7% 15,628 8% Ttal % 190, % Unknwn 8 14, Where clumn percentages sum t mre r less than 100%, this is due t runding. 2. TSI = Trres Strait Islander. CALD = culturally and linguistically diverse. ATSI = Abriginal and/r Trres Strait Islander Type f engagement with Kids Helpline in last 12 mnths

72 Figure 36. Respndents engagement with Kids Helpline in last 12 mnths (n = 300) 13% Brwsed infrmatin n website nly 50% Brwsed website and cntacted a cunsellr 37% Cntacted cunsellr by phne, web r (nly) Figure 37. Type f web resurces viewed by respndents in the last 12 mnths (n = 149) 1 100% 80% 60% 40% 58% 66% 20% 0% Yur Stries Tips & Inf Dwnlads (yutube, screensavers, audis) 13% 14% Schl Assignment Help 25% Other 1 Percentages sum t mre than 100% due t multiple respnses Perceived impact f Kids Helpline cunselling and supprt service

73 Figure 38. Perceived impacts f last sessin talking t a cunsellr (n = 261) 1 100% Gt mre ideas fr dealing with prblem Felt mre capable t deal with prblem 80% 60% 40% 52% 42% 20% 0% 23% 27% 10% Yes, lts mre Yes, a bit mre Nt sure Nt really Didn't have a prblem 14% 14% 17% 0% 0% 1. Where percentages sum t mre r less than 100%, this is due t runding Perceived impact f Tips & Inf Figure 39. Perceived impacts f last Tips & Inf tpic read (n = 98) 1 100% Gt mre ideas fr dealing with prblem Felt mre capable t deal with prblem 80% 60% 40% 50% 48% 20% 0% 9% 4% 21% 22% 23% Yes, lts mre Yes, a bit mre Nt sure Nt really Didn't have a prblem 16% 3% 2% 1. Where percentages sum t mre r less than 100%, this is due t runding Overall satisfactin

74 Figure 40. Overall satisfactin with Kids Helpline all respndents and by types f service engagement 1 100% 80% 60% 40% 20% 3% 3% 2% 2% 3% 3% 3% 2% 10% 10% 9% 8% 35% 35% 36% 48% 49% 49% 32% 56% Very dissatisfied Dissatisfied Neither satisfied nr dissatisfied Satisfied Very satisfied 0% All respndents (n = 300) Respndents wh had cntacted a cunsellr (n = 261) Respndents wh had accessed website (n = 149) Respndents wh had read a Ht Tpic (n = 99) 1. Where percentages sum t mre r less than 100%, this is due t runding.

75 6. A statistical snapsht f 25 years f service t the cmmunity 6.1 Scale f services delivered Figure 41. Cntacts respnded t by Kids Helpline 1991 t 2015

76 6.2 Trends in demand fr cunselling vs. nn-cunselling supprt Figure 42. Number f Kids Helpline cntacts aged 5-25 years by year and by type f service required (cunselling vs. infrmatin, referral r ther cntact) 450, , , , , , ,000 Infrmatin, referral and ther cntacts Cunselling cntacts 100,000 50, Cunts f nn-cunselling number befre 1997 are estimates based n available infrmatin. 6.3 Change and cntinuity in client prfile Data availability

77 6.3.2 Demgraphic prfile f cunselling cntacts

78 Cultural backgrund 2 Abriginal &/r TSI 4,003 2% 3,546 3% Table 15. Characteristics f Kids Helpline cunselling cntacts aged 5-25 years cmparing the first five years f the service (1991 t 1995) and the mst recent five years ( ) 1, 2 Cntact characteristics Gender Mean age and age grup Schling status First five years ( ) (N = 570,032) Mst recent five years ( ) (N = 348,346) n cl. % n cl. % Female 380,692 67% 274,158 81% Male 183,880 33% 62,361 19% Ttal 564, % 336, % Unknwn 5,460 11,366 Mean age in years (standard deviatin) 14 (2) 17 (4) 5-12 years 127,339 26% 32,806 10% years 354,254 72% 188,985 60% years 9,453 2% 91,280 29% Ttal 491, % 313, % <26 but age unknwn 78,986 35,275 Primary schl 18,643 17% 13,297 8% Secndary schl 84,122 75% 88,685 54% Special/alternative/hme schling ,671 2% Nt at schl 8,815 8% 29,478 18% Pst-secndary educatin/training 1,172 1% 30,012 18% Ttal 112, % 165, % Unknwn 457, ,119 State Remteness CALD 6,705 3% 38,469 28% Neither ATSI nr CALD 187,564 95% 93,441 69% Ttal 198, % 135, % Unknwn 371, ,890 ACT (frm April 1993) 4,500 1% 4,999 2% NSW (frm April 1993) 45,439 15% 98,316 33% NT (frm September 1991) 4,770 2% 1,679 1% QLD (frm March 1991) 129,647 42% 63,342 21% SA (frm August 1992) 12,142 4% 20,954 7% TAS (frm August 1992) 14,153 5% 6,311 2% VIC (frm Octber 1991) 80,163 26% 81,820 27% WA (frm March 1993) 19,597 6% 22,277 7% Ttal 310, % 299, % Unknwn 259,621 48,648 Majr Cities 141,087 60% 108,434 72% Inner Reginal 56,737 24% 29,307 19% Outer Reginal/Remte 38,207 16% 13,636 9% Ttal 236, % 151, % Unknwn 334, , Where clumn percentages sum t mre r less than 100%, this is due t runding. 2. TSI = Trres Strait Islander. CALD = culturally and linguistically diverse. ATSI = Abriginal and/r Trres Strait Islander 3. This data cllectin field was nt in existence between 1991 and 1995.

79 6.4 Change and cntinuity in the cncerns f cunselling cntacts Mst cmmn cncerns f children and yung peple ver time Figure 43. Main cncern f Kids Helpline cunselling cntacts aged 5-25 years cumulative cunts f cntacts Cntraceptin/ safe sex Study &/r educatin issues Physical health issues Drug/alchl use Grief &/r lss Pregnancy Self-cncept Suicide Bullying Child abuse &/r family/dmestic vilence 10,018 27,509 32,288 36,232 38,479 44,362 51,072 56,937 78,173 80,888 Partner relatinships incl. partner vilence 138,362 Peer relatinships 177,601 Family relatinships Mental &/r emtinal health/illness incl. self-injury 233, ,574-50, , , , , ,000 Cummulative cunt f cntacts with main cncern Cunts f cunselling cntacts with these 14 cntinuus cncern categries sum t 1,247,449 which cmprises 85% f cunselling cntacts received frm May1996 t December 2015 (N = 1,459,225).