Lifeline has had a very busy 2024, with its call and online crisis support centres receiving a record number of calls, texts and webchats. In fact, Sunday, April 28, Lifeline support staff were run off their feet with 3,439 calls and 939 texts and webchats, the highest numbers in a single day.

The last five years have seen bushfires, a global pandemic, floods, and now a cost-of-living crisis. It is easy to see why so many people are calling Lifeline for help.

A little-known fact is that Lifeline's retail stores are an important avenue that provides funding support for the charity's core purpose.

"It's critical," the General Manager of Lifeline Northern Rivers, Michael Were, told the Lismore App.

"We couldn't do Lifeline to the scale that we do without the contribution of our retail stores and people who purchase through our stores. So, if you combine our traditional donation and fundraising activities with the proceeds that come from our retail stores and our government funding, they're the three primary sources that allow us to deliver the services that we do and the scale of what we do.

"Everything that's raised through the store here goes straight towards supporting everything that we do in crisis support across the region. It's not a profit-making exercise at all. It's a fundraising exercise.

Michael is referring to the Magellan Street shop that re-opened in March 2023 after the flood and then expanded its size by leasing the shop next door, which opened in September last year.

Ruth Marshall is the Area Manager for the Northern Rivers and New England. Ruth explained that Lifeline Magellan Street has a store manager, two or three casual staff and a number of volunteers.

"A store this size would require at least 20 volunteers rotating each week. Certain people can work certain days, while some people can just do five hours a week. Ideally you want a minimum of three volunteers a day, and we just don't have that at the moment. So, unfortunately we have to spend money on wages until we can get some volunteers in, which is taking away from crisis support."

To volunteer for Lifeline, you have to be 16 or over.

"Everyone's welcome," Ruth said, "We have younger people working here, two 18-year-olds and a 21-year-old, all the way up to people in their 70s."

"Everyone volunteers for different reasons, young and old. Mostly, they do it for the cause. I think, you know, they may have had lived experience with suicide, and they feel they want to assist with the crisis support by helping to raise funds. Everybody here, it doesn't matter what they do, cleaning, sorting, or making nice displays, everything they do contributes to the experience of the retail environment. So when they come in, everything just helps raise the revenue.

(Cherie, Ruth and Grace out the front of the Magellan Street shop)

"It gives them a sense of purpose. It gives them work experience, and it gives them a connection to the community."

Ruth tells the story of Grace Benfield, a teenager whose ideal job prior to working at Lifeline was to work at a bookstore.

"She actually volunteered here for about a year and a bit and ended up being a paid employee. Now she works in our little book department here and absolutely loves it. Down the track, that could lead to other opportunities, and it could lead to other opportunities here with Lifeline as well."

Grace explained why she volunteers and what appeals about Lifeline to her.

"A lot of young people, especially teenagers, need someone to rely on, and Lifeline gives that opportunity where you can call anytime, day or night, and there's always someone there listening to you. I just wanted to be part of that whole process of helping give back.

"I see a few young people coming into the store and come over to me because we're a similar age and on the same level or edgy or whatever.

For older volunteers, their reasons are not driven by career opportunities or money. They come in more for the social connection.

Cherie Graham is a self-funded retiree who was in a rut.

"I live by myself and I didn't have anything at home. I just decided that I wanted to get out and help. I volunteer two days a week, five hours a day. I love it. I love to meet new people and interact with the customers.

"The difference in the last four months of feeling myself has been great as well. I get up in the morning, and I've got something planned for the day."

Anyone can be a volunteer at Lifeline. There are no minimum hours you have to work.

"We are grateful for anything," Ruth said, "Any amount of time that people can give us is so appreciated."

"To get in touch, if people are tech savvy, they can jump on our website and look for the QR code, or they can come into the shop."

The Lifeline Magellan Street shop is open seven days; Monday to Friday, 9am to 5pm, Saturdays 9am to 4pm and Sunday's 10am to 4pm.

"People can walk in any time and say, hey, I'm interested in volunteering. We'll have a chat, and we'll get them in to see if they like it and then sort out a roster."

"There is a big opportunity for people who are over 55, depending on their circumstances, to meet their mutual obligation requirements with Centrelink by working 15 hours a week with an approved organisation such as Lifeline, and then they will receive their benefit. So they can either look for work or they can volunteer.

"I encourage people in this situation to contact Services Australia and check their eligibility. We have a lot of people at other stores that meet their requirements by volunteering."