People living with complex mental health needs, and especially those living with severe, long-term conditions or combinations of conditions, typically require both clinical and psychosocial care to maximise recovery and quality of life.

Sadly, many fall through the cracks of our current mental health and social support systems. As outlined in the recent Productivity Commission Inquiry into Mental Health, an estimated 690,000 Australians living with mental illness need psychosocial support but only around 100,000 have been able to access it (Productivity Commission 2020).

As the national mental health organisation representing this particularly vulnerable community, SANE is working to close this gap through the delivery of a new digital support service designed specifically for those living with complex mental health needs.

A new type of support service

Designed in partnership with ALIVE, the National Centre for Mental Health Research Translation, and funded by the Australian Government, the SANE-guided service involves regular access to qualified counsellors, one-on-one guidance from trained peer support workers, connections to moderated lived experience discussion forums and access to a range of therapeutic activities designed to support recovery and help participants learn the skills to better manage their mental health.

Participants receive a login to their own online portal containing a personal support plan, calendar of key appointments and events, booking tools for sessions, SANE surveys and the ability to plot a personal recovery journey including tracking progress and accessing instant support. Participants also receive recommendations for, and linkage to, relevant community and social services.

Importantly, the service is free, can be accessed via self-referral, and is accessible through any internet-enabled device – meaning it can overcome some of the existing barriers to care experienced by this community.

How can this service support counsellors?

The guided service is suitable for adults living with one or multiple mental health conditions that significantly impact their daily life. Carers and family members can also receive support through the program.

SANE counsellors are specifically trained in complex mental health issues, are traumainformed and use a strength-based approach to build connection, personal skills, confidence and self-knowledge. They use evidence-based counselling techniques including cognitive behavioural therapy, motivational interviewing, mindfulness, open dialogue and acceptance and commitment therapy. This means they are capable of providing an effective treatment bridge for individuals waiting to access more formal, ongoing care.

The service is also designed to complement and extend existing treatment pathways by incorporating goal setting and measurement to encourage accountability and enable tracking of actions.

Uniquely, the service also supports those living with co-occurring neurodiversity or intellectual impairment or disability, with all service workers receiving 3DN and ABA training. This makes it a highly useful adjunct tool for counsellors working in the community services or National Disability Insurance Scheme (NDIS) space.

What impact has the service had to date?

The SANE-guided service launched in June 2022 and, currently, access is limited to adults living within 13 Primary Health Network regions (a list of eligible regions can be found on the SANE website).

Since the launch, there have been over 1000 referrals to the service, with the majority of service users being self-referred consumers who identify as female. There has also been a significant uptake by individuals reporting co-occurring autism and attention deficit hyperactivity disorder. There are currently just under 100 carers accessing support via the service.

Involvement in the program lasts for an average of six to 12 weeks, but most participants are remaining to continue their involvement in peer group discussions and SANE webinar events. Referrals assessed as unsuitable for the program were directed to other SANE support services or external support services.

External referrals have come from a range of sources including treating mental health professionals, GPs and community health providers and the feedback we have received from these groups has been overwhelmingly positive.

SANE is rolling out the service in a number of locations across the country with hopes of this being extended to all regions in the future.

More information

To learn more or to refer a client, please visit sane.org/referral.

About the author

Emma Tyers is manager, counsellors at SANE, and holds a Bachelor of Psychology and a Graduate Diploma of Psychology.