Impacting Youth Mental Health Through Service Innovation For ReachOut
Problem
Annually, 40% of 16-24-year-olds grapple with mental health issues. Although they have higher prevalence rates than the general population, more than a million do not seek support due to systemic barriers. With growing challenges from health crises, environmental threats, and policy shifts, both young people and ReachOut face pressure. There's an urgent need for youth-focussed services and innovative support models to ensure sustained social impact.
Pressure
Designing services for youth mental health is fraught with complexity. Diverse youth backgrounds necessitate nuanced understanding, while confronting deep-rooted stigma hinders early intervention. Incorporating technology can be double-edged, with potential benefits and risks. Accessibility disparities persist, particularly in marginalised communities. Collaboration with young people is critical, but it requires establishing the right conditions for mutuality. Finally, new services must be flexible enough to manage the variablity of needs and outcomes.
Solution
We designed ReachOut PeerChat, a safe, anonymous space for young people to be heard. Through online text chat, young people can talk for free for up to 45 minutes with a trained peer worker who has their own experience of mental health or life challenges. The service has transformed ReachOut from a self-service model, to a groundbreaking integrated support network with Lived Experience at the heart of the organisation.
Impact
PeerChat has grown ReachOut, creating a new peer workforce and attracting substantial funding. 73% of users report improved well-being, boasting a satisfaction score of 8/10. PeerChat showcases the potential of new service models to relieve the strain on young Australians, their caregivers, and the overall system. Recognised for its efficacy and innovation, PeerChat has won five awards:
Good Design Award 2023 - Gold - Service Design
Good Design Award 2023 - Social Impact
Good Design Award 2023 - Digital Design
Design Institute Australia Awards 2023 - Award of Merit - Interact
Australian Not-for-profit Technology Awards 2023 - NFP Tech Innovator of the Year
