In June 2024, Glen had the privilege of addressing Australian Parliament House, engaging with national leaders, policymakers, and Federal Agencies to present a policy brief aimed at enhancing support for vulnerable individuals in crisis. His report, Simplifying Access to Behavioural Health Crisis and Suicide Support, was delivered as part of the Centre for Policy Futures program, sponsored by the University of Queensland and the Winston Churchill Trust (Australia).

Glen’s report underscores critical issues in Australia’s current approach to crisis support. While crisis call lines are essential, the multitude of providers, complex access numbers, and heavy reliance on non-government organisations create significant barriers for consumers. These challenges lead to an over-reliance on emergency services and hospital emergency departments via the ‘000’ system, exacerbating consumer distress and undermining the government’s capacity to meet its National Suicide Prevention Strategy goals.

Internationally, governments have implemented national three-digit call numbers, modelled after traditional emergency services systems, to deliver efficient, recognisable, and standardised government-led clinical support for individuals in mental distress. These systems have proven to reduce the burden on emergency services and the judicial system, providing more appropriate care pathways for those in crisis.

However, improving crisis call lines is only one part of the solution. An interdependent, improved model of care is needed to ensure individuals in distress have appropriate alternatives to traditional hospital emergency departments (EDs), which often intensify their suffering. Globally, Behavioural Health EDs are becoming the standard of care. In Australia, pioneering examples such as Robina’s Crisis Stabilisation Unit and Adelaide’s Urgent Mental Health Care Centre offer promising models that could form the foundation for a national framework.

Urgent crisis care requires urgent reform. Transforming how individuals can seek help and where they can go for safety marks the beginning of meaningful and progressive change.