24 Hour Student Wellbeing and Support Line

Overview The University of Wollongong is seeking a suitably qualified provider to deliver a 24-hour student wellbeing support line for eligible University of Wollongong students located in Australia for the 2027, 2028 and 2029 calendar years. The service must provide immediate, person-centred support to students experiencing emotional distress or crisis, while operating safely, confidentially and in alignment with UOW's wellbeing, counselling, privacy and escalation requirements. Scope The scope includes: Operating 24 hours per day, 7 days per week, 365 days per year, providing telephone and SMS-based crisis support Delivering immediate, compassionate and non-judgmental support to reduce distress, identify coping strategies, support safety and clarify next steps Conducting suicide risk assessment, collaborative safety planning and escalation to emergency services or campus security where required Providing University-requested wellbeing checks where there are concerns for a student's safety or mental health Maintaining confidentiality and privacy requirements, including caller privacy messaging, secure records management and appropriate information sharing for safety purposes Completing University-approved contact records promptly after each interaction, with records owned and controlled by the University Providing monthly and annual activity reporting and participating in regular service review, evaluation and continuous improvement Contractor Requirements Use of appropriately qualified or accredited crisis supporters, supported by mandatory training, supervision, debriefing and continuing professional development Compliance with all applicable privacy, data protection, safeguarding, duty of care, incident notification, record keeping and supplier conduct obligations Contract Terms and Conditions Service term covering the 2027, 2028 and 2029 calendar years Agreed quality expectations and KPIs, including a target of 90% of calls answered within 90 seconds