Projects

BRIEF

The Support Act Wellbeing Helpline is a free counselling service for anyone working in the Australian music or creative sectors. It is delivered by Support Act, in partnership with AccessEAP, a leading profit-for-purpose Employee Assistance Program provider. The Helpline provides general counsellors as well as dedicated support for LGBTQI+ and First Nations callers, and for workplace managers.

NSF Consulting was commissioned to evaluate the Support Act Wellbeing Helpline to explore levels of awareness of the service in the creative industries, accessibility of the service, efficiency and effectiveness.

APPROACH

Our approach included an online survey of 149 callers, in-depth interviews with 37 people including Helpline managers and staff, callers and external stakeholders, as well as analysis of internal program data.

Evaluation findings were synthesised and analysed using an evaluation rubric, aligning findings with the key criteria of merit being appropriateness, accessibility, efficiency, effectiveness and quality.

We prepared a detailed evaluation report which included strategic findings to assist Support Act to maintain a high level of service, increase awareness and reach, and address implementation issues.