Is headspace making a difference to young people’s lives?

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5. Service Delivery Model Figure 5.2 Proportion of headspace clients that received support from eheadspace, 2013/14 Source: Authors calculations from hCSA data. Interview data sheds some light on young people’s usage of eheadspace; however usage among the group of clients interviewed was considerably less than that reported above (only 3 of 50 clients interviewed 6%). During interviews with young people, a number commented that they knew about the eheadspace service but had not used it: I’ve got almost no knowledge of [eheadspace] to be honest. I know that it’s there, I know that if I feel the need to that I can use it… but I’ve never felt the need to use it (Female, 18 years) I know what it is but I’ve never used it (Female, 23 years) A number of young people commented that they knew about eheadspace only because they were asked at every appointment if they had received services or support from eheadspace 27 . Three young people described how they had used eheadspace. For one young female, eheadspace was her pathway to centre services: I was on eheadspace and basically they referred me here (Female, 24 years) Two other young people spoke about using eheadspace to ‘check out’ headspace prior to attending a centre: I went on eheadspace and asked a few questions… When my Mum was checking out the place the first time, I asked a few questions online sort of saying ‘what should I do about this?’ and I got a quick reply… I was sort of making sure it’s safe, basically (Male, 20 years) [After using eheadspace] I had that sort of sense of these people are kind of in tune with today’s youth by the way they use the internet and everything, they weren’t sort of back in time, writing everything down, not using computers. But yeah, it gave the impression of they understand basically what this generation is about (Male, 17 years) During fieldwork, only four headspace staff members (4/25) spoke about eheadspace, but they all spoke highly of it. Those that spoke about eheadspace felt it was important for young people who had difficulty accessing headspace sites due to transport or distance issues. It was also regarded as an alternative mode of contact and communication with young people who were not comfortable with the idea of face-to-face counselling. In addition, staff described using eheadspace as a way to offer young people some support while they were on a waiting list to access centre services. We give out [eheadspace contact information] to every new person that comes on our waitlist. When we get a new referral we actually ring that young person, acknowledge 27 This question is contained in the hCSA data collection. Social Policy Research Centre 2015 headspace Evaluation Final Report 84
5. Service Delivery Model that we’ve received the referral, ask them about availability of appointments, let them know that eheadspace is available while they’re waiting if they need to talk to somebody… So every new referral is made aware of eheadspace. It’s great for us to have something to give the young person to utilise if they just need something extra (Practice Manager) Most recently we got referred [from eheadspace] someone who had engaged in headspace services but then disengaged and reconnected with eheadspace and they identified that she wanted to come back to us but her counsellor has moved to [location] headspace now so we have a waitlist. But I said ‘can you maintain contact with her until she gets connected with a clinician here’, and they were really receptive of doing that (Youth Engagement Coordinator) Data suggests therefore that eheadspace is an effective additional component of headspace that is valued by some staff and accessed by a significant proportion of clients (approximately 30%). Data indicates that young people use eheadspace to access information about centre-based services. In addition, eheadspace often fulfils the function of holding young people steady while they are waiting to access centre-based treatment and/or provides support to young people that are unable to attend a centre. In this way, eheadspace plays an important role in enhancing service access and improving the outcomes of young people with mental health problems. headspace National Office (hNO) The large network of headspace centres is administered and supported by headspace National Office (hNO). The multiple support functions undertaken by hNO include: • providing advice and support on financial, operational and clinical management requirements. Direct support is provided to centres through State Managers that are employed by hNO. • developing information technology systems and processes that are efficient and support quality mental health care and evaluation of practice. During the course of the evaluation, hNO has led a project that has resulted in the funding, design, development and delivery of a new administrative dataset that collects information from both clients and service providers. • facilitating workforce training and education through for example online training workshops and the Collaborative Learning Network (CLN) that links staff from different centres. • developing and maintaining the headspace website and social media profile that works to enhance community engagement, promote headspace, and disseminate best practice information and research. • administering and delivering eheadspace – the online and telephone support service that ensures that young people on a waiting list for centre-based services, as well as those that are unwilling or unable to attend a centre, can receive some support. • administering and delivering the School Support program. Respondents to the Centre Managers Survey were asked to rank the usefulness of hNO in supporting the work of centres. Twenty-three of 29 respondents reported that hNO was useful or very useful (79%). One respondent stated that hNO was ‘somewhat useful’, and another 5 respondents reported that hNO was ‘neither useful nor not useful’ to their centre (17%). Ten survey respondents completed a non-compulsory open-ended question that invited further comments about the supports provided to headspace centres. Six of the 10 comments received related to the support provided by hNO, with all expressing a degree of dissatisfaction: Obviously the funding support received from hNO is useful but that is about it (Survey Response No. 2) Support from national office is good in many ways and there is definitely value in some of the national campaigns and the ‘muscle’ that comes with this. However, it is sometimes delivered in somewhat paternalistic ways, and not as collaborative as we’d like. There is limited appreciation at times of local knowledge and expertise about how our community and centre operate. Parts of national office sometimes feel quite removed from what our Social Policy Research Centre 2015 headspace Evaluation Final Report 85
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Is headspace making a difference to
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Authors This report was written by
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5. Service Delivery Model 73 5.1 Wh
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Table 6.1 Table 6.2 Table 6.3 Main
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Figure 4.9 Figure 4.10 Figure 4.11
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Executive Summary headspace 1 aims
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Executive Summary or very high leve
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Executive Summary through mental he
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value to society of the improvement
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1. Introduction people in Australia
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2. Evaluation Methodology 2.1 Aims
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2. Evaluation Methodology Evaluatio
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2. Evaluation Methodology Table 2.3
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2. Evaluation Methodology Represent
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3. Access and Engagement with Centr
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Figure B10 Proportion of headspace
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Appendix B Table B5 Females 18-25 y
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Appendix B following section. Figur
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Appendix B and less access to mains
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Appendix B Figure B17 Estimated pre
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Appendix B Figure B18 SA1s within 1
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Figure B20 Hypothetical allocation
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Appendix B The current model of cen
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Appendix B Current centre funding m
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Appendix B Evaluation of the curren
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Appendix B Level of funding availab
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Appendix B provide a method for ide
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Appendix B centres and Localities i
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Appendix B for greater flexibility
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Appendix B Additional consideration
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Appendix B of achieving more effici
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Appendix B • Used the simulation
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Appendix C information relating to
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Appendix C Regarding gender, in bot
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Appendix C Figure C5 Total number o
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Appendix C Table C1 Information Sum
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Appendix C Data Cleaning and Analys
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Appendix C groups. The age and sex
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Appendix C Figure C8 Demographic ch
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Appendix C The KeySurvey software s
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Appendix C different client groups.
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Appendix D Round State Centre Name
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Appendix E Characteristics HS clien
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Table E4 Cell Sizes for Figure 3.4
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Appendix F Figure F1 Changes in K10
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Appendix F three SEIFA quintiles. A
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Appendix F Occasion of service inte
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Appendix F Table F1 Cell sizes for
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Appendix G Supplementary material f
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Appendix G Table G3 Round 3 (10 cen
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Appendix G Table G7 Round 7 (10 cen
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State (youth population) a headspac
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Appendix G Table G12 Round 11(16 ce
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Table G16 Additional youth populati
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Round Region State Additional youth
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Appendix G Figure G1 Percentage of
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Appendix G Table G22 Australians 18
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Appendix G Synthetic small area est
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Appendix G Figure G16 Estimated pre
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Appendix G Figure G22 SA1s within 1
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Appendix G Table G25 Centres alloca
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References Atkins, D.C., Bedics, J.
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References Smith, E., Jones, T., Wa
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Is headspace making a difference to young people’s lives?

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