Lifeline Harbour to Hawkesbury

Lifeline H2H is one of 42 Lifeline Centres across Australia committed to saving lives by providing counselling services for issues such as suicide, grief and loss, relationships, depression, anger, financial and gambling problems.


Lifeline H2H’s case data was scattered everywhere, with information stored across spreadsheets, Access databases and filing cabinets. Although clients were well-managed, the organisation was unable to easily analyse case data to identify trends and make strategic decisions on how to support their community better. Government reporting to the Department of Social Services (DSS) was clunky and time consuming.


The Lifeline H2H project involved:

  • Developing a Case Management package within Salesforce, utilising its powerful reporting functionality to allow direct reporting to the DSS.

  • Configuring Salesforce to track training and accreditation of volunteers, as well as allocate volunteers to jobs.
  • Importing data from multiple existing sources into Salesforce, making it the home of all information regarding people and services within the organisation.


Salesforce has become the primary location for all key data including clients, case notes, volunteering and fundraising. Clients are managed within the system from intake through to service provision, government reporting and closure. Lifeline H2H is also using Salesforce to manage their counselling support service volunteers, including their training, hours on the phones and accreditation.