The Mental Health Commission’s latest report, "Urupare mōrearea: Crisis responses monitoring report", has found that crisis response services are fragmented and difficult to navigate.
More than 50% of respondents accessed crisis response over the phone, while the average ED wait time for a mental health issue was 5hr 42min.
The average wait for a phone response was about 4 minutes.
About 35,000 people accessed crisis services in 2024.
The total number of crisis calls had decreased but a higher proportion are urgent, particularly for Māori and young people.
Commission director mental health and addiction sector leadership Sonya Russell said the phone service risked becoming overwhelmed without a coherent plan.
"I think what we’re seeing is pressure on the system ... including longer wait times and an increase in abandoned and unanswered calls.
"We’re also seeing other signs of pressure on the system.
"We’ve got some chronic workforce shortages, we’ve got longer lengths of stay, increased treatment days."
If the system became overwhelmed, then people would either not get a timely response or decide to drop out from calling altogether.
There needed to be more coherence across the system and the country, she said.
The commission reviewed the period from January 2020 to December 2024.
"What we see is in some areas there are a whole range of supports available and different options and in other areas there’s far less available. So we would like to see that Health New Zealand make sure that there are resources available across the country no matter where you live."
Recently, Mental Health Minister Matt Doocey announced that Dunedin’s beleaguered emergency department will have access to mental health support workers.
"So there’s been several new initiatives, from peer support to kaupapa Maori, that have been rolled out, but they don’t have coverage across the whole country."
Dr Annie Southern, who supports peer workers in the Dunedin ED, welcomed the wide-ranging nature of the report.
"I think they’re really acknowledging that we need a unified response to the mental health crisis in this country and that crisis is deepening for some people."
She said the peer model was vital in terms of the support it offered people on their mental health journey.
"For someone who’s experienced it too, the peer support is really natural and human."
She said the crisis hotline had the potential to scale up, but needed to be used in conjunction with other services.
"It’s one way of doing things but I think navigating out of those phone lines into services that are really going to meet people’s needs really helps those phone line supporters."
Where to get help
Need to Talk? Free call or text 1737 any time to speak to a trained counsellor, for any reason.
Lifeline: 0800 543-354 or text HELP to 4357.
Suicide Crisis Helpline: 0508 828-865 / 0508 TAUTOKO. This is a service for people who may be thinking about suicide, or those who are concerned about family or friends.
Depression Helpline: 0800 111-757 or text 4202.
Samaritans: 0800 726-666.
What’s Up: 0800 WHATSUP / 0800 9428-787. This is free counselling for 5 to 19-year-olds.
Rural Support Trust: 0800 787 254.
Youthline: 0800 376-633 or text 234 or email talk@youthline.co.nz
Asian Family Services: 0800 862-342 or text 832. Languages spoken: Mandarin, Cantonese, Korean, Vietnamese, Thai, Japanese, Hindi, and English.
Healthline: 0800 611-116
Rainbow Youth: (09) 376-4155
OUTLine: 0800 688-5463
In an emergency, call police 111
