Crisis helplines are typically easily accessible and deliver interventions in a timely manner, regardless of geographical location. The efficacy and user experiences of these services are the subject of considerable interest within the field, but the experiences of trans and gender‐diverse individuals remain unexplored despite high rates of mental ill health being documented in this population. A total of 134 trans and gender‐diverse Australians were surveyed about their experiences of personal crises and of utilising crisis helplines. Within our sample, 84.2% (n = 113) of participants recognised at least one service – however, only 32.8% (n = 44) utilised a service to cope with a personal crisis. Participants cited poor recognition and understanding of the challenges specific to trans and gender‐diverse individuals among helpline workers as a primary reason for avoiding these services, and articulated needs which were a poor fit for the one‐off intervention model commonly employed by helpline services. In order for helpline services to be viable avenues of support for trans and gender‐diverse individuals during a personal crisis, helpline workers must be sufficiently equipped to work with trans and gender‐diverse callers and to facilitate their enrolment in ‘traditional’ mental health services.

中文翻译：

---

跨性别和性别多元化的人对危机帮助热线服务的体验

无论地理位置如何，危机帮助热线通常都可以轻松访问并及时提供干预措施。这些服务的功效和用户体验是该领域内相当感兴趣的主题，但尽管记录在该人群中精神疾病的比率很高，但跨性别和性别多样化个体的经历仍未得到探索。共有 134 名跨性别和性别多元化的澳大利亚人接受了关于他们的个人危机经历和使用危机帮助热线的调查。在我们的样本中，84.2% ( n =  113) 的参与者承认至少一项服务——然而，只有 32.8% ( n = 44）利用服务来应对个人危机。参与者指出，热线工作人员对跨性别和性别多元化个体特有挑战的认识和理解不足是避免这些服务的主要原因，并且明确表达的需求不适合热线服务通常采用的一次性干预模式。为了在个人危机期间帮助热线服务成为支持跨性别和性别多样化个人的可行途径，热线工作人员必须有足够的能力与跨性别和性别多样化的来电者合作，并促进他们加入“传统”心理健康服务.