Rethinking Digital Support for Young People

An article from The Guardian explores how many young people experiencing domestic or family violence are reluctant to use traditional phone helplines, creating barriers to accessing support. Research shows that a significant proportion of people aged 16–29 experience anxiety about making phone calls, yet many crisis services still rely on telephone-based contact as the primary entry point for help. 

To address this gap, the Victorian family violence service Safe Steps has proposed a “support multiverse” — a digital ecosystem designed to connect young people with help through platforms they already use, such as social media, messaging apps, online forums and gaming spaces. Instead of requiring young people to seek out a hotline, the model aims to embed support directly within the online environments where they spend time. 

Advocates argue that this approach could make support more accessible, youth-friendly and less intimidating, particularly for adolescents who may fear speaking on the phone or who are unsure where to find appropriate help. Experts also emphasise that the system should be co-designed with young people to ensure it reflects their communication habits and needs. However, specialists stress that digital tools must complement — not replace — properly funded, trauma-informed offline services that can provide long-term assistance.