Source: Radio New Zealand
A family is advocating for change after their daughter died by suspected suicide. 123RF
Warning: This story contains content some may find disturbing.
The family of a 13-year-old who died by suspected suicide after contacting multiple helplines is making a plea for better information sharing by crisis services.
Annabelle Daza died on 19 September, 2024.
Her devastated parents are still waiting for the coroner’s inquiry to give them answers about what happened to her – but meanwhile, they are advocating for change.
Her mother, Zoë Daza, said they were always very open with their daughter about mental health.
“We always told her the important thing is to reach out for help.
“So that’s what we try and hold onto, that she did kind of do what we told her to do, by reaching out to the helplines, she did try.
“But she just didn’t try with us, unfortunately.”
In August last year, Annabelle’s parents noticed she seemed run-down.
“Annabelle was always such a kind person, followed the rules, straight-laced, into dance,” the mother said.
“Her grades never dropped, she totally kept up appearances with us. The only thing we knew is that she wasn’t sleeping.”
She took her to their GP, who prescribed melatonin to help her sleep.
Soon after that the teen made a secret late-night call to Lifeline. Her parents have seen the transcript.
“Lifeline counsellors were amazing,” said Zoë Daza.
“So they did keep her engaged for a long time, kept trying to get more information from her, didn’t take her word for it when she said she was going to go and get help, and told her ‘We fear for your safety, and we’re going to escalate it to the police’.”
The police phoned Annabelle, but she gave a fake name and address, and told them she was 8-years-old.
An ambulance went to the address she had given – the vacant lot next door to her home – but there was no further action.
The same night, she texted Youthline saying “Hey I need help” but did not respond further, so the conversation was closed.
On 5 September – two weeks before her death – Annabelle contacted Youthline again and disclosed two recent possible suicide attempts and daily self-harm.
The log shows no response for 15 minutes.
It is not known at this stage whether the counsellor was seeking advice or dealing with other texters, Zoë Daza said.
“When they finally came back they said ‘Oh, it sounds like you’re going through a really tough time – have you thought about speaking to a doctor?’ And she said ‘No, I don’t want to’, and they said ‘Well, how can we help you tonight?’.
“She said ‘I don’t know, I just wanted to tell someone.’
“Then they just left it.”
Annabelle also tried to contact the 1737 helpline three times.
“Each time they were just shut by a bot even though she said she required urgent care. It said ‘We’re too overwhelmed to help you at this time’. It was just automatically closed.”
Miguel Daza said young people were constantly told the helplines were there to help.
“But that’s not exactly the case if a bot’s closing it, or you get asked ‘Have you thought about going to your doctor?’ Who would say that to a 13-year-old? Most 13-year-olds don’t even know who their doctor is.”
In Annabelle’s case, so many agencies had a piece of the picture, but no-one could put it together.
If there had been any information sharing or common protocols, someone could have identified the pattern and sounded the alarm, he said.
“I think we need to streamline it: either simplify it and have one line, or have all lines tied together. But either way, the left hand needs to know what the right hand is doing.”
Helplines not designed for acute crisis situations – coroner
In October, coroner Meenal Duggall released her findings into the 2023 suicide of a young Canterbury man, saying his multiple interactions with online services raised wider concerns about their role and capacity and the public’s understanding of their limitations.
Such services were not designed to manage acute mental crisis situations, she said.
Whakarongorau, which operates 1737, told the coroner it had made key changes to policies and training, including lowering the threshold for escalation when suicidality was involved.
The helplines involved in Annabelle’s case declined to comment to RNZ while the coroner’s inquiry was underway, nor did they respond to questions about whether they had capacity to identify repeat callers or share information with other agencies.
Lifeline provided this response: “At this stage we are unable to go into detail around our process for responding to frequent callers as Lifeline is an anonymous and confidential service.”
Whakarongorau Aotearoa said it acknowledged the terribly sad and tragic situation for Mr and Mrs Daza and its deepest sympathies were with them.
The organisation would look closely at any recommendations that came from the coroner – and any lessons to be learned.
Its clinical lead psychiatrist, Dr David Codyre, said services across the sector were seeing more people presenting at risk of self-harm and suffering isolation, anxiety, financial and relationship issues at the same time as they were grappling with workforce shortages.
More young people were seeking mental health support, preferring digital channels.
“The complexity of calls to helplines and other services is increasing, which means longer interactions, and at times, more people waiting, longer that we would want.
“While digital services play a critical role in supporting tens of thousands of people each year, who are experiencing mild to moderate distress, people who are experiencing a high or imminent level of risk should contact a local crisis service or call 111.”
A different model?
A 2016 study based on calls to Lifeline Australia, found fewer than 3 percent of callers accounted for 60 percent of calls.
Researchers proposed a new service model with a dedicated service for frequent callers, and better linkages between helplines and other services providing mental health care, particularly GPs.
Auckland University Professor in Child and Adolescent Mental Health, Terryann Clark, said there was merit in the idea.
“If we know that someone is ringing up different sources, they’re clearly seeking some support and they’re looking for help.
“So it would be good to join up multiple calls to one helpline, but also between helplines.”
While anonymity was really important to some young people, others needed a personal connection, she said.
“We should have a suite of options so no matter what door people are wanting to enter that there will be someone there willing to walk them through the process and connect them to the support that they need.”
Youth mental health researcher Seungyeon Kim from Koi Tū Centre for Informed Futures said helplines could play a key role for young people in distress.
“Especially if they’re feeling they don’t have anyone else in their life to talk with, then the helplines in these immediate brief interventions are filling that role for them. And I think that’s very important.”
According to the Mental Health Foundation, one in four young people experience moderate to severe mental health challenges – rates that have nearly doubled in six years – but one in five struggle to access support.
Nearly 15,000 people have signed its petition so far calling on the government to take urgent action on child and youth mental health.
Meanwhile, the police have told the Daza family they are finalising their deposition and hope to provide it to the coroner on Tuesday.
Miguel Daza said waiting for the inquiry to progress had been gruelling for them – but they are hoping for recommendations that prevent future tragedies.
“While this investigation has been held up, the youth are vulnerable and could very well be falling through the cracks, just like Annabelle has.”
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.
- Youthline: 0800 376 633 or text 234 or email talk@youthline.co.nz.
- What’s Up: 0800 WHATSUP / 0800 9428 787. This is free counselling for 5 to 19-year-olds.
- Asian Family Services: 0800 862 342 or text 832. Languages spoken: Mandarin, Cantonese, Korean, Vietnamese, Thai, Japanese, Hindi, Gujarati, Marathi, and English.
- Rural Support Trust Helpline: 0800 787 254.
- Healthline: 0800 611 116.
- Rainbow Youth: (09) 376 4155.
- OUTLine: 0800 688 5463.
If it is an emergency and you feel like you or someone else is at risk, call 111.
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– Published by EveningReport.nz and AsiaPacificReport.nz, see: MIL OSI in partnership with Radio New Zealand