In 2024, ITAR Consultants was commissioned by WHO to conduct an evaluation of Lebanon’s National Lifeline, a suicide prevention hotline operated by Embrace in collaboration with the National Mental Health Program (NMHP) at the Ministry of Public Health and WHO. The Lifeline provides anonymous support for individuals experiencing emotional distress or suicidal thoughts.
The study assessed the Lifeline against key evaluation criteria, including relevance, reach, efficiency, effectiveness, adherence, sustainability, impact, and lessons learned. Specifically, the evaluation aimed to:
- assess the Lifeline’s effectiveness in suicide prevention and improving mental health outcomes for callers;
- identify strengths and weaknesses in human resources, financing, management, and communication;
- analyse contextual factors affecting the implementation of Standard Operating Procedures (SOPs); and,
- provide recommendations to enhance operations and long-term sustainability
This evaluation therefore aimed to both review and assess past and current operations, while also identifying practical recommendations for improvement in the future. Findings from this evaluation will inform Embrace, WHO, and NMHP in optimising Lifeline operations. The study is also relevant to AFD (a key funder) and MHPSS actors in Lebanon and globally, including other crisis hotline operators seeking to strengthen their services.
