Why 13 YARN shows that listening is powerful medicine

nib acknowledges the Traditional Custodians of the lands where we work and live, and we pay our respects to Elders past and present. We recognise and celebrate the enduring connection that Aboriginal and Torres Strait Islander peoples have to Country, culture and community.

When it comes to health and wellbeing, community-led initiatives are often the most powerful. That's exactly what 13YARN, Australia’s first national crisis support line run by and for Aboriginal and Torres Strait Islander peoples, has achieved.

13YARN started as an idea from Aunty Marj Anderson, who didn’t begin with a plan – she began with a question. “What do you need?” she asked her community.

“I went out to the community with a blank sheet of paper,” she recalls. “I asked, What do you want it to look like, feel like? What do you want the values to be?”.

That simple, open question laid the foundation for 13YARN, which now offers a culturally safe crisis support line available 24/7. It’s the first of its kind, providing confidential, non-judgmental support from people who truly understand the culture, community and communication needs of Aboriginal and Torres Strait Islander peoples. Operated entirely by Aboriginal and Torres Straight Islander people, and supported by Lifeline Australia, 13YARN has become a powerful model for culturally safe care in action

For nib, 13YARN represents the kind of community-driven health initiatives we’re passionate about supporting. Our Reconciliation Action Plan is focused on building trust, understanding and ultimately creating better health outcomes for all. 

Building with (not for) community

When Aunty Marj was asked to lead the creation of a new crisis line, she wasn’t an expert in mental health. But that turned out to her strength. Without any preconceived ideas, she could focus on what the community wanted.

She travelled around Australia, meeting with Elders, youth, people from the LGBTQIA+ community, and those from regional and remote areas. Everyone had a voice in shaping the service, creating a new model for Aboriginal mental health support built on community input and trust.

“I needed to make sure I had the diversity of the community scattered throughout these workshops,” she explains. “And when I came back with the design, I said, Did I hear you right? That’s the step most people miss in co-design.”

The result? A service that’s grounded in trust and belonging, not a top-down approach.

Doing things right, not fast

Aunty Marj knows that sometimes, the best things take time. While government deadlines often push for fast results, she focused on doing things right – even if that meant taking longer.

“Your deadline doesn’t mean anything to the Aboriginal community,” she says. “I’ll deliver it when I can.”

This approach has been at the heart of 13YARN’s success. It continues to evolve at the pace that the community is ready for, always keeping feedback in the loop. For example, the team’s training program went through several rounds of testing and refinement to ensure it truly reflected lived experiences.

It’s a reminder that in health and wellbeing – whether creating a new service or simply managing day-to-day stress – taking time to listen, adapt leads to better outcomes for everyone.

The power of connection

One of the most striking insights Aunty Marj shares is what happens to call patterns during the holidays.

“When Lifeline’s calls go up, ours go down,” she says. “Because people go back to Country – they put their feet in the dirt, visit family and reconnect. The aunties and grandmothers are less lonely because the grandbabies are home.”

Wellbeing is more than the individual for many Indigenous people. It’s about kinship, Country, and collective strength. This deep sense of connection can act as a protective force against loneliness and distress.

In a world that often feels isolating, stories like this – and simple check-ins like talking with someone you care about – remind us that connection itself is the best medicine. 

Bridging now to next

The theme of Bridging Now to Next for National Reconciliation Week holds special meaning for Aunty Marj.

“Each generation has a responsibility to make the next generation’s journey better than yours,” she says. “The generation before me fought to create health and legal services. My generation started to get seats at the table. Now the next generation has that seat – we need to make sure the table is stronger for them.”

This vision for a stronger future guides her work and resonates deeply with nib’s mission. We’re committed to helping create better health outcomes for future generations by empowering communities to lead the way. 

Educate, don’t alienate

Throughout her career, Aunty Marj has learned that lasting change comes through education, not confrontation.

“You catch more flies with honey than vinegar,” she laughs. “If someone makes a comment out of ignorance, try to educate them. And if they’re don’t listen – just walk away.”

That generosity of spirit runs through every part of 13 YARN, where conversations are guided by empathy and understanding. It’s also influencing Lifeline itself; as Aunty Marj notes, the organisation is learning from 13YARN’s approach and adapting to be more inclusive and community-driven.

Courage to do things differently

Reflecting on decades of public service and advocacy, Aunty Marj’s advice is simple: “Be brave. If you want to do things better and differently, you’ve just got to take those steps.” That courage – to listen, to learn, to share power – is what makes 13YARN a model for culturally safe mental health care. It’s also what makes stories like this so important to nib’s mission. We believe that when communities lead, everyone benefits.

About 13YARN

13YARN (13 92 76) is a 24/7 national crisis support line for Aboriginal and Torres Strait Islander peoples, offering a culturally safe space to talk and be heard – about worries, big or small. Every call is answered by an Aboriginal or Torres Strait Islander crisis supporter trained to listen and provide help in a way that respects culture, community and Country.

Need support?

• 13 YARN (13 92 76): 24/7 crisis support for Aboriginal and Torres Strait Islander peoples

• Lifeline (13 11 14): 24/7 crisis support for anyone in Australia

• Beyond Blue (1300 22 4636): mental-health support and resources.