Social Return on Investment (SROI) of a mental health helpline

WRITTEN BY
Dr Julius Ohrnberger

THE TEAM INCLUDED
David Moore
Douglas Yee

EXPERTISE INVOLVED
Economic & Market Analysis
Evaluations

23 JUNE 2025 | 2 MIN READ | CLIENT: NEW ZEALAND TELEHEALTH

Measuring the wider social and economic value of 1737 Need to Talk?

Whakarongorau Aotearoa commissioned Sapere to assess the societal value generated by 1737 Need to Talk?, one of Aotearoa New Zealand’s key mental health helplines providing 24/7 immediate mental health support to its users.

The purpose of this work was to support Whakarongorau in understanding but more so articulating the societal value of its service.

Our analysis involved the development of an SROI model with projections over a five-year period. The model was based on pathway modelling of service users, categorised by acuity, risk, and need which captured the complexity and diversity of user profiles and their associated outcomes.

As an SROI, the analysis considered not only the immediate impacts on service users, but also the wider effects on the health system and society as a whole. We used a mixed-methods approach, integrating data provided by Whakarongorau with findings from clinical and staff interviews, as well as a review of relevant literature. This enabled us to develop a robust programme logic and estimate key factors to consider in an SROI analysis such as attribution, displacement, deadweight, and drop-off of outcomes. We also developed a range of future service delivery scenarios, aligned with demand forecasting.

Using our SROI model, combined with forecasted demand and a conservative valuation approach, we estimated that 1737 Need to Talk? delivers a social return on investment of approximately 9:1. This means that for every dollar invested, society gains nine dollars in value. Such a high ratio highlights 1737 Need to Talk? as a highly valuable and effective service for Aotearoa New Zealand.