Woman criticizes Australia's extremism helpline for unhelpful advice

A woman who sought help for a young relative exhibiting neo-Nazi beliefs has voiced strong criticism of Australia's flagship violent extremism helpline, Step Together. She described the service as providing vague and unhelpful information during a time of significant concern. The helpline, funded by the federal government and managed by the NSW Department of Communities and Justice, offers advice on preventing and disengaging from violent extremism.

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I was directed to a police intervention program which I didn't feel was appropriate as a first step, to introduce the young person or his family, to a police program.

The woman told a Royal Commission on Antisemitism and Social Cohesion that she contacted the hotline hoping for information on community-led services or specialized psychologists. Instead, she was directed to a state police-led intervention program. She expressed apprehension about introducing a police program as an initial step, believing it could escalate the situation unnecessarily and that police involvement was not the immediate need.

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That's just escalating it to a point that would not be helpful right now. I don't believe we need the police right now, I hope we don't need the police.

Heather Jackson from the NSW Department of Communities and Justice acknowledged to the commission that specialist services are limited in some areas. She stated that Step Together does not refer callers to specific community-led programs or individual counselors, as they would need to formally endorse such services. Jackson indicated that the woman would likely receive the same response if she called again.

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Outside our government partners, we don't identify particular services. We don't adopt a practice of direct referral … we'd have to endorse that service or believe in that service.

Further dissatisfaction stemmed from the Step Together website, which the woman found difficult to navigate and lacking crucial details. She noted a concerning absence of information regarding specific groups and behavioral patterns associated with far-right extremism and neo-Nazi beliefs. This deficiency forced her to conduct extensive independent research to understand the influences affecting her relative.

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There is little or no information about the specific groups or patterns of behaviour, including those associated with far-right extremism or neo-Nazi beliefs, which I found troubling.