HELPLINES AND HOTLINES FOR THOSE IN DISTRESS

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HELPLINES AND HOTLINES FOR THOSE IN DISTRESS: 20.

Assoc. Prof. Ong Soh Khim asked the Minister for Community Development, Youth and Sports (a) how many helplines and hotlines do the Ministry and its affiliated Community Development Councils and voluntary welfare organisations have to help those who are in need; (b) how well are these helplines and hotlines publicised so that a person in need can easily know which number to call when a crisis arises; (c) whether these helplines and hotlines are manned by professionally trained counsellors; (d) what is the typical waiting time before a caller can get through to speak to a counsellor; and (e) what is the percentage of callers in the last three years who have received help after calling these hotlines and helplines.

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Mrs Yu-Foo Yee Shoon (for the Minister for Community Development, Youth and Sports): Mr Speaker, Sir, my Ministry has an enquiry line that the public can call for information and enquiries for matters relating to my Ministry's work.

However, for better accessibility, most community and social services are now provided by voluntary welfare organisations (VWOs). Members of the public who need help for social services can call the National Family Service Centre (FSC) hotline at 1800-CallFSC. This hotline would connect the caller to the nearest FSC which is a first-stop centre to support families. The FSC will provide the relevant information and advice, including setting up a face-to-face appointment, if necessary, or linking the person with the right agency for assistance.

Community Development Councils (CDCs) also have enquiry lines that are primarily intended to provide information and referral or to arrange for meetings and consultation in person. NCSS funds the Samaritans of Singapore (SOS) crisis hotline 1800-2214444 which addresses the needs of people in crisis. It operates 24 hours a day to counsel anyone in distress, who is suicidal or who just needs someone to talk to. Other VWOs also provide hotlines to meet needs or fill gaps that they have identified.

There are about 30 other hotlines and helplines run by VWOs that the public can call to get information or assistance on social and related services. These hotlines range from those that provide crisis counselling to those that provide referral services. Special helplines include the Teenager Pregnancy helpline, for example, 1800-Mum-to-be and the SAGE helpline for senior citizens.

The media has been supportive in publicising these helplines. SOS, the national Family Service Centre helpline and Care Corner hotline numbers are usually featured as numbers to call

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whenever the media cover issues where such help is required. Some hotlines are also listed in FYI page of the Straits Times every day. The various helpline operators carry out publicity campaigns to promote their helplines. For example, SOS organises an annual suicide prevention campaign to promote their number to the community. Helplines such as the National Family Service Centre helpline, SAGE helpline for senior citizens and mum-to-be helpline also publicise through launched events, pamphlets, cards, broadcast, print media, posters, SMRT train stations and through items of souvenirs.

Persons manning crisis hotlines such as the SOS line are trained in crisis intervention and phone counselling. Those that provide information and referral services are trained for such roles but do not need training in counselling.

3.00 pm

Mr Speaker: Order. End of Question time.

[ Pursuant to Standing Order No. 22, Written Answers to Questions Nos. 24, 25 and 27 on the Order Paper are reproduced in the Appendix*. Question Nos. 21-23, 26, 28 and 29 have been postponed to the next available sitting of Parliament. ]

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