Adjunct associate professor Christopher Cheok, the director of national mindline 1771, said that most users call the helpline to talk about their mental distress.
“The next most popular service is finding help, and at 1771 we have developed AI tools (for counsellors) to quickly match the person’s needs … to a service that’s nearest to their home,” he said.
Adj Assoc Prof Cheok clarified that while AI is used for back-end processes, their online web chat service is “100 per cent manned by a human”.
Since the service was trialled earlier this year, the biggest user group is young working adults, followed by the teenage population, he said.
A COMMUNITY EFFORT
The national mindline is currently operated by a team of 30 full-time counsellors and staff, MOH said. The ministry will launch a pilot in late 2025 to recruit and train volunteers in counselling, psychological first aid, and crisis management.
“We hope to involve the community as part of this national effort so that, hopefully, we can build a more caring, empathic society,” said Adj Assoc Prof Cheok.
With the launch of the national mindline 1771, IMH will discontinue its mental health helpline number 6389 2222.
To ease the transition to the new helpline, IMH has put a temporary measure to route all calls to national mindline 1771. For the next three months, individuals who call the IMH will hear a recorded message that the number is no longer in use, and their call will be automatically forwarded.
Ms Kunaaeswari D/O Padmanappan, a counsellor at the national mindline 1771, told CNA that having an anonymous helpline allows people to be more open to sharing, as there is no judgment involved.
After speaking to a caller, she will analyse what they have shared, consolidate their information and see which resources are the best fit.
“We’re here to guide because we’re counsellors. We don’t tell them what to do,” said the 26-year-old.
“We just want them to have the strength to choose what it is that they want to do. So we give them a wide range of options, and then we leave it to them to explore on their own.”
With the launch of national mindline 1771, she hopes there will be less stigma for those who want to seek help.
“I think, as time goes by, a lot of people are coming forward to seek help. And that itself is a great start.”
