SUBANG JAYA, 22 May 2020 – In response to increased mental health concerns since the Movement Control Order (MCO) kicked in, MERCY Malaysia, in collaboration with the Ministry of Health’s (MoH) Crisis Preparedness and Response Centre (CPRC), has set up a dedicated hotline, powered by Digi’s virtual business system, Omni Hotline, to provide counselling to those requiring assistance during these unprecedented times.
To date, the hotline has received over 1,500 calls with queries ranging from seeking help with mental health related issues to getting access to food and medical aid.
A team of 31 psychosocial volunteers from MERCY Malaysia and 10 volunteer-counsellors from MoH managed and serviced the calls through Digi’s Omni Hotline, a digital office phone solution that operates fully on smartphones and provides landline numbers without the need for desk phones.
Given that the volunteers and counsellors are located at various locations across Malaysia, and with the MCO restricting mobility, it was not possible for all of them to be physically present at MERCY Malaysia’s offices to attend to the calls.
Omni Hotline became a vital digital tool that enabled them to take the calls via the Omni app on their smartphones from wherever they are, yet maintain an official landline number for the public to dial, instead of the volunteers’ personal mobile numbers.
“We are offering psychosocial assistance to all individuals affected by the Covid-19 crisis, in line with our aim of ensuring everyone stays physically and mentally healthy during this challenging period.”
Ir Amran Mahzan, Executive Director of MERCY Malaysia
With the success of the hotline, it is now linked to the Women’s Aid Organisation’s (WAO) domestic violence hotline, where callers are given a third option of speaking to a WAO crisis support officer on cases of child abuse and domestic violence.
Public who wish to speak to a counsellor can call the hotline at 03-2935 9935.