On talian to help

That is the key towards building trust at Talian Kasih, the welfare service line which operates around the clock to attend to those suffering from issues ranging from welfare, suicide ideations to domestic violence. The 24/7 service which was set up by the Women, Family and Community Development Ministry in 2017, is run by a group of call agents who diligently act as frontliners - on average, they receive between 200 and 300 calls with an agent handling up to 30 calls. Among them is community development officer Jayachitra Subramanian, who has been with Talian Kasih since August 2019 and currently supervises the call agents. She says in ensuring the callers' trust, a set of protocols is in place to ensure each case is being attended to specifically and efficiently. "We have a call handling protocol. We start with our greetings and proceed to identify the caller's needs because many t...