XN000022-1980-12-11 — Page 2

THURSDAY, DECEMBER 11, 1980

HELP AVAILABLE ON SWD FAMILY SERVICES HOTLINE

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DEPUTY DIRECTOR OF SOCIAL WELFARE, MRS ANSON CHAN TODAY APPEALED TO THE PUBLIC TO REFRAIN FROM MAKING FRIVOLOUS CALLS TO THE SOCIAL WELFARE DEPARTMENT'S HOTLINE IN ORDER TO LEAVE IT FREE FOR GENUINE USERS.

SPEAKING ON THE GOVERNMENT'S PROVISION OF FAMILY WELFARE SERVICES AT A LUNCHEON MEETING OF THE HONG KONG Y'S MEN'S CLUB, MRS CHAN SAID MANY COMPLAINTS HAD BEEN RECEIVED ABOUT SUCH CALLS WHICH MADE IT DIFFICULT FOR GENUINE USERS TO GET THROUGH.

SHE POINTED OUT THAT THE HOTLINE SERVICE, INTRODUCED ON A TRIAL BASIS IN OCTOBER, WAS INTENDED TO GIVE ON-THE-SPOT PROFESSIONAL GUIDANCE AND ADVICE IN URGENT CASES INVOLVING PERSONAL OR FAMILY PROBLEMS.

THE HOTLINE HAS SO FAR RECEIVED A TOTAL OF 5 800 CALLS, SHE SAID, OF WHICH ABOUT 42 PER CENT ARE LEGITIMATE AND NEARLY 17 PER CENT ARE ENQUIRIES ABOUT OTHER GOVERNMENT DEPARTMENTS OR ORGANISATIONS.

MRS CHAN SAID THAT WHILE THE SERVICE WAS WELL PATRONISED AND APPEARED TO BE MEETING A REAL NEED, THE DEPARTMENT WAS CONCERNED OVER THE HIGH NUMBER OF NON-ACTIONABLE CALLS 40 PER CENT OF THE TOTAL RECEIVED.

ABOUT

MANY JUST HUNG UP, SOME WERE PLACED BY PRANKSTERS, AND ON OCCASIONS THE CALLER USED EMBARRASSING LANGUAGE, SHE SAID.

CALLING FOR PUBLIC COOPERATION, SHE SAID ENQUIRIES ABOUT SERVICES SHOULD BE DIRECTED TO THE NEAREST FAMILY SERVICES CENTRE OF THE DEPARTMENT BY TELEPHONING THE LISTED NUMBER OR CALLING IN PERSON.

+THIS WILL LEAVE THE HOTLINE FREE FOR PEOPLE WHO GENUINELY REQUIRE URGENT PROFESSIONAL ADVICE AND GUIDANCE,+ SHE SAID.

MRS CHAN SAID THAT OF ALL CALLS RECEIVED, THE LARGEST NUMBER CONCERNED MARITAL CONFLICTS, AND MANY CALLERS WERE EMOTIONALLY UPSET AND WANTED A SYMPATHETIC EAR. NEXT CAME PROBLEMS INVOLVING THE DISCIPLINE AND UPBRINGING OF CHILDREN AND YOUTH, SHE ADDED,

SHE SAID ONE OF THE REASONS FOR SETTING UP THE HOTLINE WAS TO MEET AN APPARENT PUBLIC CONCERN OVER CHILD ABUSE, BUT SO FAR ONLY TWO CALLS RECEIVED WERE POSSIBLE CHILD ABUSE CASES WHICH WERE IMMEDIATELY FOLLOWED UP AND NEITHER WAS SUBSTANTIATED.

OF ALL CALLS RECEIVED, 550 OR NINE PER CENT REQUIRED FOLLOW-UP ACTION BY THE DEPARTMENT, AS THE BULK WERE DEALT WITH SATISFACTORILY ON THE PHONE, SHE SAID.

/SHE SAID