Taking care of the needy in difficult Covid times

A Well-being and General COVID Support Hotline set up under the “In Love We Walk” programme sponsored by Hang Seng Bank has proved effective in offering both material and psychological support to the most vulnerable members in the community.

With the support of the Hang Seng COVID Community Support Programme, the hotline is managed by the Hong Kong Family Welfare Society (HKFWS), and during its service period, around 5,500 calls had been made by 100 social workers and trained volunteers.

Sunny, a Hang Seng volunteer, shares the practical training he received before officially operating the service. “The HKFWS training program comprise two parts. Firstly, a senior social worker taught us the skills of telephone counseling, such as how to effectively record the needs of the elderly and handle some critical situations; they also guide us in how best to follow up cases.”

The hotline is designed not only for people to dial in to seek help, but it also initiates ‘warm calls’ to reach those who are of poor social connection, or who have difficulty in managing pandemic information. As an integral part of an early intervention strategy, the volunteers proactively show care and concern on the one hand, and make referrals for formal support when the case warrants.

According to Mr Alan Chan, Social Work Consultant of HKFWS and Supervisor of Hotline Services, elderly families, single-parent families with young children, chronically ill patients, and the unemployed are the most frequent users of the service. Their most common requests are for financial support, resources including food and medicine, and help with COVID-19 related difficulties.

Chan points out that the social workers on duty strive to create a warm and non-judgmental environment so that callers can feel safe to express their feelings. He shares one of the most memorable feedbacks from the elderly service recipient: “My husband felt lonely and helpless during the pandemic, but his emotions were uplifted after the call because he felt that the community cares about him, and the calls re-connect him with society.”

Recipients were relieved by the compassionate response on the hotline, and they were especially pleased when the care pack came in time and the quarantine supplies in the care pack met their needs. They also expressed their heartfelt gratitude to the donors.

The hotline has successfully provided mental and emotional support and tangible assistance on a wide level among the community, bringing much needed relief to vulnerable individuals from infants to elders.

“We’ve learnt from this experience that the community network and partnership engagement are critical in providing timely support during a crisis,” Chan concludes. “The concerted effort is key to overcoming the many obstacles posed by the pandemic.”