National Mindline 1771 Usage Statistics, Demographic Analysis and Service Utilisation across Support Channels and Categories
Ministry of HealthSpeakers
Summary
This question concerns the usage statistics and demographic profiles of the national mindline 1771 since its June 2025 launch, as raised by Ms Eileen Chong Pei Shan. Minister for Health Ong Ye Kung reported that counsellors handled over 39,000 contacts, with 26% remaining anonymous and a channel distribution of 60% hotline, 25% WhatsApp, and 15% webchat. While most users do not disclose demographics, identified cases show similar gender distribution and a primary age group of 20 to 35 years old. The Minister noted that 75% of users required early support and counselling, while 10% needed immediate crisis intervention and 15% required wayfinding and referrals. Common referral pathways for help-seekers include Community Outreach Teams, Community Intervention Teams, and Family Counselling Centres.
Transcript
10 Ms Eileen Chong Pei Shan asked the Coordinating Minister for Social Policies and Minister for Health (a) what is the demographic profile of help-seekers on the national mindline 1771 to date, by (i) age group and (ii) gender; (b) what is the distribution of contacts across (i) telephone (ii) WhatsApp and (iii) webchat channels; and (c) what proportion of help-seekers remain anonymous.
11 Ms Eileen Chong Pei Shan asked the Coordinating Minister for Social Policies and Minister for Health since the launch of national mindline 1771 in June 2025 (a) what is the total number of contacts received across all channels; (b) what proportion of contacts required (i) immediate crisis intervention (ii) early support and counselling and (iii) wayfinding and referrals respectively; and (c) what are the most common referral pathways.
Mr Ong Ye Kung: Since the launch of the national mindline 1771 service in June 2025, counsellors have handled more than 39,000 calls, messages and webchats, with 26% of help-seekers choosing not to disclose their personally identifiable information. The distribution of help-seekers across the hotline, WhatsApp messaging and webchat messaging channels is approximately 60%, 25% and 15% respectively.
Most of the help-seekers do not explicitly reveal their age or gender. However, based on counsellors' interactions with help-seekers across all channels, gender could be determined in approximately 37% of cases with fairly similar numbers of males and females.
For help-seekers who chose to share their age, most are 20 to 35 years old, as shown in Table 1.
Of the help-seekers attended to, approximately 10%, 75% and 15% required immediate crisis intervention, early support and counselling, and wayfinding and referrals, respectively. Help-seekers are mostly referred to Community Outreach Teams, Community Intervention Teams and Family Counselling Centres.