Proposal to Add Text Messaging Service in National Anti-Violence Helpline to Facilitate Quick Reporting

3 Mr Zhulkarnain Abdul Rahim asked the Minister for Social and Family Development whether the Ministry will consider a text messaging service in addition to the 24-hour National Anti-Violence Helpline to allow for the quick reporting of family violence cases or urgent queries for assistance via non-verbal means.

The Minister of State for Social and Family Development (Ms Sun Xueling) (for the Minister for Social and Family Development): Mr Speaker, Sir, the National Anti-Violence Helpline (NAVH) was officially launched in February 2021 for members of the public and social service professionals to report cases of child abuse, vulnerable adult abuse and family violence. NAVH is a consolidation of 10 helplines into a single helpline to make it easier to report abuse and violence, reduce call waiting time and provide quicker support to callers. Since it started operations on 18 January 2021 until end-December 2021, NAVH has received 8,400 calls.

In line with efforts to make it easier to report abuse and violence, MSF will enhance NAVH to allow multiple modes of reporting, such as via a web link or mobile application. These modes of reporting would enable persons to quickly provide necessary details, such as timing, location and other key observations of the violent incidents, for follow-up action through an easy-to-use form. These new modes of reporting will increase the accessibility of NAVH and make it easier for survivors and bystanders, including persons who are unable to call NAVH, to report violence discreetly.

The enhancements will be rolled out by end-2022. MSF will give some time for the changes to stabilise. MSF will also study the feasibility and need for text messaging service to complement NAVH and web/mobile application in subsequent enhancements, taking into account considerations, such as the security of clients’ data.

NAVH should not be used for emergencies when there is imminent danger to safety. If members of the public require emergency assistance but are unable to call 999, they should use the SMS 71999 service of the Singapore Police Force.

Mr Speaker: Mr Zhulkarnain Abdul Rahim.

Mr Zhulkarnain Abdul Rahim (Chua Chu Kang): I thank the Minister of State for the announcement. It is very welcoming news of the new modes of reporting and assistance to complement NAVH. With discreet text messages or through web link or through the app, we do need to consider two considerations. One, is to minimise the risk of interception of the chat history, data on iCloud, the conversation thread; second, is preventing impersonation, perhaps by the use of code words or a phrase. In other jurisdictions, they will use code words like S-A-F-E to convey that there is some unsafe access to the conversations.

Could MSF look into this while looking into the rolling out of the other modes of reporting, to look at how to further enhance the protection and perhaps in concert with colleagues from MCI as well, together with the recently announced Code of Practices on Social Media Platforms? I would appreciate any clarifications in that regard.

Ms Sun Xueling: I thank the Member for his clarifications as well as suggestions. Indeed, the security of client data is very important to us. That is why we are not just purchasing off-the-shelf solutions. We now have this dedicated NAVH. I mentioned earlier that we are looking into rolling out an easy-to-use form via a web link or a mobile application.

That easy-to-use form would already include areas where the caller can include items, such as timing, location and other details, that will be helpful to allow first responders to reach the person who is asking for help. This person could either be the survivor/victim himself or herself, as well as a bystander.

We will study the suggestion you have made about what the other jurisdictions are doing. Indeed, we have been doing so. That is why we had the signal for help hand signal to help the vulnerable as well as children who are suffering, potentially, from abuse and neglect. This was something that the Member had suggested. MSF had taken it up and we rolled it out as part of our "Break the Silence" campaign.

We will continue to look into improving the different modes and channels in which survivors and potential victims can report. Indeed, the security of the data is of utmost importance. We will be rolling out those implementation plans in stages to make sure that the system is stable, and also that when callers dial in, they get help. Because the information is triaged out into the Family Violence Specialist Centres or the Family Service Centres, to ensure that callers not only have convenient and safe modes of reporting, but also, that they get the help that they need.