Nautilus
Dark Times During COVID-19
During the COVID-19 Pandemic, Singapore faced an unprecedented mental health crisis. The isolation, the economic uncertainties, and anxieties about health took a toll on its citizens, exemplified by an alarming spike in suicide rates. In 2020, a non-profit organisation named Samaritans of Singapore (SoS) reported a total number of 452 suicides, a 13% increase from the previous year.
Professor Helen Ko, Associate professor of Singapore University’s Social Sciences department, highlighted the need for connecting with the elderly; suicides in this particular age group, aged 60 and above, hit 154. This was the highest recorded figure since 1991, marking a 26% increase from 2019. The elderly were the most susceptible to mental health crises as they are oftentimes the most lonely and socially isolated.
Domestic violence cases also increased as a result of the Circuit Breaker measures, Singapore’s own take at social distancing. With people cooped up in their often multi-generational homes, tempers flared and led to a 22 percent increase in domestic violence cases filed to the police. This mental health crisis warranted significant action. Confined by the intricacies of this life-threatening pandemic, people were trapped inside their own homes, and for a country as geographically small as Singapore, the implications of this isolation bordered on claustrophobic.
The need to establish a lifeline that connected people, especially in the age of social distancing, became all the more apparent. The demand for counselling and support services grew.
The Quest to improve Connection
For TOUCH Community services, a non-profit organisation dedicated to meeting the needs of the community through critital programmes and services, such as counselling and therapy, this surge in demand posed a significant challenge. During the pandemic, their counselling line, TOUCHline, was overwhelmed and the need for immediate and seamless communication with those in distress became more critical than ever. Pre-pandemic, they reported a total of 645 calls to their hotline. With 20 counsellors working remotely and facing an increased number of calls, their traditional phone systems struggled to keep up.
Callers experienced longer wait times, and their counsellors faced difficulties in ensuring timely follow-ups. TOUCH knew they needed a more resilient communications solution to continue their mission of providing emotional and psychological support to those in need.
To better serve their community, TOUCH sought a solution that would streamline their call management, allowing their team of counsellors to stay connected and continue offering critical counselling services remotely while their physical centres were closed during the pandemic. They needed a system that was scalable, cost-effective, and one that could handle the increasing volume of calls without compromising the quality of their care.
After evaluating multiple options they connected with Nautilus, a cloud communication provider in Singapore. Shawn Soh, Senior Counsellor of TOUCH Counselling & Psychological Services, reached out to John Alam, Nautilus CEO, with whom he had been in discussion since 2017. The Nautilus team helped them set up two toll-free numbers that callers could dial to reach their team of counsellors. They also implemented an IVR system that streamlined the call experience for the organisation, incorporating features such as office hour announcements and voicemail capabilities.
Nautilus Cloud Telephony is a fully cloud-based solution that allows TOUCH counsellors to receive calls on their office phones, or via a smartphone application when working from home or conducting home visits. This ensures they can provide counselling services to those in need, regardless of their location.
Signs of Life
The implementation of Nautilus Cloud Telephony revolutionised the way TOUCH’s counselling team managed calls through TOUCHline. They reported a 46.82% increase in the number of calls received, and fewer missed calls. The flexibility afforded by having a cloud-based calling solution, and implementing a ring strategy that allowed a call to ring all available counsellors, enabled their team to field more calls during operating hours. In an industry where a missed call can lead to tragedy, this was crucial.
As their operation ran from Monday to Friday, between 9AM-6PM, they also needed a way to offer callers who called after office hours an alternative option. Using the IVR, TOUCH played recorded messages instructing callers to leave a voicemail, providing them their hours of operation, and to let them know that help is on the way. The organisation also reports a spike in the number of voicemails received as well, showcasing the citizens’ need for connection and online support.
Nautilus’ quick implementation of their Cloud Telephony setup paved the way for a fast deployment and personalised support, enabling them to get up and running with minimal disruption. In an environment that requires speed and consistency, and where every call matters, this was crucial; and a testament to the benefits of a cloud-based solution. True to its identity as a cloud solution provider, the Nautilus team was capable of setting up TOUCHline’s phone systems remotely, negating the need for an actual site visit —a complication that, because of the Pandemic, required clearances.
About TOUCH Community Services: Touching and saving lives
TOUCH Community Services is a non-profit organisation in Singapore committed to helping people of all ages, races and religions overcome life’s challenges and see sustainable change and transformation in their lives. Since their inception in 1992, TOUCH has provided support to children, youths-at-risk, families in need, caregivers, seniors, and individuals facing special or wellness challenges. Their mental health arm offers professional counselling, toll-free helplines, and other essential services, bolstered by their mission "To inspire hope and impact lives because people matter”.
During the pandemic, their counsellors handled a wide range of distressing cases, from parents and school counsellors seeking help for children’s cyber and porn addictions to incidents of self harm, domestic violence, and even suicide. They provided a compassionate ear, offered valuable insights into the challenges callers faced, and guided them toward additional resources for further support. Their dedication played a crucial role in safeguarding the mental well-being of Singaporeans, making them an invaluable pillar of the community.
Post-pandemic, TOUCH’s reach has grown exponentially. They now receive over 1200 mental health-related calls annually, a testament to the nation’s growing awareness and proactive approach to seeking support. Over the next five years, the organisation aims to further its advocacy for Mental Health Awareness, emphasising its deep connection to mental and emotional well-being. Additionally, they are championing Workplace Psychological Safety, addressing key concerns such as job security, workplace relationships, and overall employee well-being— key issues for many adults navigating today’s evolving work environment.
By leveraging technology and innovation, TOUCH continues to enhance its impact, ensuring that help is always just a call away. And that even in the darkest times, meaningful connections can bring light and support to those who need it most.
The Work Continues
TOUCH’s mission didn’t stop when the pandemic eased; in fact, it has evolved. The helpline serves as a resource for individuals in distress to receive counselling support through speaking with trained professionals.
Funds gathered now support TOUCHline, their toll-free helpline (18-377-2252) with a robust cloud-based calling system that’s available weekdays from 9AM to 6PM (excluding public holidays).
TOUCHline gives people in distress a direct line to trained counsellors. When someone calls, it rings every available counsellor. That means fewer missed calls, and more lives saved. If someone calls outside office hours, the team follows up ASAP. No one gets left behind.
Mental health issues in Singapore are reported to have risen from 13.4% in 2020 to 15% in 2023. TOUCHline now handles over 1,000 calls each year, including calls from youths, as well as parents and school counsellors seeking help for children’s cyber and porn addictions, self-harm incidents, and domestic violence.
The team behind the line doesn’t just answer phones: they listen, they guide, they protect. Their work is a quiet force and lifeline holding people together and one that remains as vital as ever.
To donate to their cause and keep this lifeline alive, visit https://www.touch.org.sg/get-involved/fundraise/NautilusxTouch.html
Your support makes the next call possible.