FAQ - Samaritans of Singapore (SOS)

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<span class="icon-salient-x" aria-hidden="true"></span> </a></div> </div> </div> </div> <div id="ajax-content-wrap"> <div class="container-wrap"> <div class="container main-content" role="main"> <div class="row"> <div id="fws_67b8883f0cc4a" data-column-margin="default" data-midnight="dark" class="wpb_row vc_row-fluid vc_row top-level ss-faq-services mart-70" style="padding-top: 0px; padding-bottom: 0px; "><div class="row-bg-wrap" data-bg-animation="none" data-bg-animation-delay="" data-bg-overlay="false"><div class="inner-wrap row-bg-layer" ><div class="row-bg viewport-desktop" style=""></div></div></div><div class="row_col_wrap_12 col span_12 dark left"> <div class="vc_col-sm-12 wpb_column column_container vc_column_container col no-extra-padding inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > <div class="vc_column-inner" > <div class="wpb_wrapper"> <h2 style="color: #2c2869;text-align: left" class="vc_custom_heading vc_do_custom_heading fs-40 fw-bold marbt-50 txt-up" >Frequently Asked Questions (FAQ)</h2> <div class="wpb_content_element" data-interval="0"> <div class="wpb_wrapper tabbed clearfix" data-style="default" data-animation="fade" data-spacing="default" data-icon-size="" data-full-width-line="" data-color-scheme="extra-color-2" data-alignment="left"> <ul class="wpb_tabs_nav ui-tabs-nav clearfix"><li class="tab-item active-tab"><a role="button" href="#tab-1704715866359-4" class="active-tab"><span>24-hour Hotline</span></a></li><li class="tab-item"><a role="button" href="#tab-1704715866390-9" ><span>24-hour CareText</span></a></li></ul> <div id="tab-24-hour-hotline" data-tab-icon="" class="wpb_tab ui-tabs-panel wpb_ui-tabs-hide clearfix"> <h2 style="color: #000000;text-align: left" class="vc_custom_heading vc_do_custom_heading fs-35 fw-bold marbt-30 mart-30" >24-Hour Hotline</h2> <div class="wpb_text_column wpb_content_element " > <div class="wpb_wrapper"> <div class="ss-faq-services"> <div class="list-service-faq"> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Who is this service for? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Whether or not you are battling against suicidal thoughts, or just need to confide in someone about your struggles, you are welcome to call our 24-hour hotline.</p> <p>You can also seek support from this platform if you are concerned for someone who might be suicidal.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Who will I be speaking to? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>You will be speaking to volunteers who are trained to provide emotional support and a listening ear. Here are some things you should know about them:</p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Aside from sharing their names and gender, the volunteers do not reveal personal information about themselves. </span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">While they might be able to provide you contacts to professional resources, they do not provide professional advice. </span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Our volunteers can end the call if he/she is being abused by you. </span></li> </ul> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Is this service confidential? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Yes. What you share with us will be kept confidential. However, confidentiality might be broken if SOS determines that you are unable to keep yourself safe from harm.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Can I remain anonymous? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Yes. However, you can choose to provide your name if you wish.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Is it chargeable to call the hotline? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>No. The number for this hotline is toll-free.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Can non-English speakers use the hotline? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Yes. However, not all volunteers are proficient in speaking other languages. Volunteers who can do so might not always be available as well.</p> <p>If there are no Mandarin-speaking volunteers available, Mandarin speakers can consider reaching out to Care Corner’s Mandarin hotline:</p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Contact No.: 1800 3535 800 </span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Opening Hours: Mon to Sun (10am to 10pm, excluding public holidays) </span></li> </ul> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What if I am calling from another country other than Singapore? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>If you are calling in from a foreign country, do reach out to your local emergency services if you are at an imminent risk of harming yourself. You can also check the following link to find suicide prevention services within your area: <a href="https://www.befrienders.org/">https://www.befrienders.org/ </a></p> <p>If you know someone in Singapore who is in danger of harming themselves, call the Singapore Police Force at +65 6255 0000.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What if calling the hotline does not work for me? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>No worries. You can consider using CareText or email to <a href="mailto:pat@sos.org.sg">pat@sos.org.sg</a> if you still wish to have a listening ear.</p> <p>Caremail is not monitored 24/7 and we will take a few working days to respond to your email.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> How can I submit feedback for my experience using the hotline? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>You can complete the form provided under the Enquiries section in the this link:</p> <p><a href="/contact-us">https://www.sos.org.sg/contact-us</a></p> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div id="tab-24-hour-caretext" data-tab-icon="" class="wpb_tab ui-tabs-panel wpb_ui-tabs-hide clearfix"> <h2 style="color: #000000;text-align: left" class="vc_custom_heading vc_do_custom_heading fs-35 fw-bold marbt-30 mart-30" >24-Hour CareText</h2> <div class="wpb_text_column wpb_content_element " > <div class="wpb_wrapper"> <div class="ss-faq-services"> <div class="list-service-faq"> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Who is this service for? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Whether or not you are battling against suicidal thoughts, or just need to confide in someone about your struggles, you are welcome to use SOS’ 24-hour text-messaging platform, CareText.</p> <p>You can also seek support from this platform if you are concerned for someone who might be suicidal.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Who will I be speaking to? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>You will be speaking to volunteers who are trained to provide emotional support and a listening ear. Here are some things you should know about them:</p> <ul> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Aside from sharing their names and gender, the volunteers do not reveal personal information about themselves. </span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">While they might be able to provide you contacts to professional resources, they do not provide professional advice. </span></li> <li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Our volunteers can end the chat if he/she is being abused by you. </span></li> </ul> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Is this service confidential? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Yes. What you share with us will be kept confidential. However, confidentiality might be broken if SOS determines that you are unable to keep yourself safe from harm.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Can I remain anonymous? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Yes. However, you can choose to provide your name if you wish.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What do I need to get started? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>As CareText runs on WhatsApp, you will need to have internet access and a WhatsApp account.</p> <p>On your personal computer, you can use both WhatsApp Web and the desktop app to access CareText from our website.</p> <p>Alternatively, you can also access CareText by searching for 91511767 on WhatsApp. Note that you can’t reach SOS if you were to call that number.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What can I expect? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>Before you are linked up with one of our trained volunteers, you will have to answer a survey comprising 5 questions. It helps us to have a better sense of whom we are speaking to.</p> <p>The survey will begin the moment you send a message on WhatsApp. For questions that have multiple options, please type the number that reflects your selected option.</p> <p>Example<br /> “Are you? Select option 1 to 3”<br /> [1] Male<br /> [2] Female<br /> [3] Non Binary.<br /> If you identify as a female, type 2.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What kind of messages can I send? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>While CareText functions on WhatsApp, kindly send text messages only, as we are unable to receive emojis, photos, videos, audio-recordings, gifs, stickers, and files.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> Can I text in other languages besides English? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>No, our volunteers are not trained in other languages.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What if I face technical difficulties? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>As we may require some time to resolve the technical difficulties on WhatsApp, call our 24/7 hotline at 1-767 instead, or call 999/995 if you or someone else is in imminent danger. Alternatively, you can revisit our SOS website to check the status of CareText later.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What if I am texting from another country other than Singapore? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>If you are texting in from a foreign country, do reach out to your local emergency services if you are at an imminent risk of harming yourself. You can also check the following link to find suicide prevention services within your area: <a href="https://www.befrienders.org/">https://www.befrienders.org/ </a></p> <p>If you know someone in Singapore who is in danger of harming themselves, call the Singapore Police Force at +65 6255 0000.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> What if texting does not work for me? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>No worries. You can consider calling our 24/7 hotline at 1-767 or email to <a href="mailto:pat@sos.org.sg">pat@sos.org.sg</a> if you still wish to have a listening ear.</p> <p>Caremail is not monitored 24/7 and we will take a few working days to respond to your email.</p> </div> </div> </div> </div> <div class="faq-item"> <div class="box-rooms"> <div class="rooms-content"> <h5 class="faq-title"> How can I submit feedback for my experience using the CareText? <span class="collapse-ic"><i class="fa fa-plus" aria-hidden="true"></i></span> </h5> <div class="exceprt"><p>When the chat comes to a close, a link to a post-chat survey comprising 2 questions will be provided. If you wish to more feedback, you can complete the form provided under the Enquiries section in the this link:<br /> <a href="https://www.sos.org.sg/contact-us/">https://www.sos.org.sg/contact-us</a></p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div></div> </div> </div> <div class="nectar-global-section before-footer"><div class="container normal-container row"> <div id="fws_67b8883f16734" data-column-margin="default" data-midnight="dark" class="wpb_row vc_row-fluid vc_row full-width-section ss-near-footer" style="padding-top: 0px; padding-bottom: 0px; "><div class="row-bg-wrap" data-bg-animation="none" data-bg-animation-delay="" data-bg-overlay="false"><div class="inner-wrap row-bg-layer using-image" ><div class="row-bg viewport-desktop using-image using-bg-color" style="background-image: url(https://www.sos.org.sg/wp-content/uploads/2023/06/NEWSLETTER.png); background-position: right center; background-repeat: no-repeat; 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