Just a call away: Befrienders Penang volunteers at the call centre in Batu Lanchang.
GEORGE TOWN: When Asma (not her real name) lost her mother, her entire world fell apart.
She had been Asma’s anchor and also her best friend.
With everything gone in an instant and overwhelmed by grief and despondency, Asma was faced with darkness.
But not for long, as a friend sensed something was wrong and suggested she talk to Befrienders Penang.
She did and after a few telephone conversations, a new chapter opened in her life.
Asma’s story is just one among thousands handled by the centre which helps those facing emotional distress and suicidal thoughts.
Last year, Befrienders Penang handled a total of 11,707 cases comprising 9,127 phone calls, 2,525 WhatsApp messages, 53 e-mails and two face-to-face sessions.
From January to May 18, the centre recorded 3,884 cases.
Befrienders Penang chairman Saras Pillay said most who sought help were aged between 17 and 30.
These days, she said, youths are in a fast-paced environment which places immense pressure on them to succeed.
“The competition, coupled with the fear of failure or missing out, adds to the emotional burden.
“They revealed to us about feeling overwhelmed by poor exam results and family-related issues,” she said.
Saras said parental expectations often clashed with the personal goals or realities faced by the young.
“Many families still hold traditional views of success, like the need to secure a stable job immediately after graduation.
“When younger adults struggle to meet these expectations, it can lead to tension, communication breakdowns and emotional issues.
“We also attend to calls from those struggling with unemployment, work-related stress and even challenges in maintaining personal relationships,” she said.
Saras said telephone calls to Befrienders Penang usually surged following the centre’s engagement programmes at schools and institutions of higher learning, adding that outreach efforts helped raise awareness about mental health support.
“When young people learn that there’s a safe, non-judgmental space to talk, they’re more likely to open up,” she said.
Saras said Befrienders volunteers are trained to focus on key emotional indicators to better understand the mental state of each individual who reached out.
Volunteers must be above 21 years of age and dedicate three hours a week at the call centre. They attend up to eight training sessions.
“Our approach is rooted in non-judgmental and empathetic listening. We pay close attention to signs of stress, hopelessness and how overwhelmed or desperate a person may feel,” she added.
Saras said the most common concerns were emotional pain, feelings of isolation and distress, suicidal thoughts, self-harm, family conflicts, grief over the loss of a loved one, workplace pressures, health issues and relationship problems.
“Across all these struggles, what matters most is that these cries for help are heard without judgment.
“Only in a safe and supportive environment can someone who is struggling begin to feel less alone and find the courage to share their pain,” said Saras, who has been with Befrienders Penang for over three decades.
Those in need of help can reach out to Befrienders Penang at 04-291 0100 (3pm to midnight) or 011-5670 6261 (WhatsApp).
To sign up as a volunteer, e-mail befpen.training@gmail.com.
