"Not Missing a Single Call"...Number of Counselors for '109 Suicide Prevention Hotline' to Be Doubled

Ministry of Health and Welfare to Immediately Increase Counseling Staff from 103 to 200

Work Efficiency to Improve with 'AI Solution' Supporting Counseling Reports

The connection speed for the Suicide Prevention Counseling Hotline '109' is expected to improve significantly. In response to the recent sharp decline in response rates, the government will double the number of counselors and implement a comprehensive overhaul of the system.

Jeong Eun-kyung, Minister of Health and Welfare, visited the "Suicide Prevention Counseling Hotline 109" counseling center on the 29th to check the on-site operation status and hear the difficulties of the counselors. Ministry of Health and Welfare

The Ministry of Health and Welfare announced on May 31 that it will pursue the "Plan to Improve Response Rates and Operational Efficiency of 109," which centers on these measures. This move follows President Jae Myung Lee's directive at the Cabinet meeting on May 6, instructing officials to "mobilize every possible measure to promptly address and improve the issue so that citizens do not face difficulties in connecting calls."

Previously, starting in January 2024, the government consolidated and reorganized several existing counseling hotlines into a single 109 number. This was intended to make it easier for people in crisis to remember the number and seek help. The effect was immediate: the number of counseling calls increased by more than 46%, from 219,650 in 2023 before the consolidation, to 322,116 in 2024. Last year alone, the number of counseling calls reached 352,914.

However, the rapid increase in demand led to a significant drop in response rates due to a severe shortage of counselors. In the first quarter of this year, an average of 1,118 calls were made per day. Yet, with the current workforce, only 532 calls, or 92% of the maximum daily capacity of 580 calls, could be handled—meaning nearly half of all calls were disconnected without being answered.

To quickly raise the response rate of 109, the government will immediately hire 97 additional counselors, increasing the total from 103 to 200. Recruitment began on May 28, and the newly hired staff will complete their training in stages and be deployed to the field by October.

To address the fact that 63.5% of counseling demand occurs between 4 p.m. and 3 a.m., starting next month, the government will collaborate with "Lifeline," a social welfare corporation with extensive experience and expertise in suicide prevention counseling. If callers waiting on hold wish, they will be directly connected to Lifeline counselors. Beginning in July, the counseling response system will be reorganized to include a rapid response team that checks whether those waiting on hold are facing urgent situations.

To retain highly skilled counselors, the government will revamp the allowance system for better compensation and promote long-term service through burnout prevention programs and capacity-building training. Starting in November, an "AI Solution for Counseling Support" currently being developed under the Ministry of Science and ICT's public AX project will be introduced at counseling centers. With AI, the time required to write counseling reports after each session will be drastically reduced from 20 minutes to just 5 minutes. There will also be a process for AI to analyze past counseling records and connect cases, such as those involving financial hardship, to local case management systems. In preparation for high-risk cases that require emergency intervention during counseling, a "dedicated hotline channel" with emergency services such as the police will also be established.

Minister of Health and Welfare Jung Eunkyung emphasized, "The Suicide Prevention Counseling Hotline 109 is the first line of life-saving support for citizens in desperate need," adding, "Through this overhaul, we will build a counseling system that does not miss a single call, in order to protect the precious lives of our people."

This content was produced with the assistance of AI translation services.