Question On Notice No. 635 asked in the Legislative Council on 22 March 2022 by Hon Donna Faragher
Question Directed to the: Leader of the House representing the Minister for Community Services
Parliament: 41 Session: 1
Question
(1) I refer to the Kids Helpline counselling service for young people aged 5 to 25 and the Department of Communities, and I ask in 2020 and 2021, what was the total number of contacts made to the Kids Helpline service from children and young people in Western Australia via the following methods
:
(a) telephone;
(b) email; and
(c) web chat?
(2) For each of the methods referenced in (1), how many contacts were not answered?
Answered on 10 May 2022
1.
2020
|
Type of Contact
|
Number of Contacts
|
|
Telephone
|
15,740
|
|
Email
|
2,004
|
|
Web Chat
|
15,132
|
|
Total
|
32,876
|
2021
|
Type of Contact
|
Number of Contacts
|
|
Telephone
|
18,137
|
|
Email
|
2,076
|
|
Web Chat
|
13,840
|
|
Total
|
34,053
|
2.
2020
|
Type of Contact
|
Number of Contacts
|
Number of Unanswered Contacts
|
|
Telephone
|
15,740
|
8,094
|
|
Email
|
2,004
|
0
|
|
Web Chat
|
15,132
|
11,070
|
|
Total
|
32,876
|
19,164
|
2021
|
Type of Contact
|
Number of Contacts
|
Number of Unanswered Contacts
|
|
Telephone
|
18,137
|
10,789
|
|
Email
|
2,076
|
0
|
|
Web Chat
|
13,840
|
9,554
|
|
Total
|
34,053
|
20,343
|
When calling the service, callers will hear a 20-second introduction message before their call is progressed to a counsellor. Approximately 20 per cent of unanswered calls are callers hanging up before the completion of the 20-second message. These calls do not enter the phone queuing system, but they recorded as unanswered.