❓ Hon Alison Xamon inquired about WA government funding for Kids Helpline in 2018, the number of contacts from WA children, and the number of unanswered contacts. The response details funding and contact statistics, including breakdowns by telephone, web chat, and email.
AnsweredQoN 1971Legislative Council
Asked
13 March 2019
Member
Portfolio
Child Protection; Women's Interests; Prevention of Family and Domestic Violence; Community Services
QuestionView source ↗
I
refer to the free confidential phone counselling service for young people,
Kids Helpline, and I ask: (a) how
much funding was provided by the Western Australian Government to Kids Helpline in 2018; (b) how
many calls from Western Australian children and young people were made to the
Kids Helpline in 2018; and (c) how
many of these calls were not answered?
refer to the free confidential phone counselling service for young people,
Kids Helpline, and I ask: (a) how
much funding was provided by the Western Australian Government to Kids Helpline in 2018; (b) how
many calls from Western Australian children and young people were made to the
Kids Helpline in 2018; and (c) how
many of these calls were not answered?
AnswerView source ↗
Answered
10 April 2019
Responded by
Leader of the House representing the Minister for Child Protection; Women's Interests; Prevention of Family and Domestic Violence; Community Services
Response time
9 days
(a) $63,215 (excluding GST)
(b-c) Children and young people may contact the Kids Helpline by telephone, web chat or email. During 2018, the number of contacts and unanswered contacts, including by telephone, is as follows:
Type of contact
Number of contacts
Number of unanswered contact attempts
Telephone
23,259
15,398
Web Chat
7,505
4,330
Email
821
0
Total
31,585
19,728
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.
The number of unanswered calls for Western Australian children and young people is consistent with the national average for this service.
(b-c) Children and young people may contact the Kids Helpline by telephone, web chat or email. During 2018, the number of contacts and unanswered contacts, including by telephone, is as follows:
Type of contact
Number of contacts
Number of unanswered contact attempts
Telephone
23,259
15,398
Web Chat
7,505
4,330
821
0
Total
31,585
19,728
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.
The number of unanswered calls for Western Australian children and young people is consistent with the national average for this service.
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