❓ Question on Notice regarding the Mental Health Emergency Response Line (MHERL) operating hours and call statistics. The response provides data on call volumes and how calls are handled, including the use of a stacker system.
AnsweredQoN 6198Legislative Council
QuestionView source ↗
I refer to the Mental Health Emergency Response Line (MHERL), and I ask —
(1) What are the current operating hours of the MHERL?
(2) How many calls were made to the MHERL in —
(a) 2008-09;
(b) 2009-10;
(c) 2010-11;
(d) 2011-12; and
(e) January 2012 to date?
(3) For each of (1)(a)-(e), how many of these calls were answered directly by a MHERL staff member?
(4) For each of (1)(a)-(e), how many of these calls were not answered?
(5) For each of (1)(a)-(e), how many of these calls were answered by an answering machine or answering service?
(1) What are the current operating hours of the MHERL?
(2) How many calls were made to the MHERL in —
(a) 2008-09;
(b) 2009-10;
(c) 2010-11;
(d) 2011-12; and
(e) January 2012 to date?
(3) For each of (1)(a)-(e), how many of these calls were answered directly by a MHERL staff member?
(4) For each of (1)(a)-(e), how many of these calls were not answered?
(5) For each of (1)(a)-(e), how many of these calls were answered by an answering machine or answering service?
AnswerView source ↗
Answered
13 November 2012
Responded by
Minister for Mental Health
Response time
28 days
1) MHERL operates twenty four hours per day seven days per week each day of the year.
2)
a) 38 055
b) 38 866
c) 43 502
d) 42 165
e) 35 552
3) All calls to MHERL are answered by an experienced MHERL clinical staff member (Nurse or Allied Health professional). This has been the case since the advent of the service in 2006.
4) All calls to the MHERL are answered by a MHERL clinical staff member or the NEC stacker hold system which has automated messages and the capacity to leave information and request a call back.
5) MHERL operates an after hours extension to rural and remote mental health services across Western Australia (RURALLINK), King Edward Memorial Hospital sexual assault services (SARC), forensic services and other specialist needs services hence there is an after hours protocol for calls to briefly enter a stacker system in order for the caller to identify the service they are seeking. Individuals can leave a message on this system if they prefer and all calls are returned without exception.
Due to current rostering arrangements after business hours it is standard MHERL practice for calls to be directed via the NEC stacker, and during business hours some calls may reach the NEC stacker due to all staff being engaged on other calls
Calls answered directly without use of NEC stacker/message systems.
2008/09: 20 364
2009/10: 14 860
2010/11: 15 502
2011/12: 14 920
January to October 2012: 12 550
Calls answered following direction via NEC stacker/message system:
2008/09: 17 692
2009/10: 24 006
2010/11: 28 000
2011/12: 27 245
January to October 2012: 23 002
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
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2)
a) 38 055
b) 38 866
c) 43 502
d) 42 165
e) 35 552
3) All calls to MHERL are answered by an experienced MHERL clinical staff member (Nurse or Allied Health professional). This has been the case since the advent of the service in 2006.
4) All calls to the MHERL are answered by a MHERL clinical staff member or the NEC stacker hold system which has automated messages and the capacity to leave information and request a call back.
5) MHERL operates an after hours extension to rural and remote mental health services across Western Australia (RURALLINK), King Edward Memorial Hospital sexual assault services (SARC), forensic services and other specialist needs services hence there is an after hours protocol for calls to briefly enter a stacker system in order for the caller to identify the service they are seeking. Individuals can leave a message on this system if they prefer and all calls are returned without exception.
Due to current rostering arrangements after business hours it is standard MHERL practice for calls to be directed via the NEC stacker, and during business hours some calls may reach the NEC stacker due to all staff being engaged on other calls
Calls answered directly without use of NEC stacker/message systems.
2008/09: 20 364
2009/10: 14 860
2010/11: 15 502
2011/12: 14 920
January to October 2012: 12 550
Calls answered following direction via NEC stacker/message system:
2008/09: 17 692
2009/10: 24 006
2010/11: 28 000
2011/12: 27 245
January to October 2012: 23 002
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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