❓ Hon Donna Faragher asks about the number of contacts made to Kids Helpline from WA in 2023 via telephone, email, and webchat. The answer provides the requested data, noting that location data is extrapolated and therefore an estimate.
AnsweredQoN 2017Legislative Council
QuestionView source ↗
I refer to the Kids Helpline counselling service for young people aged five to 25 years, and the Department of Communities, and I ask: (a) in 2023, 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: (i) telephone; (ii) email; and (iii) webchat?
AnswerView source ↗
Answered
28 May 2024
Responded by
Minister for Agriculture and Food representing the Minister for Community Services
Response time
10 days
The following data has been provided by the service provider Yourtown to the Department of Communities (Communities):
a i) – iii)
Type of Contact
Number of Contacts
Telephone
11,536
Email
1,433
Webchat
14,092
Total
27,061
Yourtown has advised Communities that since March 2022, the organisation no longer automatically records location data from their telephony system. As a result, the organisation extrapolates contact data based on state proportionality of recorded calls. As of the end of 2023, a total of 6.95% of all known contacts are recorded as coming from Western Australia. Yourtown acknowledges that there is a margin of error with this approach as it is an estimate.
a i) – iii)
Type of Contact
Number of Contacts
Telephone
11,536
1,433
Webchat
14,092
Total
27,061
Yourtown has advised Communities that since March 2022, the organisation no longer automatically records location data from their telephony system. As a result, the organisation extrapolates contact data based on state proportionality of recorded calls. As of the end of 2023, a total of 6.95% of all known contacts are recorded as coming from Western Australia. Yourtown acknowledges that there is a margin of error with this approach as it is an estimate.
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