1823 staff answer public service call (11.10.2015)

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• published: 10 Oct 2015
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Hong Kongers with a problem, complaint, compliment or question about public services can dial a four-digit number - 1823 - for assistance, 24 hours a day, 365 days a year. While most of the 10,000-plus calls made to the centre each day are mundane, a few hinge on life and death. Dave Choi is one of the 400 frontline staff who answer those calls. He joined 1823 in 2010. After nine months on the job he made his debut on the overnight shift. At midnight a woman called with a complaint about the arrangements for Comprehensive Social Security Assistance. "At the beginning, I assumed it was a general complaint case and simply thought I needed to put her case on the record and transfer it to the relevant department. But she suddenly became agitated, and said she had slashed her wrist and it was bleeding," he said. "At that moment I thought this is a life and it can't be easily given up. I kept telling her not to give up her life. When I went to transfer her call to a social worker, she hung up. My manager worried she would be in danger so we called the police. Police and firefighters arrived at her home and found she really had cut her wrist and was bleeding. She was admitted to hospital and they saved her life." This incident infused Mr Choi with a sense of mission. "We are not recording machines. If we can think harder and take our work a little further, we can do more than just help people. We could even save a life." 1823 Operation Manager Ricky Cheung said seasonal factors have an impact on the call numbers. In summer the numbers rise due to air-conditioner dripping nuisance complaints and typhoon season. "In early June 2008, torrential rain continued for a few days, and the red and black rainstorm warnings were issued. Serious flooding and landslides occurred on Lantau Island. Many people called to report flooding and drainage blockages. The number of incoming 1823 calls reached a record high, with more than 1,000 during the peak half-hour," Mr Cheung said. Persistence pays During that time Mike Mak received a phone call from a Tai O resident desperate to get home. Road traffic on Lantau Island was disrupted and ferry services had been suspended due to the poor weather. The caller was pleading for the Government to provide one more sailing. "Initially I thought the caller was simply disregarding the safety issue. Then it became clear she was eager to rush home because she needed to take care of her children and senior relatives," Miss Mak said. She also learned there were more than 100 anxious passengers waiting at the pier for the ferry and called the Transport Department Emergency Transport Co-ordination Centre. Its staff insisted the ferry service could not be resumed because of the bad weather. Miss Mak did not give up, though, and patiently described the passengers' situation. Eventually the department was able to negotiate with the ferry operator and a last boat was arranged for the stranded passengers. Miss Mak said this event was a good reminder of the importance of empathy in dealing with complaint cases. "The caller couldn't get back home so she became quite rude and angry. If I step into her shoes I can understand her feelings. On the other hand, if I feel uncomfortable after handling a case, I will take a short break to talk with my supervisor and colleagues to relieve the emotion." Expanding service The 1823 service was set up in 2001 to handle enquiries and complaints for five departments involved in environmental hygiene. It has now grown to provide services for 22 departments. When it gets enquiries regarding departments not under its remit, it records the details and refers them to the department in question. "The number of incoming calls has been increasing, people's demands for our services are also increasing. We expect more and more departments will join us and we need more staff to maintain our quality service," Mr Cheung said. The 1823 service now provides several channels for people to ask questions, make suggestions, give compliments, make a report or file a complaint. These include online electronic forms, email to tellme@1823.gov.hk, SMS to 6163 1823, or by post to Tsuen Wan P.O. Box 1823. There is also a free mobile app for Android and iPhone devices. About 1,000 messages a day come in through these alternate channels. (http://j.mp/1FXt6IM)