Abstract
We present the opportunities and challenges of Open Up, a free, 24/7 online text-based counselling service to support youth in Hong Kong. The number of youths served more than doubled within the first three years since its inception in 2018 in response to increasing youth suicidality and mental health needs. Good practice models are being developed in order to sustain and further scale up the service. We discuss the structure of the operation, usage pattern and its effectiveness, the use of AI to improve users experience, and the role of volunteer in the operation. We also present the challenges in further enhancing the operation, calling for more research, especially on the identification of the optimal number of users that can be concurrently served by a counsellor, the effective approach to respond to a small percentage of repeated users who has taken up a disproportional volume of service, and the way to optimize the use of big data analytics and AI technology to enhance the service. These advancements will benefit not only Open Up but also similar services across the globe.
Highlights
Suicide is a major global public health challenge [1]
We present the innovative solutions Open Up developed to tackle challenges that arose, and conclude with insights on how to further advance, scale up, and sustain this type of text-based online counselling service
Text-based online counselling is a novel and emerging form of crisis intervention. It is relevant in the “new normal” under COVID-19, when diversity of service modality is needed to meet the rapid changes in physical distancing restrictions
Summary
Suicide is a major global public health challenge [1]. It is one of the leading causes of death among youth in US [2] and around the world [1]. In Hong Kong, suicide is the most common cause of death for young people aged 15 to 24. Open Up (www.openup.hk, archived on 13 December 2021) enables people aged 11–35 to chat with social workers or trained volunteers (together referred to as “counsellors”). It can be accessed anywhere and anytime for free through various channels, including SMS, WhatsApp, Facebook Messenger, and the official web portal. Clubs Association of Hong Kong, The Hong Kong Federation of Youth Groups, and St. Figure 1 shows Open Up’s operation architecture and governance infrastructure.
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
