They are communicating with total strangers on the phone, whose every complaint, grievance and grouse is handled with the utmost care so as not to leave any party at a disadvantageous position.
Receiving no monetary rewards for their time, they work in shifts, lending a ear as a trusted friend to those at the other end of the line, plagued with personal problems they can no longer carry alone.
“We are trained to listen to the grievances of others. They (callers) need someone who will listen to and understand their situation, even if that ‘someone’ is foreign to them or virtually unknown to them,” said R Shageetha, who has volunteered with the Befrienders for four years.
Shageetha also said she decided to devote herself to this line of work after realising how many people out there were in need of specialised help socially and psychologically.
“We do not give out advice, mainly because we are not the correct people to advise them. We also do not make up their minds for them. We only listen. That’s the best thing we can do especially since they have no one else to listen to their problems,” she said.
This particular branch of Befrienders is part of a larger organisation called Befrienders Worldwide, with 40 branches around the world and eight locally.
The organisation has been offering its services for 45 years now, specifically for “Generation Z”, often perceived as a critical group in most need of support.
Former president of Befrienders Gangadara Vadivel Sinnadurai, when met at the Suicide Prevention Workshop in conjunction with World Suicide Prevention Day 2016, said approximately 105 distress calls are received every day from individuals seeking moral support from the Befrienders. Of these, 25% are feared to be from those entertaining suicidal thoughts. Most are between the ages of 16 to 30.
19,362 desperate people contacted the Befrienders in 2014 and this number topped 20,000 the following year.
“This could be because many youths struggle with the transition in their lives. Careers, relationships, finances are the biggest factors and their inability to handle this phase of their lives well, lead many to feel stressed out mentally, physically and psychologically,” Gangadara said.
In their Suicide Report 2014, the World Health Organisation (WHO) revealed that approximately 800,000 opted for suicide as a way out of their problems.
Gangadara added that youth today required skills on how to manage their lives and think rationally as most were lacking in emotional intelligence.
“They are academically bright but are easily disturbed when it involves their emotions. Teenagers and youth like these need support and everyone including the community at large, has a responsibility to reach out to them,” he said.
Many senior citizens too are plagued with thoughts of suicide. Those who live alone or who have been abandoned by their families are among those who often turn to suicide as a way out of their misery.
“Loneliness, being abandoned by family, illness and family squabbles are among the driving factors for individuals in this age group (who contemplate suicide), he said.
Suicide is often regarded as a taboo subject but Gangadara revealed that when approached, those troubled by issues were willing to open up and talk about it. He said the many calls made to the Befrienders, was an indication that people who were troubled had access to and were open to the idea of talking about their problems.
“In Malaysia, if viewed demographically, Indians in particular outnumber any others (in committing suicide) especially those not educated and those who stay in estates or those who struggle with the transition from the estate to the city.
“Financial issues, husband-wife relationships, issues with love, are among the biggest reasons (why some resort to suicide),” Gangadara said.
In Malaysia, anyone who attempts suicide can face action under Section 309 of the Penal Code, and face a one-year jail term or fine, upon conviction.
Befrienders is reachable to the public 24-hours daily at 03-79568145 (three lines). Those who wish to have face to face sessions however must make an appointment or email [email protected].