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The Opportunities and Challenges of the First Three Years of Open Up, an Online Text-Based Counselling Service for Youth and Young Adults

Author

Listed:
  • Paul Siu Fai Yip

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China
    Department of Social Work and Social Administration, The University of Hong Kong, Hong Kong, China)

  • Wai-Leung Chan

    (Youth and Community Services, Caritas Hong Kong, Hong Kong, China)

  • Christian S. Chan

    (Department of Psychology, The University of Hong Kong, Hong Kong, China)

  • Lihong He

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • Yucan Xu

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • Evangeline Chan

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • Yui Chi Chau

    (Head Office, Hong Kong Children and Youth Services, Hong Kong, China)

  • Qijin Cheng

    (Department of Social Work, The Chinese University of Hong Kong, Hong Kong, China)

  • Siu-Hung Cheng

    (Youth Service, St. James’ Settlement, Hong Kong, China)

  • Florence Cheung

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • James Chow

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • Shirley Chow

    (Youth and Community Services, Caritas Hong Kong, Hong Kong, China)

  • Jerry Fung

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • Siu-Man Hsu

    (Headquarter, The Hong Kong Federation of Youth Groups, Hong Kong, China)

  • Yik Wa Law

    (Department of Social Work and Social Administration, The University of Hong Kong, Hong Kong, China)

  • Billie Lo

    (IT Unit, The Hong Kong Federation of Youth Groups, Hong Kong, China)

  • Sze-Man Miu

    (Jockey Club Online Youth Emotional Support, The Boys’ and Girls’ Clubs Association of Hong Kong, Hong Kong, China)

  • Wai Man Ng

    (Youth and Community Services, Caritas Hong Kong, Hong Kong, China)

  • Ken Ngai

    (Independent Researcher, Hong Kong, China)

  • Christy Tsang

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • Cynthia Xiong

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

  • Zhongzhi Xu

    (Centre for Suicide Research and Prevention, The University of Hong Kong, Hong Kong, China)

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.

Suggested Citation

  • Paul Siu Fai Yip & Wai-Leung Chan & Christian S. Chan & Lihong He & Yucan Xu & Evangeline Chan & Yui Chi Chau & Qijin Cheng & Siu-Hung Cheng & Florence Cheung & James Chow & Shirley Chow & Jerry Fung , 2021. "The Opportunities and Challenges of the First Three Years of Open Up, an Online Text-Based Counselling Service for Youth and Young Adults," IJERPH, MDPI, vol. 18(24), pages 1-10, December.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:24:p:13194-:d:702357
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    References listed on IDEAS

    as
    1. Chan, Gloria Hongyee, 2020. "A comparative analysis of online, offline, and integrated counseling among hidden youth in Hong Kong," Children and Youth Services Review, Elsevier, vol. 114(C).
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    Cited by:

    1. Fong, Ted C.T. & Cheng, Qijin & Pai, C.Y. & Kwan, Isabelle & Wong, Clifford & Cheung, Sing-Hang & Yip, Paul S.F., 2023. "Uncovering sample heterogeneity in gaming and social withdrawal behaviors in adolescent and young adult gamers in Hong Kong," Social Science & Medicine, Elsevier, vol. 321(C).

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